1. ABSTRACT (a paragraph of 150-200 words)
– synopsis of what your article is all about; should not have a page number
– this section should be done last
2. INTRODUCTION – usually 2-3 pages
(a) Background of your research (highlight why your study is important)
(b) Statement of the Problem
(c) Purpose of Study (what do you seek to accomplish?)
(d) Specific Research Question(s)
3. {BODY OF PAPER}
• this is the main part of the paper and should consist of numerous headings
and sub-
headings that represent the major ideas or themes of your paper.
• it should include a review of what other studies have done on the same topic
and highlight
your specific contribution to the field.
• you should support your points and arguments with real-life cases, company
examples,
statistics, data, and other documentation.
4. MANAGERIAL IMPLICATIONS
– what valuable practical lessons can managers draw from your study?
5. CONCLUSION
– summarize the key points of your paper, its limitations, and provide
suggestions for
future research.
6. REFERENCES / BIBLIOGRAPHY (no page number for this section)
– see guideline for referencing.
7. APPENDICES (no page number)
– this section would contain all the figures/tables/graphs/images, etc. used in
your study (if
any).
– there should be no page numbers for this section.
– each figure or table must have a title, a reference at the bottom, be
numbered
sequentially (e.g. Figure 1, 2, and so on) and referred to inside the text.
EVALUATION CRITERIA:
✓ Is the study an in-depth analysis of a specific area or a broad treatment of
a subject?
✓ Are the research questions specific, current, interesting, and controversial?
✓ Are the research questions directly and clearly answered in the paper? (80/20
rule)
✓ Is the review of the literature thorough and comprehensive enough?
✓ Are the author’s ideas original and thought provoking?
✓ Are points well supported by case examples, data and other documentation?
✓ Are references properly cited, complete and up to date?
✓ Is the writing style clear, concise and free of grammatical/typo errors?
✓ Does the paper meet the minimum acceptable “turnitin” score?
✓ Is the contribution to the field significant
Here are some articles worth reading:
https://www.mckinsey.com/capabilities/operations/our-insights/where-is-customer-care-in-2024
https://web-assets-pdf.bcg.com/prod/how-generative-ai-transforms-customer-service.pdf