Case study on Thomas Cook PLC
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Added on 2020-12-29
Case study on Thomas Cook PLC
Added on 2020-12-29
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RESEARCH PROJECT
TABLE OF CONTENTSRESEARCH SUBJECT...................................................................................................................1TASK 1............................................................................................................................................11.1 Research Project outline specifications...........................................................................11.2 Factors that contribute to the process of research project selection.................................21.4 Research project specification 200...................................................................................31.5 Appropriate plan and procedures for agreed research specification.100.........................3CHAPTER 2 LITERATURE REVIEW..........................................................................................3TASK 2............................................................................................................................................31.3 Undertaking critical review of key references600............................................................3CHAPTER 3 Research Methodology.............................................................................................32.1 Matching resources efficiently to research question or Hypothesis 200..........................42.2 Proposed Research Investigation in accordance with agreed specification 300..............4TASK 3............................................................................................................................................4CHAPTER 4: Data Findings, Analysis and Discussion..................................................................42.3 Recording and collation of relevant data 200..................................................................43.1 Appropriate research evaluation techniques 150..............................................................43.2 Data analysis 300..............................................................................................................4CHAPTER 5: Conclusion, Recommendation and anticipated Limitations...................................43.3 Recommendation an Justification for areas of further considerations 200.....................44.1 Presentation of research outcomes...................................................................................4
Research Aim: To explore the significance of employee empowerment towards increasing highquality customer service in travel and tourism sector- a study on Thomas Cook PLC, UKTASK 11.1 Research project outline specificationsIn competitive business environment, employee empowerment is analysed as a strategyof management which is used to provide employees the tools and resources necessary in order tomake confident decisions at the workplace without supervision (Fernandez and Moldogaziev,2012). Empowerment is analysed as long term and resource intensive strategy which includessignificant time and financial investment from leaders of organisation. Every business enterpriseregulates its operations with an aim to maximize the profit by providing high quality services tocustomers. For improvement of quality of customer service, organisation usually focuses onproviding authority to their employees so that they will take correct decision about customerservice (Fernandez and Moldogaziev, 2013). Through appropriate research, they will be able toprovide ideas for increasing quality of service and information to management about competitorstrategies in market. In addition, travel and tourism sector is an important part of economy as it consists ofmany profitable business enterprise which are continuously focused towards innovating theirproducts and service to attract international visitors (Men and Stacks, 2013). Thomas Cook isalso an international tour operator which always focus on providing high quality services tocustomers. In this research, scholar will clearly determine the importance of employeeempowerment towards improvement of customer’s service in Thomas Cook. This study willprovide complete understanding about the ways through which empowerment of workers can beencouraged within enterprise. Below given is the aim and objectives which are formulated toprovide a specific direction for completion of research in appropriate manner. Research Aim:To explore the significance of employee empowerment towards increasing high qualitycustomer service in travel and tourism sector - a study on Thomas Cook PLC, UKResearch Objectives:To analyse the concept of employee empowerment in context of travel and tourismsector
To identify the ways to encourage employee empowerment in Thomas Cook PLC, UK To ascertain the relationship between employee empowerment and customer service inThomas Cook PLC, UKTo recognise the significance of empowerment towards increasing high quality customerservice in context of Thomas Cook PLC, UKTo suggest and recommend strategies for the improvement of employee empowerment inorder to raise high quality customer service Research QuestionsWhat is the concept of employee empowerment in context of travel and tourism sector? What are the ways to encourage employee’s empowerment in Thomas Cook PLC, UK?What is the relationship between employee empowerment and customer service inThomas Cook PLC, UK? What is the significance of empowerment towards increasing high quality customerservice in context of Thomas Cook PLC, UK? 1.2 Factors that contribute to the process of research project selectionThere are various important factors which have provided their support in selection ofappropriate research project such as:Data availability: It is an important factor which is always taken into consideration byscholar prior to selection of topic. In this context, availability of data is an essentialphenomenon which has motivated researcher for selection of this topic on exploringsignificance of employee empowerment towards increasing high quality. Area of interest: The scholar has a specific area of interest in this topic within researchproject. Travel and tourism consists a wide scope of research and investigation ondifferent topics. Scholar has interest in undertaking research within travel and tourismsector and therefore, this factor has contributed towards selection of research projecteventually. Feasibility: Topic of research is quite feasible which enables scholar to prepare relevantresearch project. In this, investigator will pay more attention on the importance ofemployee empowerment towards improvement of customer’s service in travel andtourism sector. Therefore, feasible topic of research is another factor which hascontributed towards the selection of research project. 2
Enhance conceptual knowledge: Need of increasing conceptual understanding aboutresearch methodologies and techniques for collection of data is another factor behindselection of this study. 1.4 Research project specification For undertaking the research, scholar will have to utilize some important and preciseresearch methodologies. These are usually analysed as an essential structure which helps scholarto conduct appropriate research in a coherent and logical manner. In this context, researcher hasalso utilized some important qualitative and quantitative methods for undertaking research onexploring the importance of employee empowerment towards improvement of quality ofcustomer services in travel and tourism sector. These key research methodologies are mentionedas below:Research Philosophy It implies towards beliefs of scholar towards the ways through which data related totopic should be collected, analysed and used in appropriate manner. There are various kinds ofphilosophies of research such as positivism, realism, pragmatism and interpretivism (Neuman,2013). In this project, scholar will use interpretivism philosophy which is an approach to socialscience that opposes the positivism of natural science. It helps the scholar in accomplishment ofset aim and objectives of research. Research DesignIt is considered as overall strategy which scholar will select to combine the differentcomponents of study in coherent and logical manner, thereby ensuring that it will addressresearch problems effectively. It also constitutes the blue print in order to collect, measure andanalyse data. There are usually two kinds of research design such as Descriptive and exploratory.In this research project, individual will employ descriptive research design as it allows scholar toanalyse subject of employee empowerment effectively and eventually, the investigator willattain capability to answer research questions. Research ApproachIt implies to the method which is used for testing of assumption or Hypothesis in the study. Inthis research, scholar has selected deductive approach which does not consist of hypothesis andhelpful in testing assumption. This aids scholar to address the research problems appropriately. Research Strategy3
It implies to plan that will work on the overall research project and involves strategies whichare applied to make research more reliable and valid (Taylor, Bogdan and DeVault, 2015).Usually there are two kinds of research strategy such as qualitative and Quantitative philosophy.In this, scholar will employ both research strategy in order to analyse primary and secondarydata. SamplingSimple random sampling method will use for selection of sample size from targetpopulation because each members in this research will gain opportunities to participate inresearch. Sample of 20 employees of Thomas cook from different department will be taken byscholar for collection of data. Data collectionIt implies to the process of identification of sources and collection of data required toattain expected research outcomes (Mackey and Gass, 2015). There are two method of datacollection such as primary and Secondary. In this research, scholar will employ both primaryand secondary method of data collection which helps in increasing reliability and validity ofresearch project. Data analysis It consists of process for transformation of collected data in to useful information byusing different methods with aim to achieve relevant outcomes of research. In this project,Scholar will use percentage analysis method for interpretation of data as it helps in determiningresearch outcomes appropriately. 1.5 Appropriate plan and procedures for agreed research specification.Activities (Inweeks)12345678910ResearchtopicselectionDevelo4
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