Business Forum
1. Ch. 6 - 7 -- You are the administrative assistant for a division chief in a large holding company that owns several hotels and theme parks. You and the division chief have just come from the CEO’s office, where you were informed that the guest complaints related to housekeeping and employee attitude are increasing. Your on-site managers have mentioned some tension among workers, but have not considered it unusual. The CEO and your division chief instruct you to investigate. Suggest at least three different types of research that might be appropriate to the situation.
This research would be classified as an exploratory study. There is a loose basis for what the researcher wants to figure out. Through an exploratory study, the researcher can begin to further develop a hypothesis. The other degree of research question crystallization is a formal study, which is much more precise and involves a previously formulated hypothesis. After establishing the type of study, one could use an experience survey to better understand the types of complaints. This would be used to survey customers on how they felt about their experience within the company. Some questions to be asked in an experience survey could include:
-How would you rate your overall experience?
-What are some things the company could improve on?
-Have you ever been here before?
-Will you be a returning customer?
-Were there any employees that you would like to acknowledge for service excellence?
Lastly, the researcher could make these experience surveys longitudinal studies. A longitudinal study is research that “is repeated over an extended period of time (Cooper and Schindler, 2011, p. 142).” This aids the company to keep up with the complaints, and make sure that if they do improve, that the improvement has longevity.
2. Ch. 6 - 10 -- Use the eight design descriptors in Exhibit 6-3 to profile the research described in the Chapter Snapshots.
Cheskin Knows Teens A. Degree of
This research would be classified as an exploratory study. There is a loose basis for what the researcher wants to figure out. Through an exploratory study, the researcher can begin to further develop a hypothesis. The other degree of research question crystallization is a formal study, which is much more precise and involves a previously formulated hypothesis. After establishing the type of study, one could use an experience survey to better understand the types of complaints. This would be used to survey customers on how they felt about their experience within the company. Some questions to be asked in an experience survey could include:
-How would you rate your overall experience?
-What are some things the company could improve on?
-Have you ever been here before?
-Will you be a returning customer?
-Were there any employees that you would like to acknowledge for service excellence?
Lastly, the researcher could make these experience surveys longitudinal studies. A longitudinal study is research that “is repeated over an extended period of time (Cooper and Schindler, 2011, p. 142).” This aids the company to keep up with the complaints, and make sure that if they do improve, that the improvement has longevity.
2. Ch. 6 - 10 -- Use the eight design descriptors in Exhibit 6-3 to profile the research described in the Chapter Snapshots.
Cheskin Knows Teens A. Degree of