Bumkt6904 Sem 2 2013 Jc Mit

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Course Description:

School/Portfolio: The Business School

Course Code/ID: BUMKT6904

Course Title: Marketing Service Organisations

Teaching Location: MIT, Wednesdays

Program(s): MBA and other Graduate Business Programs

Author: Kimble Montagu

Level: Advanced

Semester: Semester 2 2013

Prerequisite(s): BUMKT5901 Marketing

Co requisite(s):

Exclusion(s):

Credit Points/

Progress Units:

15

ASCED Code: 080101

Adopted Reference Style

APA

1 COURSE ORGANISATION:

Semester 2 2013 Page 1 of 18CRICOS Provider Number 00103D

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Course Description:BUMKT 6904

1.1 Handbook/s

For full details of programs and school procedures, please refer to the University of Ballarathandbook (http://www.ballarat.edu.au/current-students/publications,-policies-and-forms/handbook/2012) and The Business School Programs Handbooks available at

http://www.ballarat.edu.au/business/handbooks

Important information located in the handbook includes:

Student responsibility

Special Consideration process and forms

Submission of tasks and assignments

Appeal process

Unsatisfactory progress - Early

Intervention

Grading codes

1.2 Staff

The most appropriate contact is your teacher. If necessary they will contact the Course Coordinatorat the University of Ballarat.

Lecturer Name: James CarinoPhone: 0405120508Fax:Email: [email protected]:Web:

Course Coordinator: Name: Kimble MontaguPhone: +61 437 443323Email: [email protected]

1.3 Class Times

Date Time Function Venue

Wednesdays from July 242013 to 9 October 2013

9am- 11am Lecture L303

Wednesdays from July 242013 to 9 October 2013

11am- 12pm Tutorial L303

1.4 Consultation HoursBy arrangementplease email for an appointment.

1.5 Prescribed Text

Zeithaml, V., Bitner, M. and Gemler, D. (2013). Services Marketing: Integrating Customer FocusAcross the Firm (6th ed.). New York: McGraw-Hill.

Note: Earlier editions of the text may be available. If you obtain an earlier version the onus is onyou to ensure you have access to any materials, including case studies, which have changed fromedition to edition.

1.6 Plagiarism

Plagiarism is presenting someone else work as your own and is a serious offence with serious

consequences. As set out in the University Regulation 6.1.1, students who are caught plagiarising

http://www.ballarat.edu.au/business/handbooksmailto:[email protected]://www.ballarat.edu.au/business/handbooksmailto:[email protected]

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will, for a first offence, be given a zero mark for that task. A second offence will result in a failing

grade for the course(s) involved and any subsequent offence will be referred to the Student

Discipline Committee. Student must be aware of the University Regulation 6.1.1 Student

Plagiarism, available at http://www.ballarat.edu.au/legislation/6.1.1-plagiarism. The link to the

library website for more information is: http://www.ballarat.edu.au/library/assignment-and-research-help/referencing

Students must: fully reference the source(s) of all material, even if you have re-expressed the ideas, facts or

descriptions; acknowledge all direct quotations; and

not submit work that has been researched and written by another person

Turnitin Turnitin is a software application that allows students to check theirassignments for referencing and citation omission or incorrect paraphrasing.

You are NOT required to submit your individual and group assignments viaTurnitin, however, you could use Turnitin to help you identify possible poorreferencing.

You ARE required to submit your individual and group assignments viaUBOnline. Hard copies of these reports will not be accepted.

1.7 UBOnline

UBOnline is used to host course resources for all courses. Students can download lecture andtutorial notes to support class participation. Students login to the UBOnline at

https://ubonline.ballarat.edu.au/login/index.php.2 OBJECTIVES:

This course explores the special characteristics of services and the challenges these present formanagers and marketers of service organisations. The course will provide you with theoreticalframeworks to help you to understand services, and the challenges associated with servicesmarketing and management. More specifically, the course is designed to enable you to:

Gain Knowledge

Identify the differences between Goods and Services.

Recognise the significant relationship between service quality, customer satisfaction, purchaseintentions and profitability.

Identify and evaluate the provision of service and customer service experiences in variousorganisational settings.

Recognise the different operational environments between manufacturing and serviceorganisations.

Identify an expanded marketing mix for services and appreciate its complexity and crossfunctional implications.

Develop Skills

http://www.ballarat.edu.au/legislation/6.1.1-plagiarismhttp://www.ballarat.edu.au/library/assignment-and-research-help/referencinghttp://www.ballarat.edu.au/library/assignment-and-research-help/referencinghttp://www.ballarat.edu.au/legislation/6.1.1-plagiarismhttp://www.ballarat.edu.au/library/assignment-and-research-help/referencinghttp://www.ballarat.edu.au/library/assignment-and-research-help/referencing

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Use analytical tools to identify and discuss the different classifications of service products.

Utilise the GAPS model to analyse service organisations, identify problems and suggest

appropriate solutions. Determine appropriate strategies to implement service improvements in service firms.

Qualify and quantify the role of consumers in various service provision situations. Develop blue prints for managing effective relationships between participants of the service

encounter. Practice important workplace skills (e.g. Teamwork, cooperation, and respect for diverse

opinions) through cooperative learning activities.

Modify Attitudes

Appreciate the important role of the service economy.

Become a more perceptive and effective service marketer, manager and consumer throughappreciating the complexity of service provision.

Value the place of total quality in the delivery of customer-satisfying service. Believe in the value of the consumers role in the development and delivery of the service

product. Want to continuously improve the experience for all participants.

Appreciate the inter-functional coordination necessary to deliver quality service.

Advocate the adoption of enhanced marketing activities in service firms.

3 CONTENT:

Topics and sub-topics may include:

The marketing environment of the service organisation.

The importance and range of services in the Australian economy.

Classification and definition of the range of services.

The Gaps Model of service quality.

Understanding the service experience.

The effect of service elements on marketing-mix strategy and consumer behaviour.

The measurement of service quality and customer satisfaction.

The importance of contact personnel.

Closing the Gaps with appropriate service strategies.

4 LEARNING TASKS AND ASSESSMENT:

Summary

It is emphasised that this course requires a significant commitment outside of formal class contact.

The learning tasks in this course may include classes (lectures, tutorials or seminars), required

reading, the preparation of answers to set questions, exercises and problems, and self-study. In

addition, students may be required to complete an assignment, test or examination.

Summary of suggested time allocations for this course

Classes 3 hours per topic for 12 topics 36 hours

Reading 2 hours per topic for 12 topics 24 hours


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Preparation of set questions,

exercises and problems

4 hours per topic for 12 topics 48 hours

Preparation of assignment 20 hours

Study and revision for test and

end of semester examination

22 hours

TOTAL 150 hours

Attendance and Participation

It is in students interest to make every effort to attend all the classes for this course and tocomplete all preparatory and assessment tasks. It is our experience that those students who do notattend class or carry out the associated activities are more likely to do poorly or to fail the coursecompletely.

Learning Task Assessment (grading) Weighting Due date

Critically evaluate issues

in the marketing of

services

Individual presentation

and brief report: Service

Watch

20% Report Week 6

Presentations Weeks

4 to 6

An assignment to

measure customer

satisfaction with respect

to the delivery of

services.

Written reportgroups of

TWO

An Analysis of a Service

Relationship

40% Report Week 10

Evaluate and

recommend solutions to

problems in a services

marketing context

Short answer, essay style

or case study based

examinationindividual

time constrained task

40% During official

examination period

Note on Assessment

The University of Ballarat PASS grade is achieved at 50%.

Students are strongly advised to attempt ALL assessment tasks. Students who do not submit atask(s) or fail a task(s) in the semester will be identified as a student at risk of unsatisfactory

academic progress (outlined in the Business School Handbook) and will be directed to the Schools

Intervention Program. Students who encounter difficulties or who are otherwise concerned

regarding their progress should consult their lecturer.

Assessment criteria set out the details by which performance in each task will be judged. Thisinformation will give a clear and explicit understanding of the expected standards to be achievedrelative to the marks awarded.

Assessment Details and Criteria

Individual presentation and brief report (20%)


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Due Date: Presentation (10 marks) By arrangement- weeks 4 to 6

Report (10 marks) week 6

Topic: This individual task is a Services Watch Presentation and Report.

Examples of the services marketing principles covered in this course can be found in manybusiness publications. You are to seek out one or more current articles that address servicesmarketing issues relating to a real business or industry situation. You may choose any currentevent or discussion but it must be relevant to the material covered in this course. Make sure youuse credible sources such as the daily press, business magazines, professional associationnewsletters, or perhaps even academic journals. The article must have been published in the lastthree months in BRW, Forbes, The Economist, South China Morning Post or similar publications.Do Not Use Web Articles. If you use questionable websites, blogs, etc. you will fail this task.

You are required to provide a 5-10 minute presentation, and submit a short (1,000 word) report, on

your chosen article or articles.

Your presentation and report should meet the following criteria. Refer to the Assessment CriteriaSheets at the back of this document. They should:

Give a (very) brief summary of the key point(s) of the article(s). Discuss how the article(s) relates to the concept(s) examined in the course (clearly note the

concept(s) being illustrated) and the implications for services marketing practitioners. Give your personal evaluation of, and reaction to, the article(s). Your evaluation should be

based upon the services marketing perspectives you are gaining from this course. Be honest inyour evaluation.

Assessment Criteria: This task requires evidence that you have identified and understood the keyservices concepts illustrated in the article. Further, evidence is required that you can identify andexplain the implications for the services management of a firm operating in the industry discussedin your article. You will be assessed on the quality of the article you choose and your ability toreflect upon the linkages between theory and practice.

Presentations will be conducted on an ongoing bases through the semester, your written report isto be submitted at the time of presentation. Thus, you will have an opportunity to improve yourreport given feedback received from your classmates and me. A copy of the original sourcedarticle must be appended to the report along with details of its publicationtime, place,publication, and author.

Small group report (40%)

Due date: This is to be submitted via Moodle week 10.

Topic: An Analysis of a Service Relationship

Form into groups of two and then research and writea 3,500 word assignment. The goal of thisassignment is to help you to understand and evaluate the service relationship that exists betweenyou and a service provider with which you have a longer term relationship.

All of you would have a customer-providerrelationship with various service providers but notmany of you would have considered analysing that relationship from a services marketing

perspective. You are to consider your interactions with one Service Company and undertake aservices marketing analysis of the service. (One of the first tasks will be to select an appropriate


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service to analysediscuss this with your group partner and come to a mutually acceptablesolution. Speak to your lecturer if you need some help in selecting an appropriate servicebutremember you need to have experienced the service from this provider).

Using the GAPS Model of Service Qualityas the overarching framework along with other servicemodels, you are to analyse the service and your expectations and perceptions of that service. Yourgroup report should integrate theory to help explain and analyse the service experience. Do notsimply describe what has happened to youmere description is not analysis!

This assignment will require you to gain an understanding of the GAPS Model and to use multipleanalytical tools to analyse your service. Do not just describe the service providerfind evidence,use analytical techniques to explore, try to identify why and how service gaps emerged or weredealt with.

As MBA students the expectation is that you explore issues in this report and show that you canthink critically about aspects of services marketing. You are not expected to cover everything in

this assignment, but rather to use the GAPS Model as an overarching framework, and then exploreparticular aspects of services marketing in depth. Do not ask your lecturer for a boilerplate proformattake pleasure in the fact that you have some discretion to present a strong paper thatreflects the analytic capabilities of your group.

You should start on this task right from week onedo not leave it until the last minute. Form yourgroup early, and give your lecturer the names of the two group members.

Group Assignment Assessment Criteria:

Refer to the Assessment Criteria Sheet at the back of this document.

Your group assignment will be assessed against the following criteria:

The selection of an appropriate, longer term service relationship

Evidence of your appreciation of the complexity of the service being analysed

Evidence of personal reflection and thought

Your ability to collate data, think critically, and report on your experiences in a logical,

analytic and systematic way

A clear identification of appropriate and relevant services marketing concepts and theory

Your use of concepts, constructs and analytical techniques to develop insights

Evidence of research and reading beyond the set text to support your analysis and

discussion The quality of your report, incl. presentation, use of diagrams, referencing, logical flow.

Peer Assessment

Groups will be limited to two members. Peer evaluation may be undertaken in this course. It will

be the responsibility of both group members to produce a quality report. Hence, if there are group

problems you are expected to sort them out so that the group, as a whole, does not suffer. If you

need to discuss such a situation with meDO NOT LEAVE IT UNTIL THE LAST MOMENT.

Please note that if a Peer Evaluation is required for your group, under normal circumstances no

marks can be awarded to the group members until ALL members have returned the Peer

Evaluation sheets.

Peer Evaluation covers individual performance on:


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Understanding of the task and topic

Industry and initiative

Dependability and integrity

Participating as a group member Attendance

To help you formulate a fairpeer evaluation all students should keep notes on, e.g.:

Class and meeting attendance

Allocation of taskswho is to do what and by when

Whether requested material is delivered on time and at sufficient quality/quantity

Dates and details of all communicationsverbal, SMS, email and any other form

You should all regularly sign off so that there is consensus of what has occurred, what is being

requested and by when, etc.

If a group has to complete a confidential peer evaluation each student will obtain 50% of the group

mark plus some allocation of the other 50% according to the result of the peer evaluation. No

student can attain a mark that is higher than what the paper attained.

NB: Where the lecturer believes that the Peer Evaluations have not been completed fairly he/she

can amend the final marks generated by the above formula.

Non-contributing Group Members

Students need to understand that as a member of a group you have obligations to the other groupmembers and failing to meet these obligations may put their and your performance at risk. Where a

student (or students) is (are) not fulfilling these obligations all group members will be required to

complete an independent and confidential Peer Evaluation.

Where a student is rated poorly by fellow group members the offending student not only faces the

prospect of scoring substantially reduced marks but may also:

Receive a letter from the School to, e.g. requesting the student to attend a meeting with the

Deputy Dean or some other nominated party; and/or

Where applicable, be excluded from the group.

Removal from a Group

This is a last resortapproach where under certain conditions a student can be removed from a

group if he/she does not contribute as expected. This removal can occur at any time and then this

student will be required to complete the group assignment as an individual assignment. The

decision to remove the student is at the sole discretion of the lecturer after collecting data and

speaking with the group members. Aspects that may be taken into account when reaching such a

decision are:

Tutorial and ex-class meeting attendance

General attitude displayed towards the assignment


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Not responding to group members communication efforts

Not completing assigned tasks at the appropriate standard and on time

Not responding to the lecturers communication efforts

To assist with this decision making students should keep individual diaries recording data related to

the above points.

Report FormatReports are to satisfy the following requirementsin this order.

Signed and attached Business School Assignment Cover sheet. There is a sheet for theindividual papers and a separate sheet for the group papers on Moodle.

An Assessment Criteria Sheet MUST be fully completed and attached to the front of the

assignment. The sheets are at the end of this documentmake sure you use the correct sheetwhen submitting.

The assignment MUST also have a cover page that includes:

1. BUMKT6904 Marketing Service Organisations2. Date of Submission3. Assignment title

a. Individual AssignmentService Watchb. Group AssignmentAn Analysis of a Service Relationship

4. Your name OR Names5. Your student ID OR IDs

6. The Due Date7. Submitted toYour Lecturer Name

Report formatbusiness (not an essay)DO NOT write in the first or second person (I, we, our)write in third person onlyProof read at least three times for spelling, grammatical and logic errorsFontArialSize12Paragraphsfully justifiedLine6 points before and afterLine spacing1.5 linesParagraph spacingsingle spacing after each paragraphPages numbered bottom right hand cornerAll tables and diagrams labelledthey do not form part of the word countAPA referencing style

Assignment Checklist

At the end of this course description is a list of items you MUST check BEFORE submitting the

individual and group reports.

Late Submission

Assignments that are submitted late (without prior lecturer approval) will be subject to a penalty at

the rate of 10% of the total possible marks per day i.e., as the group paper is worth 40 marks you

will lose four marks per day.


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Individual Examinationtime constrained task (40%)

Due Date: OFFICIAL EXAMINATION PERIOD.

All components of this course are examinable this means that lectures, tutorial activities,assignments, and class discussions can all be assessed within the examination. If you misstutorials and lecturers you may miss out on critical elements of assessable topics.

The exam will be a closed-book examination, i.e. you may not take any text or other books into theroom. Handwritten and/or typed notes are also not permitted in these exam like conditions.

Examination Assessment Criteria:

You will be assessed on your ability to:

Demonstrate knowledge and understanding of Services Marketing concepts and theoretical

models Apply principles and concepts of Services Marketing to problem situations

Evaluate marketing problem situations, draw conclusions and make appropriaterecommendations with respect to the development of services marketing strategies

Reflect upon your learning in this course

5 SCHEDULE:

Please note that the sequence and content of lectures and tutorials may need to be changed andthe following information should be used as a guide.

Date LectureText

Chapters

Week 1 Course administration

Introduction to Services

Course description

1

Week 2 The Gap Model of Service Quality 2

Week 3 Customer Expectations of ServiceCustomer Perceptions of Service

34

Week 4 Listening to Customers Through ResearchBuilding Customer Relationships

56

Week 5 Service RecoveryService Innovation & Design

78

Week 6 Customer-Defined Service Standards 9

Week 7 Physical Evidence and the Servicescape 10


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Week 8 Employees Roles in Service DeliveryCustomers Roles in Service delivery

1112

Week 9 Managing Demand and Capacity 13

Week 10 Integrated Services Marketing CommunicationsPricing of Services

1415

Week 11 The Financial and Economic Impact of ServiceMarketing services mind map

16

Week 12 Exam details and preparation

SWOT VAC and EXAMINATIONS

6 ADDITIONAL RESOURCES:

Additional useful references:

Services marketing is a field where authors are prolific; this is a selection of texts, but many morecan be accessed.

Bateson, J.E.G., Hoffman, K.D. (2006) Services Marketing Concepts, Strategies & Cases (3 rd

Edition). Mason, OH: Thomson South-Western.

Bruhn, M. and Georgi, D. (2006). Services Marketing: Managing the Service Value Chain. Harlow:

Pearson Education.

Fisk, R. P., Grove, S. J. and John, J. (2008) Interactive Services Marketing (3rd Edition). Boston:

Houghton Mifflin Company.

Gabbott, M. Hogg, G. (1998) Services Industries Marketing. London: The Dryden Press.

Kasper, H., van Helsdingen, P. and Gabbott, M. (2006). Services Marketing Management: A

Strategic Perspective (2nd Edition) Chichester: John Wiley & Sons.

Lovelock, C., Patterson, P. and Walker R. (2004) Services Marketing: An Asia-Pacific and

Australian Perspective (3rd Edition) Frenchs Forest NSW Pearson Prentice Hall.

McColl-Kennedy, J.R. (2003) Services Marketing: A Managerial Approach. QLD: John Wiley &

Sons.

Palmer, A. (2005). Principles of Services Marketing (4th ed). Berkshire: McGraw-Hill.

Zeithaml, V., Parasuraman, A. and Berry, L. (1990) Delivering Quality Service: Balancing Customer

Perceptions and Expectations. New York. The Free Press.


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Zeithaml, V., Bitner, M. and Gremler, D. (2009) Services Marketing: Integrating Customer Focus

Across The Firm (5th Edition). New York: McGraw-Hill Irwin.

In addition, there are several refereed journals that can be accessed in the library or through the

electronic journal link on the main web-site. For example: Journal of Services Marketing, Journal ofRetailing, Journal of Professional Services Marketing, and Journal of Services Research.


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BUMKT6904 Individual Report

Assessment Criteria Sheet

Must be attached at the front of the report

Student Name Student Number Email

CRITERIA (Total Marks = 10)

Content (80%) Comments

Brief summary of articles key points

Link of course concepts to the article

Implications for service marketing

practitioners

Conclusion

Structure (10%)

Follows required structure

Demonstrates use of colour, headings, layout

to enhance presentation of argument

Integrates tables, charts or diagrams to

enhance communication of information

Appropriate and adequate use of referencesand correctly structured reference list

Style (10%)

Literacy standardsentences and

paragraphs make sense

Succinct and concise business writing style

Engages reader with topic and holds readers

attention

Research and use of theory demonstrates

creativity and engagement with topic

Mark:______________Comments:_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


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BUMKT6904 Individual Presentation


Must be attached at the front of the presentation

Student Student Number Email


A) VOICE = 10% Comments

Audible and clear

Pronunciation

Appropriate speed

Effective expressionDynamic range

B) PRESENTATION = 10% Comments

Eye contact

Fidgeting/mannerisms

Use of body language

Engages audience

C) CONTENT = 50% Comments

Brief summary of articles key points

Link of course concepts to the article

Implications for service marketing

practitioners

Conclusion

D) ORGANISATION = 10% Comments

Logical structure of ideas

Clear links between slides

Overall timing of presentation

E) RESPONSES = 20% Comments

Ability to respond cogently

Mark:______________Comments:_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________


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BUMKT6904 Group Report


Must be attached at the front of the report

Student Names Student Numbers Email


Content (80%) Comments

Executive Summary (one page in length)

- Introductory sentence

- Major Findings- Major Recommendations

Introduction

- Description of an appropriate service

relationship

- Format of the report

GAPS Model of Service Quality and other

service marketing/service models

- Expectations/Perceptions

- Data/Analyses- Explanation/Findings

Conclusions and Recommendations

Structure (10%)

Follows required structure as per checklist

Demonstrates use of colour, headings, layout

to enhance presentation of argument

Integrates tables, charts or diagrams to

enhance communication of informationAppropriate and adequate use of references

and correctly structured reference list

Style (10%)

Literacy standardsentences and

paragraphs make sense

Succinct and concise business writing style

Engages reader with topic and holds readers

attention

Research and use of theory demonstrates

creativity and engagement with topic


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Mark:______________Comments:_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

________________________________________________________________________________________________________________________________________________________________________________


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BUMKT6904 MARKETING SERVICE ORGANISATIONS

Aspects that need to be checked before submitting assignments

1 School cover sheet Top pagecompleted and signed

2 Assessment Criteria Sheet

(ASC)

Second pagecompleted and signed

Use as a checklistplace a tick by every item (and sub-

item) that you have checked

3 Assignment cover page Third pagecompleted as format in Course Description

see p. 9

4 School cover sheet, ACS and

Report

All in ONE Word document

5 File name Surname/first name/assignment title e.g.,

Errey/Robert/GroupReportAn Analysis of a ServiceRelationship

6 Report format FontArial

Size12

Paragraphsfully justified

Line spacingdouble line spacing between each line

Paragraph spacing6 points before and 6 points after

Pages numbered bottom right hand corner

All tables and diagrams labelled at the topthey do not

form part of the word count

APA reference style

7 Referencing In-text referenceAPA

Reference (list)APA

If you quote an author you need (Smith, 2011, p. 23)the

reader must be able to go to the quote so the page

number is required.

8 Third person For the Individual Assignment do not write in the first

personavoid I, we, ours, etc. Use it, its, theirs etc.

For the Group Assignment you can use I, we, ours, etc.

because its about your service encounter.

9 Australian English Do not use US spellingin most cases Australians use ans rather than a z e.g., minimise (correct) v minimize

(incorrect). Colour not color, behaviour not behavior, etc.

The only time you would use US spelling is when it

appears in a direct quote you are using

10 Numbers APA style requires you to used words for numbers less

than 10. Use words when starting a sentence with a

number. Use $4,500 and not $4500

11 Apostrophes Students often have an apostrophe when using the plural

case and do not use it for the possessive casecheck

online for some help or the texts I mentioned in an email

about 10 days ago

12 Subject-verb agreement (also Single subject requires a single verb e.g., UB has an


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covered under Syntaxbelow) advertising campaign NOT UB have an advertising

campaign. Its campaign stress fun NOT Their campaign

stresses fun

13 Colloquialisms A business/academic report should be written in a formal

styleexpressions like McDonalds has lots of differenthamburgers is not appropriatedo not use lots. There

are other words that are also too informal for a

business/academic reportso just check your words when

you proof read

14 Ampersand (&) Avoid using in this in normal sentences e.g., we had a

burger & drink. There will be times when it is appropriate

check the APA style manual

15 Syntax Covers the construction of a sentence

For help refer to

http://faculty.washington.edu/ezent/imsc.htm16 Proof read Do not just read the sentence but read it out ALOUD

perhaps to someone else or ask the other person to read it

to you. Then askdoes this make sense? Correct

accordingly

17 Turnitin Use this as one way of checking obvious in-text

referencing issues

18 Starting a sentence Avoid And and But when writing formal reports.

Because is acceptable these days but for an old man it

hard to accept!

19 Table of Contents Learn to use how to insert a ToC via the References tab in

Word

Semester 2 2013 Page 18 of 18
http://faculty.washington.edu/ezent/imsc.htmhttp://faculty.washington.edu/ezent/imsc.htm

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Bumkt6904 Sem 2 2013 Jc Mit