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Discussion Board Forum 4 6.7

Liberty University

Amanda Williams

Suggest at least three different types of research that might be appropriate in this situation?

I will be examining different types of research to investigate customer complaints related to the housekeeping department which include the cleaning efforts and the staff attitudes. I will be discussing exploratory studies, longitudinal studies, and cross sectional studies. All of these options are viable options when it comes to what our company is looking for.

Exploratory Studies

The leadership group within the company is undecided when it comes to the bottom line of where the complaints are coming from. Cooper and Schindler inform us that the purpose of an exploratory study is to become more clear on a hypothesis so that a more formal study can be completed in the future (2014). Leadership within the company has been approached by the on-site manager, who has noticed increased tension between staff members which is unusual. An exploratory study allows research questions to be explored but no final answers to the research questions will be determined (research-methadology.net). The hotel can collect data in regards to the complaints against the housekeeping department and compare those complaints to years in the past. This data can be looked at and will help to determine future research. In addition to this data, the hotel should investigate employee satisfaction within the chain. This may also be helpful with current and future research studies.

Longitudinal Studies

Longitudinal studies look at data over time, often years or decades. They look at information obtained over a span of time versus a specific point in time. A longitudinal study would be helpful here in this situation because researchers could examine customer complaints with staff and location. Longitudinal studies are useful because they take a long period of time and examine different areas of that time period and compare and contrast different occurrences. By utilizing this research methods approach, we may be able to narrow down certain housekeeping staff with certain customer complaints. Longitudinal studies are also called prospective studies because they follow subjects over a length of time (Johnson, 2010).

Cross-sectional Studies

Cross-sectional studies are important because they provide snap shots of where longitudinal studies may be need to be done (Johnson, 2010). The use of a cross-sectional survey in this situation would be beneficial if utilizing customer satisfaction type questions. We utilize a cross -sectional type customer satisfaction survey in my job. This allows us to show customer satisfaction with a particular person/persons linked to a particular encounter. Surveys are very useful but can be very objective. Depending on the questions and responses received, answers can be interpreted in different ways. Remember that cross-sectional studies may have to be repeated to compile trends over time.

Conclusion

The organization must remain committed to its customers and at the same time its employees. When things arise within an organization, it may seem trying for the organization. The organization will be stronger after deciphering where the problems lie. “After you have suffered a little while, the God of all grace, who has called you his eternal glory in Christ, will himself restore, confirm, strengthen, and establish you” (English Standard Version).

References

Cooper, D. R., & Schindler, P. S. (2014). Business research methods (12th ed.). New York, NY:

McGraw-Hill. ISBN: 9780073521503.

Johnson, S. (2010). Pediatrics in Review. Research and Statistics, 31(6), 250-252. Retrieved from