Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd
Upload
2K views

Assignment U2

The Friendly Telephone Company was receiving many customer complaints about problems with residential telephone lines. Researchers spoke to 100 customers to identify specific problems and their causes. They developed a theoretical base, collected detailed data, and analyzed the results. The researchers promised their findings would have an 85% chance of accurately solving the problems. They would then make recommendations to the company based on their data analysis.

Uploaded by

Shaon Islam
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
2K views

Assignment U2

The Friendly Telephone Company was receiving many customer complaints about problems with residential telephone lines. Researchers spoke to 100 customers to identify specific problems and their causes. They developed a theoretical base, collected detailed data, and analyzed the results. The researchers promised their findings would have an 85% chance of accurately solving the problems. They would then make recommendations to the company based on their data analysis.

Uploaded by

Shaon Islam
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 2

ACTIVITY- Assignment

Critique the following research done in a service industry as to the extent to which it meets the hallmarks
of scientific investigation discussed in this chapter.

The Friendly Telephone Company


Customer complaints were mounting, and letters of complaint detailing the problems they experienced
with the residential telephones lines were constantly pouring in at the Friendly Telephone Company. The
company wanted to pinpoint the specific problems and take corrective action. Researchers were called in,
and they spoke to a number of customers, noting the nature of the specific problems they faced. Because
the problem had to be attended to very quickly, they developed a theoretical base, collected relevant
detailed information from a sample of 100 customers, and analyzed the data. The results promise to be
fairly accurate with at least an 85% chance of success in problem solving. The researchers will make
recommendations to the company based on the results of data analysis

Answer: Scientific investigation is systematic way in which the researchers required to answer
the questions and communicate the results to the people. Scientific research refer to a research
that has many attributes that allow the conclusion to be tested  and verified by others. It is
systematic process of applying certain research methodology, methods, principles and
standards that characterize a study.
In this case, researcher use rigour as element of scientific investigation. The researcher that
involve in this case are required to solve the issues. They did not do assumption that the
measure is variable. They do test on the respondent. In the case of The Friendly Telephone
Company, researcher solve it by spoke to a numbers of customers to measure whether they are
having the same problem as the same as the others who do a complaint on the residential
telephone lines. Researcher also do theoretical base and collect relevant information regarding
the issues from the sample of 100 customer.
In the case of The Friendly Telephone Company, there is the element of precision and
confidence used by the researcher. This is because the precision and confidence means any
researcher must be accurate as possible about the concepts and the indicators. This is where
the researcher have promise that they are fairly accurate regarding on the results of the test that
they are handle to overcome the problems of residential telephone lines. With at least 85% of
the result have a chance to success in the problem solving.
The element of testable is being used by the researcher where they did do test on some of
respondent to look upon on how serious this issues. Researcher have talk to a number of
customers to look upon the roots of the problem to solve it which have been requested by the
Friendly Telephone Company.
The research is systematic because researcher do think on how to point out the real problem of
customer which they have spoke to a number of customers and collect the relevant information
on 100 customers. This have been done in a way that the researcher have ask the same
question on the different respondent which is the customer itself.
The researcher required by the Friendly Telephone Company did not take the objective as the
element of scientific research. This is because there are certain things that are not stated clearly
such as the number of resident facing same problem and also which area that are disrupted
with the telephone lines. Objective should be clearly stated and understand by the researcher
before doing some research, besides the research should not interfere with the outcome of the
problem.
The element of parsimony did not been taken by the researcher due to there is no model or
theories used in solving this issues. Instead, they do a test on several customers, analyse the
data and come out with good solutions.

You might also like