IDENTIFYING REFERENCING ERRORS

Identifying Referencing Errors

Identification of Referencing Errors

Introduction

Every referencing style has its own significance and contains a method of referencing through which it is known. The Harvard referencing style is also one of the most significant referencing styles used throughout the world. The core focus of this paper is to identify some of the errors that are present in the selected extract and replace them with the correct referencing style used in the Harvard referencing format. The following extract has been presented after making the corrections in the given extract that previously included some referencing errors.

Extract

Levitt discusses the need for, and potential benefits of, the industrialization of service. He describes specialization as essential to achieving meaningful economies of scale and, thus, productivity, and likens the notion of specialization to the concept of division of labor in manufacturing. Specialization continues to be critically important, although the term focus is more commonly used today. Davidow and Uttal (1998: 80) echo these thoughts when calling for service companies to develop and execute focused strategies. These authors describe the need for defining fairly narrow customer segments (in contrast to more broadly defined market segments) in order to simultaneously achieve high levels of customer satisfaction and efficiency, and, consequently, profitability. They emphasize the central role of customer expectations in this context and describe the need for managing them, i.e. setting them to appropriate levels.

Thakor and Kumar (2000: 68) discuss their research into consumers' perception of what characterizes professional services. Consumers consider those services to be 'more professional' that are perceived to require higher levels of expertise and lower levels of manual labor, and that possess higher levels of credence qualities. Similarly, 'more professional' services are deemed more critical, recommendations play a more important role in service selection, and involve a higher lack of clarity as to the nature of service actually required. McLaughlin et al. (1995: 1190) provide a detailed discussion of focus in professional service organizations. Drawing on empirical research of outpatient surgery centers, these authors define the notion of focus, discuss benefits and disadvantages, and develop a framework aiding managers in making micro-focus decisions. Ojasalo (2001: 204) investigates the specific nature of customer expectations in the context of professional services and describes them as often being fuzzy, implicit, and unrealistic. He describes the potential effect of such expectations and professional service providers' failure to meet them on perceived service quality. The author discusses the potential negative effects of appropriately managing such expectations on “perceived short-term quality/satisfaction and the related potential positive effects on long-term quality/satisfaction”.

Goldstein (2002: 130) describes the service concept's role in driving design and planning decisions at all levels of new service development. The service concept is described as essential to creating organizational alignment by linking a service organization's strategic intent to its customers' needs, and as linking the 'how' and 'what' of service design. Kwortnik and Thompson (2009: 392) research the case of 'Liberty Cruise Lines' to understand the service operations challenges originating from service design decisions taken from ...