The key questions to answer are:
1. What did the researcher/writer want to find out (in the Introduction usually)? (briefly)
2. What other literature did he/she review? (be very brief here)
3. How did he/sh do it (method/methodology)? (also be very brief here)
4. What were his/her main findings (in the Results section usually)? (Important- to be foucsed on)
5. What are the implications for organisations (in the Discussion/Conclusion secxtions usually)? (Important- to be foucsed)
for Book reference “Service Management” for James A. Fitzsimmons and Mona J. Fitzsimmons
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