University Barbershops Case Study

Aims and Objectives

As an undergraduate student I wander what attributes university barbershops highly profits. The service-profit chain illustrates employee work performance and assessment of customer for firm influence company profit outcome (Kamakura, Mittal, Rosa and Mazzon, 2002). In fact it experiments the service profit chain in many service businesses, such as banking, retail and hospital (Kim and Richarme, 2009). While there a few researches are in university barbershops. My topic would connect with the theory service-profit chain. Thus, I want to investigate if the theory can successfully apply to university barbershops. My research question is does the theory service-profit chain can successful apply to university barbershops in

It has three categories data, gathering 100 employees’ satisfaction and loyalty from target population through questionnaire. The questionnaire for surveying employee satisfaction incorporated working condition, organizational culture, employee promotion, leadership and management and salaries. In a consequence, calculate the mean scores for employee satisfaction of a university barbershop (Morgan, 2017). Additionally, as for employee loyalty questionnaire, which consider employee satisfaction, individual evaluation, workplace environment and perspective of firm training and other programs. What is more, I as well as need to do survey with customers of university barbershop to access 300 customers satisfaction and loyalty. Due to customer satisfaction is extremely subjectively feeling hence different customer perhaps has different attitude with the barbershop, consequently gathering data sets through questionnaire based on their expectation and requirements. For instance, leverage scores on each simple situation such as service of people who wash your hair to measure customer satisfaction (Cacioppo, 2000). In general, there are three indicators of customer loyalty, first, retention that reveal customer overall attitude of your firm, if they willing continue spend money on your barbershop, it would show their loyalty. Next driver is advocacy, according to recommend the barbershop

I plan to analyze barbershops of Chengdu University of Technology and University of Electronic Science. For my university’s barbershops, I can use some existing contacts to gather data. Because my classmates and friends as well as customers of university barbershop, thus it is convenient for me to access data related with customers. However, it would not sufficient for 300 customer satisfaction and loyalty data sets. Hence it also needs to do survey for another barbershop’s customers through questionnaires. Additionally, at the beginning I as a customer status go to barbershop and do survey for employees and ask the contact approach for the managers. Just I above mentioned, the barbershop’ profits is not easy to access. While, it is possible to use existing contacts help me to create new contacts, which means implement the track record in order to persuade the financial managers tell me its gross margin. What is more, it is better that make an appointment with them before face to face survey according to telephone call to introduce myself and purpose of survey. Meanwhile, I need to be very polite and show my positive attitude to make them feel comfortable and willing to see me (Saunders, Lewis and Thornhill,