Running head: DISCUSSION BOARD #4 1
Group #1, Discussion Forum #4
Liberty University
BUSI 600
DISCUSSION BOARD #4 2
Group #1, Discussion Forum #4
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 manager have mentioned some tension
among the 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 in this situation
Before deciding which type of research design to conduct in a study, it is important to
understand the main purpose and roles of the research design. The essential reason for the
research design, defined in our textbook, is to cover “an activity – and time- based plan, a plan
always based on the research question, a guide for selecting sources and types of information, a
framework for specifying the relationships among the study’s variables, [and] a procedural
outline for every research activity” (Cooper & Schindler, 2014, p.125). Depending on the type
of research design used, Exhibit 6-3 Descriptors of Research Design shows eight different
categories (aka descriptors) and descriptions on what each can contribute towards the research
(p. 126).
Exploratory Studies.
Exploratory research is best used “when researchers lack a clear idea of the problems
they will meet during the study” and “develop[s] concepts more clearly, establish priorities,
develop operational definitions, and improve the final research design” (Cooper & Schindler, p.
129). This research method is also known to save time and money.
DISCUSSION BOARD #4 3
I would first use this research method as it would allow all parties involved to develop
initial theories on the relationship between the number of complaints and the negative attitudes
of housekeeping and other employees. A great example of this method is a study performed by
Jason Draper, An exploratory study of the difference in prior travel experience and tourist
information sources, where it discussed the detailed process and variables in this study. “With so
much information available, it is important for destinations to understand which sources are
important in terms of influencing the decision” (Draper, 2015). This method would help provide
different ideas, clarification on the issue, and possibly uncover any variables that may be useful
in the research. Exploratory research will help researchers create more detailed questions and
explore within the issue, which can then help improve the final research design.
Descriptive Studies.
Descriptive Research method is more structural with a formal approach to the research.
It would include a clear hypothesis or investigating question to serve a purpose in finding these
research objectives: “1 Descriptions of phenomena or characteristics associated with a subject
population (the who, what, when, where, and how of a topic). 2 Estimates of the proportions of a
population that have these characteristics. 3 Discovery of associations among different variables.
(Can also be labeled as a correlational study)” (Cooper & Schindler, p. 134).
Descriptive studies can help the managers and myself define, profile, predict, and
examine the situation. It can provide more detailed information and make a little easier to
pinpoint the guest’s complaints and how it can be impacted by the housekeeping and employee’s
attitude. Although this method can create more flexible solutions, I would still prefer to use
DISCUSSION BOARD #4 4
explanatory studies as my first option. Explanatory studies will still be able to help clarify the
issue and provide explanations and alternatives solutions towards the issues at a lesser cost.
Causal Studies.
Causal studies would not be my preference of research to use for this hotel complaint
issues. This research is used to seek out three types of evidence: “1. Covariation between A and
B. 2. Time order of events moving in the hypothesized direction. And 3. No other possible causes
of B” (Cooper & Schindler, p. 137).
I can understand how this research method can be beneficial when finding the correlation
of different variables and combining all of the previous studies within one another to create the
final conclusive solution to the issue on the number of increasing guest complaints. This study
can help provide more detailed information and determine why the complaints were received.
Barry University performed a study, Theme park employee satisfaction and customer
orientation, exploring the relationship between employee job satisfaction and customer
orientation. The results of the correlation concluded that in that study, it “indicated that
employees in the [theme] park under study felt they were treated unfairly on a variety of
dimensions (including pay and working conditions). The results found in this study may be
impacted by fairness perceptions” (Wagenheim & Anderson, 2008).
I would still prefer explanatory research to be my first option in this situation. If given
more time and funding to perform the research, I could possibly see the use of this method as an
option because it can still help find solutions in actions that the managers and I would need to
take in order to address the issue on the guest’s complaints due to the housekeepers’ and
employees’ attitudes. Overall, all these research methods are good options in finding the solution
DISCUSSION BOARD #4 5
to this guest’s complaint issue. “All Scripture is breathed out by God and profitable for teaching
for reproof, for correction, and for training in righteousness” (2 Timothy 3:16, ESV). Research
is performed in order to teach and help His children find the truth. Not only that, it is to help
teach and train future generations in doing righteousness and with a kind heart. The truth will
reveal itself and it will the way that it is meant to be.
DISCUSSION BOARD #4 6
References
Cooper, D. & Schindler, P. (2014). Business Research Methods. 12th Ed. New York, NY:
McGraw-Hill/Irwin.
Draper, J. (2015). An exploratory study of the differences in prior travel experience and tourist
information sources. Tourism and Hospitality Research. 16(2), 133-143. Retrieved from:
DOI: 10.1177/1467358415600216
Wagenheim, M., & Anderson, S. (2008). Theme park employee satisfaction and customer
orientation. Managing Leisure, 13(3/4), 242-257. Doi: 10.1080/13606710802200944
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