Instructions: Write your responses to the discussion questions in a Word document and upload it for grading.
1 Build the management-research question hierarchy for Ramada.
Ramada’s Management-Research Question Hierarchy
Clarifying the Research Question
Discover the Management Dilemma
Trends show that customer satisfaction is decreasing in the hospitality industry.
Define the Management Question
What can RFS do to ensure its customer service rating does not decline?
Define the Research Question(s)
What are the factors contribute towards customer satisfaction? How will or what course of action will RFS use to research in identifying changes to be made?
Refine the Research Question(s)
How does the areas of hiring, training, and motivation influence customer satisfaction?
Which companies are known for their best programs in hiring, training, and motivation?
RFS believes that employee input is critical to developing new programs towards hiring, training, and motivation. With that said; what is the best way or what environment will allow RFS to get direct,
face-to-face employee input?
What is sufficient amount of time to conduct
this research to gain the amount of data needed?
2 Apply the research process model to the Ramada research initiative.
a Explain the role and process of exploration in Ramada’s research. Answer: Exploration is the “process of collecting information to formulate or refine management, research, investigative, or measurement questions…” . RFS explored by researching which companies were the best in the areas of hiring, training, and motivation because according to the D.K. Shifflet Survey, these areas were highlighted as being critical factors which influenced customer service....