Arab Open University Faculty of Business Studies Business Functions in Context II B203B First semester 2018-19 Tutor Marked Assessment (TMA) Human Resource Management and competitive advantage Essay Question (100 marks, 1000 words) Write an essay to evaluate how training and development of employees benefits an organization through delivering superior customer service. In your essay make sure to discuss all the following points: Definition of customer service The difference between training and development The benefits of training and development Potential disadvantages of training and development The contribution that employees can make to the brand image of the organization Performance indicators that an organization could use to measure the level of customer service Relevant examples General instructions for students: Cut-off date: Check LMS Plagiarism: Its imperative that you write your answer using your own words. Plagiarism will be penalized depending on its severity and according to AOU plagiarism policy. Format: you are expected to write your answer in an essay format: introduction, body paragraph(s) and a conclusion. Failing to do so could result in the deduction of up to 4 marks from your total TMA mark. Word count: your answer is expected to be within the specified word count range. Not adhering to specified word count could result in the deduction of up to 4 marks of your total TMA mark. Referencing: You are expected to use the Harvard referencing style for in-text referencing and list of reference at the end. Failing to do so could result in the deduction of up to 4 marks of your total TMA mark. E-library: You are expected to use E-library sources to support your answers. A minimum of 3 sources is required. Failing to do so could result in the deduction of up to 4 marks of your total TMA mark.
Write an essay to evaluate how
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