REFERENCES & BIBLIOGRAPHIES

1. REFERENCES & BIBLIOGRAPHIES

2. PLAGIARISM To knowingly take or use another person’s invention, idea or writing and claim it, directly or indirectly, to be your own work.

3. THERE ARE THREE MAIN FORMS OF PLAGIARISM: • Copying, summarising or paraphrasing words from a significant source straight into your assignment without acknowledging the source • Copying another student’s work and then claiming or pretending it to be your own. It is also plagiarism if you allow another student to copy your work. • Colluding with other students and submitting identical or near identical work

4. HOW TO AVOID PLAGIARISM (1): By summarizing in your own words as best you can another person’s work, and by giving acknowledgement to that person in your assignment. This is done by citingyour sources (a partial reference) in the text of your assignments and listing all your sources in a referencessection at the end of the assignment.

5. HOW TO AVOID PLAGIARISM (2) …or, by using quotation marks in your assignments to distinguish between your words and the other person’s words. Once again, you would acknowledge your sources in your references.

6. WHY use references in assignments ? • To give the reader the source of statistics & other data • To add support to your own arguments or point of view • To refer the reader to the source of a quotation or definition • To acknowledge a specific writer who has influenced your own thinking, or whose ideas you have summarised or paraphrased • To give the reader the source of any significant information you have summarised or paraphrased and therefore avoid plagiarism.

7. YOU DON’T NEED TO REFERENCE • Information drawn from a variety of sources to summarise what has happened over a period of time and when the summary is unlikely to be a cause of dispute or controversy • When pulling together a range of key ideas that you introduced and referenced earlier in the assignment • When stating or summarising generally undisputed facts circulating freely in the public domain and when there is unlikely to be any significant disagreement with your statements or summaries of these.

8. WHEN to reference ? Try the Plagiarism Quiz …

9. REFERENCING • We use the HARVARD SYSTEM in the School of Management • This involves citing the source (e.g. an author or name of a source organisation) as you write. • The HARVARD SYSTEM is relatively easy to learn and use in assignments

10. A citation is a partial reference that you include in the main body of your assignment. Areference is the full details of the source that is included in the ‘References’ or ‘Bibliography’ section, which you should include at the end of your assignment. CITATIONS & REFERENCES

11. EXAMPLE OF CITATIONS IN AN ESSAY: Although Handy (1994) has argued that education is the key to economic success for individuals, organisations and nations, a majority of adults in the UK have yet to be convinced or persuaded of this argument. In 1999 only forty per cent of adults had participated in any sort of formal learning in the previous three years. Of these, a significant majority was from social class groups A, B and C. Only a quarter of adults from semi-skilled or unskilled work backgrounds had involved themselves in formal education (Tuckett1999). The consequences for people without qualifications who lose their jobs are often serious. A study of long-term unemployed people in Yorkshire found that sixty-one per cent had no educational qualifications, and a significant number of these had special learning needs. (Y&HES 1998). There would appear to be a link too, between lack of qualifications, poor health and a disengagement from participation in political or civic life, and could aggravate the situation of unemployment for the people concerned (Hagen 2002).

12. EXAMPLE OF A ‘REFERENCES’ SECTION AT END OF AN ASSIGNMENT: REFERENCES Hagen, J. (2002). Basic Skills for Adults. Birmingham:The Guidance Council. Handy, C. (1994). The Empty Raincoat. London: Hutchinson. Tuckett, A.(1999). ‘Who’s Learning What?’ The Guardian 18/5/1999, p. 13. Y&HES: Yorkshire and Humber Employment Service (1998). Survey of Clients Aged 25+ Unemployed for Two Years or More. London: Department for Education and Employment.

13. EXAMPLE OF A BOOK CITATION & REFERENCE: • Citation in the text: (Handy 1994) • Full Reference at the end of the assignment: Handy, C. (1994). The Empty Raincoat: Making Sense of the Future. London: Hutchinson.

14. EXAMPLE OF CITING REFERENCING A CHAPTER FROM A ‘READER’ • Citation in the text: (Chaplin 1989) • Full Reference : Chaplin, J. (1989). ‘Counselling and Gender’, in W. Dryden, D, Charles-Edwards, & R. Woolfe, R. (eds.) Handbook of Counselling in Britain. London: Routledge.

15. EXAMPLE OF CITING & REFERENCING AN ARTICLE IN A JOURNAL • Citation: (Patten 1988) • Reference: Patten, J. (1988). ‘Crime: a middle class disease?’ New Society , 84, 12-13.

16. EXAMPLES OF CITING & REFERENCING AN INTERNET SOURCE: • Citation in the text: (Ellison & Barry 2003) • Full Reference: Ellison, P.T. & Barry, R.E. (2001). ‘Business English for the 21st Century’, 2nd Edition, http://cwx.prenhall.com/bookbind/pubbooks/ellison/ (accessed 3rd October 2003).

17. INTERNET SOURCES (continued) • If a specific author’s name(s) is not shown, then citethe name of any publication shown & date of publication (if given), You don’t cite the website address. • In the References section start with the name of the organisation, date shown on the site for publication (if any), title of article/sub-heading of screen, then the full URL address, and then date you went to the site, e.g. Office for National Statistics (2002). ‘The Jobs People Do’. www.statistics.gov.uk/cci/nugget.asp?id=11, (accessed 05/07/2004).

18. CITING & REFERENCING COURSE NOTES • Citation: You would normally cite the lecturer’s last name & year course notes were produced, e.g. (Low 2004) • Reference: Low, C. (2004). Marketing Communications, from MA Course Manual, 2004/5, p.2. University of Bradford, School of Management.

19. HOW to reference ? • Try the OM essay quiz

20. Defining Quality Slack et al note “There is no clear or agreed definition of what quality means.” (2007, p 538). Compounding that lack of clarity is the fact that “Much of the theory of quality comes from work with processes which are by their nature reproduced many times -” (Brown et al, 2000, p 216). The ASB service, called upon in 300+ cases in the last 12 months, is effectively a different service every time it is provided because:

21. Quality gurus like Feigenbaum extended principles developed in production settings to services operations and developed definitions of quality such as the following: • “The total composite product and service characteristics…through which the product or service in use will meet the expectations of the customer”. (Feigenbaum, 1983 in Brown et al, 2000, p 194).

22. Such definitions are difficult to apply to services such as the ASB service. Dotchin and Oakland (1994) note that service packages are inevitably different from one another, hard to evaluate objectively, and consumers may have quite different ways of assessing these. Garvin (1988, in Brown et al, 2000, p 194) raises two significant difficulties of relevance to the ASB service: • Customers may have very different perceptions of quality • It may be difficult to identify the key attributes that connote quality

23. Such confusion about the definition of quality affects how RSL’s measure service quality. Williams et al (1999) note that measuring service quality in the housing sector is done largely through use of hard, easily quantifiable data. That approach to the measurement of quality is reflected in the ASB service standards, in which the only measurable attributes of the service are defined as: • speed with which staff will respond to reports • fact that Connect will accept hate incident reports • use of methods to resolve disputes, including use of legal action where appropriate

24. Slack et al (2007, p 541) provide a definition of quality that may be helpfully applied to the ASB service, that being: “Quality can be defined as the degree of fit between customers’ expectations and customer perception of the product or service.”

25. The diagram below outlines the implications of such expectation / perception gaps. (DIAGRAM) (Slack et al 2007, p 541)

26. Though Buttle (1996) noted that there is little evidence that customers assess service quality in terms of expectation / perception gaps, Connect recognises the importance of the extent to which services meet customers’ expectations. The association incorporated questions designed to assess this into its last satisfaction survey (a survey of a range of Connect services) but it is likely that the association asked the wrong question! As seen below, the survey measured the degree of fit between importance to customers and satisfaction with service.

27. Connect Essay References • Brown, S, Lamming, R, Bessant, J and Jones, P – (2000) – Strategic Operations Management – Oxford: Butterworth-Heinemann. • Buttle, F – (1996) – “SERVQUAL: review, critique, research agenda.” – European Journal of Marketing 30 (1) – pp 8 – 32. • Dotchin, J A and Oakland, J S – (1994) – “Total Quality Management in Services. Part 3: Distinguishing Perceptions of Service Quality.” – International Journal of Quality and Reliability Management 11 (4) pp 6 – 28 • Leadership Factor – (2007) – Customer Satisfaction Survey 2007 – Unpublished survey, Connect Housing, Leeds. • Slack, N, Chambers, S and Johnston, R – (2007) – Operations Management (fifth edition) – Harlow: Prentice Hall. • Williams, C S, Saunders, M N K and Staughton, R V W – (1999) – “Understanding service quality in the new public sector: An exploration of relationships in the process of funding social housing.” – The International Journal of Public Sector Management 12 (4) – pp 366 – 379.

28. YOUR LIST OF REFERENCES: • You have just one list – in alphabetical order (using the last name of the author or name of organisation) • You DON’Thave separate lists for different types of source, e.g. books, articles, internet sources etc – you record all your sources in one long list of references

29. REFERENCES: The sources of things you have read (heard or watched) and that you want to refer to specifically in your essays or reports BIBLIOGRAPHIES: A list of everything you have read for the assignment, whether or not you have made specific reference to it in your writing WHAT ARE REFERENCES & BIBLIOGRAPHIES?

30. ELS ResourcesWebsite link • SoM Home Page • Resources • Effective Learning Service • Teaching Materials from Effective Learning Workshop • Assignment Success ………