Strategies to Manage Customer Complaints Assignment.

Research Question

What strategies do leaders of pharmaceutical companies use to handle customer complaints?

My Notes: In your writing include below all topic (Word count like in sample example)

(1.8) Research Question – Qualitative Only
a. Lists overarching research question in approximately 10-15 words. a. Lists each interview or focus group question. Questions must contribute knowledge to the research question. Questions must be open-ended, and cannot be answered with a Yes or No. Strategies to Manage Customer Complaints Assignment.
b. Ensures research question aligns with the specific Business Problem and Purpose Statement.

(1.10) Theoretical/Conceptual Framework²⁴ Clearly and concisely identify the theoretical/conceptual framework. In quantitative studies, the theoretical framework is the appropriate term and in qualitative studies, the conceptual framework is the appropriate term. The student will articulate the theoretical/conceptual framework with concepts from the literature to ground and complement the applied business study. · This component should not exceed one page. It will be expanded upon in the literature review. See Theoretical/Conceptual Framework Video Tutorial at: http://youtu.be/P-01xVTIVC8
a. Identifies and describes the theory or conceptual model for theoretical/conceptual framework.
b. Identifies theorist(s) of the theory or conceptual model for theoretical/conceptual framework.
c. Identifies date of the theory or conceptual model for theoretical/conceptual framework (if applicable).²⁵
d. Identifies key concepts/propositions/tenets of the theory or conceptual model for theoretical/conceptual framework²⁶.
E. Identifies how/why the theory or conceptual model for theoretical/conceptual framework is applicable and fits/applies to the study.
(1.13) Significance of the Study²⁷
a. States why the study findings may be of value to businesses.
b. States how this study may contribute to effective practice of business (improvement of business practice).
c. Identifies how the results might contribute to positive social change.

Significance of the Study

Contribution to Business Practice

Discuss how the findings, conclusions, and recommendations from your study could fill gaps in the understanding and effective practice of business.

Implications for Social Change

Provide a statement of the your study’s potential for effecting positive social change or the improvement of human or social conditions by promoting the worth, dignity, and development of individuals, communities, organizations, institutions, cultures, or societies.

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See below is sample example (See Yellow color highlighted part)

Interview Questions (Qualitative)

The interview questions are to be informed by the conceptual framework. Please see the Theoretical/Conceptual Framework video tutorial at: http://youtu.be/P-01xVTIVC8.

a. Lists each interview or focus group question. Questions must contribute knowledge to the research question. Questions must be open-ended, and cannot be answered with a Yes or No.

b. Ensures interview/focus group questions align with the research question.

1.1 – Interview Questions (Qualitative Only)

In qualitative studies, the researcher must first identify the population for the study (business leaders that have solved or are solving the specific business problem) and align the interview questions with the population and the research question. Interview questions must (a) provide answers to the research question, (b) not go beyond the research question (i.e., no demographics if not part of the research question), (c) be in the language (word choice) that the participant will understand, (d) be open-ended questions (no Yes or No answerable questions), and (e) be applied DBA rather than speculative PhD questions (see the example below).

Interview questions should be straightforward and ask what or how the business leader has addressed the research problem. Typically, case study and ethnographic interviews will be semistructured, semiformal, unstructured, or informal. Phenomenological studies use the phenomenological long interview with only one to three questions to have a longer discussion getting in depth data and reaching a state of epoché. Students should critically read about the different interviewing techniques and select the best technique for the study design.

Semistructured and semiformal interviews frequently include six to ten interview questions to allow time for probing questions. The final interview question in a semistructured or informal interview frequently asks the participant to share any additional information for addressing the research question(s): What additional information would you like to share about XYZ? One typically uses an unstructured or informal interview technique when having a more casual discussion often spreading the interview questions out over time during field visits (i.e., during a direct observation or participant observation phase in data collection).

In contrast, the phenomenological long interview typically has one or two interview questions. Although phenomenological interview questions are written as a question, the interview protocol involves creating an in depth discussion (typically 1-2 hours) and reaching a state of epoché. The phenomenological long interview requires more study and preparation as compared to more traditional interviewing techniques used in ethnography and case study designs.

Be cautious not to confuse the interviewing process with the interviewing questions. The concept of semistructured questions or semistructured interview questions does not exist.

Semistructured interviews (semiformal, unstructured, or informal interviews) are a specific interviewing technique/process. All qualitative interview questions are open-ended. However, the interview questions are not semistructured.

Example Research Question

What strategies do department store managers use to motivate their sales associates?

Example Applied DBA Interview Questions

What strategies are you using to motivate your sales associates?
What method did you find worked best to motivate your sales associates?
How did your sales associates respond to your different motivation techniques?

Example Speculative/Theoretical PhD Questions (do not use)

What strategies should managers use to motivate sales associates?
What method do you think will work best to motivate sales associates?
How do you feel your sales associates respond to other motivation techniques

Theoretical/Conceptual Framework

1.2 Theoretical/Conceptual Framework

A theoretical (for quantitative studies) or conceptual framework (for qualitative studies) offers a systematic view of a phenomenon. In other words, the framework provides a lens through which to view a phenomenon.

Identifying the Best Theory or Conceptual Model

Make certain that the theory aligns with the research question. Consider the following when searching for a theory or conceptual model for the conceptual framework.

Critically read peer- reviewed studies related to your topic and identify the theories that the sources found aligned with their studies. After one has read and synthesized numerous peer-reviewed studies related to the topic for the annotated bibliography, one will notice a few theories (or conceptual models) that aligned with several
Critically read the seminal work on the theories (or conceptual models) that you found in peer-reviewed studies related to your topic.
Related studies may be about the concept and not the specific
For example, if one is studying how the family owned wrecking yard leaders succession plan, one could look at studies on leadership training and development in other types of organizations. Strategies to Manage Customer Complaints Assignment.

Qualitative. Select the theory or conceptual model that best aligns with the research question.

As you can see, it is important to immerse yourself in the literature pertaining to your conceptual framework to gain a good understanding of the framework. More important, your literature review must include an exhaustive review of the literature pertaining to the conceptual framework you are proposing for your study. This is extremely important, as you will be required to discuss your findings as they confirm, disconfirm, extend, etc., the extant literature on your conceptual framework. You must critically analyze and synthesize the studies where your conceptual framework has been the lens through which the phenomenon has been viewed.

As outlined in the DBA Rubric, you are required to present a brief overview of your theory or conceptual framework in Section one of the proposal. Please note this is not to be a detailed review of your theory or framework. The detailed review is required in the Review of the Literature heading. Here, a model for presenting the theory or framework heading is offered.

You will want to state the name of the theory or identify the conceptual framework, identify the theorist if applicable, list key concepts of the theory or framework, identify any propositions or hypotheses, and identify how the theory or framework applies to your study. Please note there are obvious variations to this model depending upon your particular study and topic. However, the intent is to briefly present the key aspects of your theory and or framework and show how it fits into your study.

In one paragraph, describe the theoretical base or conceptual framework from the scholarly literature that will ground the study (providing citations). Base this description on the problem, purpose, and background of your study. Specifically, identify and describe:

(a) theory: theoretical base or conceptual framework,

(b) author of the theoretical base or conceptual framework (if applicable),

(d) key tenets, propositions, constructs, variables, hypotheses, etc., and

(e) how the theoretical base or conceptual framework is applicable and fits to the study. Strategies to Manage Customer Complaints Assignment.

Review the Theoretical/Conceptual Framework video tutorial at: http://youtu.be/P-01xVTIVC8 to aid in completing Theoretical/Conceptual Framework section.

Qualitative Example 1

Example research question. What strategies do department store managers use to motivate their sales associates?

Example conceptual framework. Vroom (1959) developed the expectancy-valence theory, which he later called the expectancy motivation theory (Vroom, 1964). The expectancy motivation theory suggests that employees will exhibit positive performance behaviors when they believe that their work will result in certain rewards (Vroom, 1964). Building upon Vroom’s expectancy motivation theory, Gilbert (1978, 2013) published his behavioral engineering model that provided a motivational foundation for the inputs that can lead to specific employee motives. Gilbert identified three categories covering information, instrumentation, and motivation. Within the manager’s scope of control are data, resources, and incentives. Within the employee’s scope of control are knowledge, capacity, and motives. Gilbert argued that if managers improved the availability of data access, provided the tools and equipment, or incentives to perform, employees would exhibit a change in willingness to participate. Likewise, if employees have a change in knowledge or capacity to perform, employees would exhibit a change in willingness to participate (Gilbert, 1978, 2013). Vroom’s (1964) expectancy motivation theory and Gilbert’s (1978) behavioral engineering model both align with this study exploring the strategies that department store managers use to motivate their sales associates. Strategies to Manage Customer Complaints Assignment.

(1.10) Theoretical/Conceptual Framework²⁴ Clearly and concisely identify the theoretical/conceptual framework. In quantitative studies, the theoretical framework is the appropriate term and in qualitative studies, the conceptual framework is the appropriate term. The student will articulate the theoretical/conceptual framework with concepts from the literature to ground and complement the applied business study. · This component should not exceed one page. It will be expanded upon in the literature review. See Theoretical/Conceptual Framework Video Tutorial at: http://youtu.be/P-01xVTIVC8
a. Identifies and describes the theory or conceptual model for theoretical/conceptual framework.
b. Identifies theorist(s) of the theory or conceptual model for theoretical/conceptual framework.
c. Identifies date of the theory or conceptual model for theoretical/conceptual framework (if applicable).²⁵
d. Identifies key concepts/propositions/tenets of the theory or conceptual model for theoretical/conceptual framework²⁶.
· Identifies how/why the theory or conceptual model for theoretical/conceptual framework is applicable and fits/applies to the study.

24 The theoretical/conceptual framework informs the research (quantitative) and interview (qualitative) questions. Be sure to review the Theoretical/Conceptual Framework Video Tutorial at: http://youtu.be/P-01xVTIVC8

25 Some literature identifies the specific date the theorist introduced the theory; provide this date if this is the case. If date is missing, then requirement (c) is not applicable.

26 Ensures the independent variables appropriately align with the theoretical framework(s) identified in component 1.10, Theoretical/Conceptual Framework.

Significance of the Study (This area is important in determining Doc Study of the Year Award-justify well)

Provide one to two paragraphs, informed by the topic in the problem statement, which describe(s):

a. States why the study findings may be of value to businesses.

b. States how this study may contribute to effective practice of business (improvement of business practice).

c. Identifies how the results might contribute to positive social change.

1.3 Significance of the Study

Contribution to Business Practice

Discuss how the findings, conclusions, and recommendations from your study could fill gaps in the understanding and effective practice of business.