Brief commentary of key literature

Running head: BUSINESS RESEARCH METHOD RESEARCH PROPOSAL
Business Research Method Research Proposal
Name of student
Name of University
Author note

1
BUSINESS RESEARCH METHOD RESEARCH PROPOSAL
Table of Contents
1. Introduction to the research problem................................................................................3
2. Brief commentary of key literature....................................................................................4
3. Research methodologies.......................................................................................................6
Application and deployment to contribute to the research..............................................7
Research problem.................................................................................................................9
Research objectives..............................................................................................................9
Research questions.............................................................................................................10
Research design..................................................................................................................10
Sampling technique............................................................................................................11
2.1 Instruments of the research.............................................................................................12
2.2 Conclusions.......................................................................................................................14
2.3 Bibliography.....................................................................................................................15
3.1 Relevance and convenience.............................................................................................19
3.2 Communication of research............................................................................................19

2
BUSINESS RESEARCH METHOD RESEARCH PROPOSAL
Business research method: Impact of employee performance on customer service
satisfaction in the hospitality industry
1. Introduction to the research problem
The research is conducted to focus on the problem about how lack of employee skills
and performance can affect the delivery of customers’ services and leave them unsatisfied as
a whole. This can be a major research problem that has been focused on so as to ensure
dealing with the problem and allow the organisations within the hospitality industry to
develop the performances of employees. The journal, being descriptive can also help in
conducting the research in details and ensure acqusitions of research findings properly too.
Delcourt et al. (2013) stated that with the fulfilment of needs and preferences of the
employees can help in keeping them satisfied and more committed towards the delivery of
hospitality services, which shall further enhance the level of satisfaction among the clients
and ensure higher revenue generation for the organisation. This will be largely beneficial for
them to deliver the right quality hospitality services to the clients and raise their level of
satisfaction to increase sales and profit level largely too (Karatepe 2013). Also, to be noted
that with the reduction of this kind of problem, the companies within the concerned industry
should provide necessary benefits to the employees, look for developing their skills,
knowledge while even arrange training and developmental sessions based on collective
feedbacks. This would help in understanding the concerns of the employees and then address
their needs properly, which could not only make the employees feel engaged and more
committed, but would also make them fully commit towards delivery of hotels services to the
guests and ensure that their needs and preferences are met properly (Chiang, Birtch and Cai
2014). With the higher level of customer satisfaction, there would be more scopes for
attaining higher level of profit and also the customers would avail the services of the hotel
repeatedly and in a consistent manner too.

3
BUSINESS RESEARCH METHOD RESEARCH PROPOSAL
Research hypothesis
H0: The employee performance does not significantly impact the customer service delivery
and satisfaction in the hospitality industry
H1: The performance of employees impacts the level of satisfaction among the customers
based on the services delivered within the hospitality industry
2. Brief commentary of key literature
According to Karatepe et al. (2013), the addressing of employee needs has been a
crucial factor for delivering the right quality hospitality service to the clients. It has also been
found that with the organisations focusing more on the development of skills and
performances of employees, they have become more competent and skilled to understand
what the customers, i.e., guests staying the hotel need and how their needs could be met
properly (Karatepe et al. 2013). The employees, if their needs are taken care of by the
organisation, would feel interested to serve the clients whole heartedly and even commit
themselves fully towards the achievement of satisfaction among the customers. It has also
directly impacted the financial condition through higher sales and greater revenue generated
by the company, thereby, presenting a positive brand image and reputation too among the
clients largely (Tsui et al. 2013).
As stated by Dusek et al. (2014), the organisations within the hospitality industry have
also tried to focus on the skills and performance development of the employees, which has
been possible with the help of rewarding them, praising them for their performances and also
by arranging training and development sessions to improve their skills, knowledge and
expertise. Considering the hospitality industry, caring for the clients and keeping them
satisfied are major aspects for better financial performance as well as for allowing the hotels
to attract new as well as retain existing customers in large numbers (Dusek et al. 2014). The

4
BUSINESS RESEARCH METHOD RESEARCH PROPOSAL
performances of employees have been influenced through training and development along
with better management of communication and management styles that are crucial for
keeping them motivated and encouraged as a whole. The management of negative thoughts
and behaviours have also affect their performances, which indirectly resulted in poor
customers’ services delivery within the hospitality industry. Thus, it has become essential for
the hotels to match up with the skills management of the staffs and foster the development of
a productive working environment, where the employees have the potential to provide their
ideas, opinions and feedbacks to improve the process of decision making too (Karatepe et al.
2013). It has raised their potential to act properly and also remain focused on their goals by
remaining engaged and align with the organisational policies and principles to develop good
and effective relationships with the customers who avail the hospitality services in Singapore.
Also stated by Grigoroudis, Tsitsiridi and Zopounidis (2013), the performances of
employees are improved once their needs are being taken care of by the organisation
properly. The organisations within the hospitality industry must make sure to take care of the
needs of employees by addressing their demands while at the same time, provide them with

5
BUSINESS RESEARCH METHOD RESEARCH PROPOSAL
benefits and rewards along with growth scopes and opportunities, which could improve their
potential and desired level of motivation. The managers must be responsible for managing the
employees properly and even allow them to share their views, ideas and opinions, which
should facilitate the decision making process as well as make them feel as valued assets of
the organisation (Grigoroudis, Tsitsiridi and Zopounidis 2013). The employees should feel
more motivated and encouraged to perform to their potential to manage adaptability by
delivering prompt services to the guests of the hotel, maintain ease of access and allow the
guest to share their feedbacks and opinions regarding any issues experienced by them while
staying at the hotel. Thus, the staffs of the hotels would be able to perform their tasks in a
responsible manner while even maintain reliability, responsiveness, empathy, tangibility and
ensure assurance of good quality services delivered to them as a whole (Delcourt et al. 2013).
With the great quality services delivered to the customers, the customer satisfaction level
would increase with the improvement in employee performance and skills, thereby, ensure
better customer orientation, positive perceptions among them regarding the brand and
establish positive brand image too, which should influence them to avail the services of the
hospitality organisation more often in the future too. (Pantouvakis and Bouranta 2013)
3. Review of Research methodologies in the literature
Journal 1: Delcourt, C., Gremler, D.D., Van Riel, A.C. and Van Birgelen, M., 2013.
Effects of perceived employee emotional competence on customer satisfaction and
loyalty. Journal of Service Management.
Application of the journal
From the statement of Delcourt et al. (2013), the emotional competence and skills of
the employees has been based on how well they have perceived it, which has been possible
with the help of necessary training and development sessions arranged for the employees of