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In planning, RFS wanted to include the “face-to-face employee input” with regard to hiring, training, and motivation.
To begin their approach, RFS must address the Management-Research Question Hierarchy to properly identify their dilemma and develop the management, research, investigative, and measurement questions. Based on the D. K. Shifflet survey of customer satisfaction, RFS could accurately state their management dilemma as increasing customer satisfaction at their many properties.
With the dilemma stated, the management question would be how do we increase customer satisfaction? Research questions, which are the objective of the research study, would include – what can management do to improve customer satisfaction, how is employee attitude and motivation connected to customer satisfaction, should we add employee incentives to reward increased customer service ratings, and should we modify hiring and training procedures?
The next step is determining the information decision makers need to know and answer to arrive at a conclusion – the investigative questions...
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