Customer drvice operations and excellence

the question is: SERVIVAL OF THE NEWSPAPER INDUSTRY: IMPACT OF THE INTERNET. DEBATE CRITICALLY THE ISSUES FROM A SM2037 PERSPECTIVE.

please use yardsticks as stipulated in the moduel hand book as a guide in writing the report.

i have attached the SM2037 hand book.
please note that the writ-up MUST have references to the aspects covered in SM2037 and MUST show explicitly the academic underpinning of the issue with appropriate Havardtyle protocols adhered to.

REF: CORE TEXTFITZSIMMONS, J.A & FITZSIMMONS .J. (2008) SERVICE MANAGEMENT OPERATIONS: OPERATIONS, STRATEGY &INFOMATION TECHNOLOGY, MCGRAW-HILL

RECOMMENDED: BROWEN .M.N. & KEELY S.M (2006)ASKING THR RIGHT QUE, A GUIDE TO CRITICAL HALL

CLARK G. & JOHNSTON .R (2005) SERVICE OPREATIONS MANAGEMENT: IMPROVING SERVICE DELIVERY, FT PRENTIC-HALL

CLARK M.&BAKER S. 2004 BUSINESS SUCCESS THROUGH SERVICE. EXCELLENCE, BUTTERWORTH HEINEMAN.