Author: admin

Social network services are emerging as a promising IT-based business, with some services already being
provided commercially such as Facebook, Cyworld and Xiaonei. However, it is not yet clear which
potential audience groups will be key social network service participants. Moreover, the process showing
how an individual actually decides to start using a social network service may be somewhat different from
current web-based community services. Hence, the aims of this paper are twofold. First, we empirically
examine how individual characteristics affect actual user acceptance of social network services. To
examine these individual characteristics, we apply a Technology Acceptance Model (TAM) to construct
an amended model that focuses on three individual differences: social identity, altruism and telepresence,
and one perceived construct: the perceived encouragement, imported from psychology-based research.
Next, we examine if the users’ perception to see a target social network service as human relationshiporiented service or as a task-oriented service could be a moderator between perceived constructs and
actual use. As a result, we discover that the perceived encouragement and perceived orientation are
significant constructs that affect actual use of social network services.
Attachments:
5435959_1_RQ.pdf

For this assessment you will need to perform the following tasks. These tasks will need to be completed and submitted in a professional, word processed, format. Each task must be 1000 words minimum in length.
Task 1
Case study:
You manager has just requested that there be a complete overhaul of the customer service strategy in the business. She has looked at the complaints file and it is has become quite thick with complaints from unhappy customers.
Her request is that you prepare a new plan to meet the customer service needs of the business.
1. Your task is to plan, deliver, monitor and adjust the customer service strategy in the business. You will need to write a report outlining how you will do this. You must address the following points in your report:
a. What types of complaints were received? (Please provide improvised data here)
b. What methods can you use to ensure your plan meets the quality, time and cost specifications of customers?
c. How can you ensure the delivery of quality products and services?
d. How would you monitor, adjust and review the customer service in your organisation?
e. How would you manage complaints?
f. What reports might you have to keep?
This assessment should be developed in a professional manner and in a format that could be interpreted by your Manager. This may be in the form of a comprehensive report or could be in a plan to deliver and monitor customer service strategies.
Task 2
For this task you must research each of the following topics, and complete a basic report on your findings. You will need to use the organisation you work in or one you are familiar with to answer these questions. Use the following questions as a guide to your research:
1. Outline the legislative and regulatory context of the organisation relevant to customer service
2. Describe organisational policy and procedures for customer service including handling customer complaints
3. Identify service standards and best practice models
4. Summarise public relations and product promotion
5. Outline techniques for dealing with customers including customers with specific needs
6. Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
a. customer behaviour
b. customer needs research
c. customer relations
d. ongoing product and/or service quality
e. problem identification and resolution
f. quality customer service delivery
g. record keeping and management methods
h. strategies for monitoring, managing and introducing ways to improve customer service relationships
Attachments:
5435965_1_res-bsbcus501-v3–1-.pdf