Exploratory Research: Division Chief And The Administrative Assistant

Introduction The three appropriate types of research that the division chief and the administrative assistant can utilize to uncover the reasons for falling quality in customer service are the exploratory study, the communication study and the causal-explanation study. Each of these three studies will be described and will contain persuasive explanations as to why the decision for each of these three types of research will greatly assist the chief and the assistant in their research.

Exploratory Study, Experience Survey and Secondary Data Due to the generalized nature of an exploratory study in the field of research, this study will be one of the appropriate selections in regards of research for the conglomerate of hotels under examination.

Responses derived from complaints of former and long time customers over a specific period of time fall into the category of communication study. These findings will highlight or point out the probability of a pattern of decline and correlation in and between the quality of customer service and professional attitude. Suggestions could also be extracted from the respondents as what may the firm do in order to reaffirm their good standing in regards to customer service; for example, should servers be more personable and relatable to their customers, should management and other supervisory agents be available for the customers to reach if ever a complaint gets out of hand, etc. Furthermore, the option between making the study personal or impersonal, gives some underlying confidence to the customer that their opinions and viewpoints are valuable to the company, and that their confidentiality is to be respected and cared

By observing other independent variables such as the characteristics and capabilities of the employees in regards to their work activities, and how those variables effect the outcomes of other variables, such as customer satisfaction and worker productivity, management can get better insights into how to solve their dilemma for the decrease of customer satisfaction. This can be done through an asymmetrical relationship with a Property-Disposition-Behavior nature. The demographic characteristics of the employees, such as age and gender (Property), the personalities that demonstrate how specific individuals perform under volatile circumstances (Disposition), and the actions (Behaviors) that are influenced by the property and disposition may bring about the necessary revealing facts that influences the levels of customer satisfaction and service. This last form of research may require more in-depth analysis of the dilemma compared to the prior two studies of communication and exploratory, because not only must the researcher uncover all variables, both independent and dependent, and their relationships with one another, but the researcher must also delve into the why the causational relationship is taking place. This will give further insight as to why there's a drop in customer satisfaction and how management can