Impact of Employee Performance on Customer Service Satisfaction Research Methods

Running head: RESEARCH METHODS
Research Methods
Name of student
Name of University
Author note

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RESEARCH METHODS
Table of Contents
1. Research question and short form proposal......................................................................3
1.1 Research questions.........................................................................................................3
1.2 Short form research proposal.......................................................................................3
2. Literature review and methodology development............................................................4
2.1 Literature review............................................................................................................4
2.2 Methodology and methods............................................................................................5
Appendix B...............................................................................................................................5
References.................................................................................................................................7

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RESEARCH METHODS
Impact of employee performance on customer service satisfaction within the industry of
hospitality in Canada
A case study of Ritz-Carlton, Canada
1. Research question and short form proposal
The research proposal has been prepared to demonstrate about how the performances
of employees have contributed to the management of good customers’ services at the hotel
named Ritz Carlton in Canada.
1.1 Research questions
The questions of the research are as follows:
• How can the performance of staffs and the skills possessed by them contribute to the
management of better customers’ services delivery at Ritz Carlton?
• What are the various approaches undertake to improve the performances of
employees at work?
1.2 Short form research proposal
Within the hospitality sector, the customer satisfaction is a major factor that attributes
to the business performance as well as the performances of employees at work. The hotel
business is dependent largely on the employees and their skills and performances to
contribute to the effective delivery of quality based services (Karatepe, 2013). Not only does
the attitudes and behaviours possessed by them are essential for good customers’ services
delivery, but also the satisfaction among theirs is dependent upon how effectively the staffs
have communicated with the customers and made sure to constantly evolve for catering to
their needs perfectly at Ritz Carlton in Canada. The hotel has put efforts committedly towards
successful business management by arranging training and development sessions and made