CASE STUDY: RAMADA 1
Case Study: Ramada Demonstrates its Personal Best™
Patrick Robertson
School of Business, Liberty University
BUSI600: Business Research Methods
Dr. Godson Mensah
July 28, 2024
CASE STUDY: RAMADA 2
Case Study: Ramada Demonstrates its Personal Best™
Build the management-research question hierarchy for Ramada.
Using the management-research question hierarchy, management's first item of concern is
the symptom or what is causing the concern or the management dilemma (Schindler, 2022).
Concerning Ramada and its 900 plus hotels, the concern is how can the company and its
franchisees improve customer service in a growingly difficult hotel market. Symptoms or the
market question seem to be geared toward the service employees provide, not the rooms and
amenities, so the company and management look to find the root cause by looking at the hiring
process. Identifying that management wants to examine, through research questions, their
employees' hiring, training, and motivation, the course of action to their future success is the
buy-in of the employees to customer service and all the training along the way that helps them to
get there. The advantage they can gain over other brands is to find what successful and highly
rated businesses use to hire, train, and motivate their employees and use as a baseline to create
their program, enacting the investigative step. Using examples from Disney, Southwest Airlines,
and TGI Friday’s Ramada measured their wants for their program. Finally, the management
decision was made from information gathered and a survey of their employees as to how they
wanted to receive their training and what would motivate them, using incentives, all to improve
customer satisfaction.
Apply the research process model to the Ramada research initiative.
