Impact of WCM on Company Management

This assignment delves into the significant impact of the World Class Manufacturing (WCM) model on company management. It analyzes how WCM principles and practices contribute to improved operational efficiency, enhanced product quality, and overall organizational performance. The assignment draws upon relevant research studies, theoretical frameworks, and case examples to illustrate the practical applications and benefits of WCM implementation in diverse business contexts.

Industry Research Project
(Development of Organization
Strategies for Cafe Den)

EXECUTIVE SUMMERY
Appropriate management of business operations is one of the basic need for all organization
by which it can attain their goals and objectives in effective manner. But, most of the
organizations are not able to manage their functions and activities properly. So, the current
study is based on poor management issues of a Cafe Den and due to this reason, it is facing
the issue of low productivity. It has also focused on its customers and employee relations.
Regarding this, it has reviewed the available literatures and afterwards it has applied different
methods for resolving these issues. As per the study, researcher has used primary and
secondary data collection methods for collecting facts and figures. Regarding this, it has
conducted a questionnaire survey of customers of Cafe Den. along with this, it has also
organised and interview session of employees of Cafe Den. In addition, Author has used
qualitative and quantitative analysis methods for analysing facts and figures and these
methods include thematic analysis, correlation coefficient, chi square test, etc. Findings of the
data analysis has reflected that organization needs to focus on food quality, pricing and
marketing strategy of Cafe Den. along with this, company should implement an eCRM
system for developing strong relations with customers. On the other hand, for employees
Cafe Den need to focus on changing HR policies and practices by which employees can
satisfied with their job. Therefore, all these strategies will help in resolving poor management
issues of Cafe Den.

TABLE OF CONTENTS
1. introduction and problem statement.......................................................................................3
1.1 Background information...................................................................................................3
1.2 Significance of the research..............................................................................................4
1.3 Research Scope.................................................................................................................4
1.4 Research Problem statement.............................................................................................5
2. Literature Review...................................................................................................................5
3. Methodology..........................................................................................................................5
3.1 Introduction....................................................................................................................10
3.2 Research Philosophy......................................................................................................11
3.3 Research Approach.........................................................................................................11
3.4 Research Design.............................................................................................................12
3.5 Research Technique........................................................................................................12
3.6 Data collection method...................................................................................................13
3.7 Data collection instrument..............................................................................................13
3.8 Sampling Method...........................................................................................................15
3.9 Data Analysis..................................................................................................................16
3.10 Ethical Consideration...................................................................................................16
4. Findings and Results............................................................................................................17
4.1 Qualitative analysis........................................................................................................17
4.2 Quantitative analysis......................................................................................................22
5. Conclusion and Recommendations......................................................................................24
5.1 Conclusion......................................................................................................................24
5.2 Recommendations..........................................................................................................25
References................................................................................................................................26

1. INTRODUCTION AND PROBLEM STATEMENT
Management is one of the important aspect which is require for attaining mission and
vision in effective manner. Poor management or inappropriate strategies may influence the
organization success and its products and services also. The current study is based on poor
management issue of a Cafe Den (Giaconi, Gunduz and Poor, 2017). Organization is facing
different issues like customer dissatisfaction towards the services due to inappropriate
management of the firm. Along with this, employees of the organization were also facing
various issues. So, the current study has chosen this research subject for conducting whole
investigation. Regarding this, it will focus on the management problems that affect the
business operations of Cafe Den (Sadef and et al, 2016). Along with this, it will also analyse
the Unique Selling proposition of the Cafe Den for attracting the customers. Further it will
describe the number of factors that can influence the productivity of the Cafe Den. For
attaining all these aim research will follow a very systematic structure of the study that will
comprise different chapters Introduction, literature review, research methodology, data
analysis and conclusion and recommendations. In which introduction will be a brief outline
of the whole project. Literature will include the findings and results of the past research
studies that are similar to this project. Including this, research methodology will cover all the
methods that can be used by researcher for conducting this investigation. Using appropriate
tools and techniques author will analyse the collected facts and figures by which research can
make a meaningful conclusion for resolving the research problem (Streitberger and et al,
2017).
1. 1Background information
Management of employees and work plays essential role for organisation in
accomplishing its objectives. Competition in the food industry of Australia is enhancing with
time and it needs innovation and uniqueness in making a good market position and brand
image. Nowadays, USP has become one of the necessary part of the companies for making
customers to visit and purchase their products or services (Goodwin and Wright, 2014). In
context to the food sector, Cafe den was founded in 2008 and located in the outskirts of the
Sydney, Australia. The cafe is offering light foods and non-alcoholic beverages to the
customers by considering their health aspects. It is a small-scale food firm with an employee
base on 10. The respected firm is facing issues in offering innovative and specialised food
items to the customers. Along with this, Food Company is unable to offer quality and
appropriate customer services to the clients which is increasing the level of dissatisfaction.
4

The cafe is searching for a USP for adding a specialised food item to its menu so that people
can have a reason to visit it. On the other hand, cafe does not have effective and suitable
recruitment process which leads to selection of non-desirable and unskilled candidates. This
improper process results to affect the quality of customer service and food items which
directly create dissatisfaction among the individuals. Thus, it is necessary for the cafe to
identify appropriate solutions and strategies for handling its present situation. With the help
of proper analysis, the report will able to help cafe in retaining and maintaining its customer
base (Laudon and Laudon, 2015).
1.2 Significance of the research
The current study is based on a contemporary issue of the hospitality industry of
Australia. The selected Cafe Den is facing the poor management issue that can affect the
satisfaction level of customers as well as employees of the organization. So, the current study
will be significant for resolving this issue in effective manner. It is very important and
beneficial because it will discuss some general management theories and models which will
provide a clear insight to different restaurant and hotels that are facing similar issues. Along
with this, it will be providing appropriate strategy about the USP of a Cafe Den and this
strategy can be used by that particular Cafe Den for resolving their issue (Nel, Hafisa and
Dlamini, 2016). This study will be beneficial for recommendation different strategies by
which Cafe Den can increase the satisfaction of customers and employees as well. Further it
will increase the scope of the future research. After completing this assignment researcher
can conduct the same research study on different hotels of other country also. Therefore, it is
significant for the future research study also.
1.3 Research Scope
Identifying the research scope is the major aspect for every investigation. Scope of the
current study includes the customer service activities of the Cafe Den. Employee
management strategies will also be focused by the study because after analysing this strategy
researcher can identifying the issues associated with the employee. It will play important role
in developing appropriate strategy for resolving issue. Further it will analyse the Unique
selling point, customer relationship management strategies and general management of a
Cafe Den (Madon and Krishna, 2017). Therefore, there is a huge scope of applying number
of customer oriented, motivational and management theories and model.
5

1.4 Research Problem statement
Poor management, weak customer relations and employee management issues are
considered as major issues of the current issue. It is an issue because due to these reasons
company are facing problem in developing strong relations with employees and customers.
Along with this, these issues are decreasing the productivity and profitability of the
organization. Overall performance of the Cafe Den is hammered because of all these
problems. So, author has selected this issues as a research problem for the current study. For
resolving these issue author will focus on customer relationship management, USP and
different management strategies (Schabenberger and Gotway, 2017).
2. LITERATURE REVIEW
Management: According to the Armstrong and Taylor, (2014), “Management refers
to the process of handling and controlling the business processes or people properly and
effectively for accomplishing the desired objectives”. In context to this Dellinger and et.al.,
(2013), have identified that “There are different activities included in the management such
as setting the strategy, coordinating the efforts of employees, managing resources and many
other aspects” With reference to this, cafe is facing issue in managing its workers and
customer services, results to decline in clients.
Principles of Management:
As per the problem of cafe, it needs to follow principles of management for
improving quality of its services and enhancing productivity. As per the January and et.al.,
2014., “14 principles of the management are depended upon the fundamental truth for
guiding companies in their decision-making process and management actions” Those
principles which are affective for handling the problem of cafe are as follows:
Division of work: Konstantinides and et.al., (2014), have demonstrated that “Different
employees possess different knowledge, skills and area of expertise which distinct them from
each other”. With reference to this, cafe needs to delegate work and responsibilities as per the
skills and expertise of the workers. This will enhance the quality of work along with
performance of the organisation.
Authority and Responsibility: Beardwell and Thompson (2014), have found that “In
an organisation management has the authority to give orders to their workers. This authority
brings responsibility to monitor the work and performance of the staff”. In context to this,
senior management of the cafe is only ordering their employees to work well instead of
6

monitoring their work. Proper guidance and feedbacks will also need for motivating the
workers and improving their work quality.
Discipline: Cafe is suffering from improper customer service which is due to lack of
interaction between the workers. Discipline is a part of the core values which some company
possess which results to good conduct and respectful interaction. With the help of this
principle, cafe will able to make good relations with the clients by communicating them well
and offering them food with full etiquettes and respect.
Unity of command: Lehmann and Joseph, (2015), have said that “Unity of command
is receiving orders by an employee from a manager and providing answers to him”. In
reference to this, only one manager should order workers instead of many as it can create
situation of confusion which may lead to conflicts or misunderstandings.
Unity of Direction: According to the Yancy and et.al., (2013), “Working as a team
results to better decision making and strategy selection process. It also leads to effective
management of work which helps in achieving the organisational goals”. In this context, cafe
needs to create team for creating specialised food or ambience for retaining the customers.
Group discussion in a team can develop new and innovative ideas for handling the current
situation of cafe.
Subordination of individual interest: Cafe should use individual interest of workers
for achieving its objectives. It is necessary to subordinate the personal interest of the staff to
the interest of the organisation.
Remuneration: As per the Montalescot and et.al., (2013), “Performance and
motivation are directly propositional to each other and the main reason behind their
enhancement if monetary and non-monetary remuneration”. As per this, cafe should
complement and trust the work of staff along with offering them bonus, compensation,
vacation, etc for increasing their motivation. Performance and productivity of the cafe will
directly enhance if workers start working with extra zeal and enthusiasm.
Degree of Centralisation: It is necessary to have proper balance between the
decision-making process and management. It is responsibility of top –level management to
concentrate on the decision making with respect to the ideas provided by the team of the cafe
for improving cafe’s menu card and enhancing its number of customers.
Scalar chain: Nishimura and et.al., (2014), have stated that “Area of authority in an
organisation should be from top management to the bottom for per monitoring of work” In
respect to this, cafe should follow the hierarchy for better management of its work and
services.
7

Order: On the other hand, Vestbo and et.al., (2013), have said that “Along with
proper employee management, it is also important to have proper resource management. Lack
of right resources for proper functioning of a company can result to poor performance and
productivity”. Thus, cafe should provide safe, clean and tidy working environment to the
workers along with required resources. Use of decorative items, music, comfortable
infrastructure, etc will make clients to visit the cafe.
Initiative: Haugen and Schuff, (2016), found that, “Companies should allow their
workers to take initiative for taking new work, expressing their ideas, developing their
interest in other fields, handling challenges, etc. Employee initiatives work as source of
strength of the firms for achieving their goals”. In this context, cafe should allow its staff to
give new ideas for adding new food list, specialised food item, attractive offers, discounts,
quality ambience, etc to it.
Stability of tenure or personnel: Frequent change of the positions, training and
development programs, proper organisational policies and procedures can help cafe in
minimising the employee turnover.
Esprity de Corps: In contrast to the above principles, cafe should focus on
development of the morale in the workplace. This will lead to provide quality work and
services to the customers.
Equity: Similar to the Esprity de corps, this principle suggest cafe to treat its
employees equally and kindly. This will motivate workers and make them to perform well for
handling the problem of poor customer services (Stadtler, 2015).
Improvement in customer service: Cafe is suffering from poor customer service
which is leading to decrease its number of clients along with profit margin. With respect to
this problem, it is necessary for the firm to improve its customer services with the help of
following methods:
Strengthen the customer service skills: According to the Haimes, (2015), “Right
skills and knowledge is required for managing the customers and fulfilling their needs and
demands”. In context to this, cafe should develop adaptability, clear communication, patience
and empathy skills in its staff members. Polite interaction with a smile and use of words like
thank you and sorry will result to place a good impression over the clients. Along with this,
proper knowledge regarding the food items, their ingredients, quality, etc will also help in
handling the queries of the people. On the other hand, Jauch and Summers, (2013), have
argued that “Employee should have enough patience and control over him to swallow the
pride of customer and accept their blame or negative feedbacks”. In context to this, cafe will
8

able to handle harsh and rude clients in effective manner by handling their behaviour
properly.
Feedbacks from customers: Along with the effective skills, it is also important to
know the views of consumers about the cafe. In respect to it, Zurich (2017), as said that
“Customer feedback help an organisation to improve its product or service quality as the
demand and needs shows by the clients”. Cafe can use a feedback form, or can conduct email
survey or can conduct phone survey by making service call. In contrast to it Habib and et.al.,
(2015), has stated that “Feedback of clients on social media results to down the image and
brand value of the company. Negative comments make new users to think twice before
purchasing the product or service”. In this context, cafe should take care that negative
comments of people do not restrict the new users to visit it and enjoy the services.
Effective customer service strategy: According to the Renz, (2016), “Customer
service skills and proper interaction with the clients is not sufficient to please and retain them.
Organisation’s customer service strategy also plays essential role in enhancing the consumer
base and accomplishing its objectives”. In context to this, cafe will have to improve its
strategies of customer services. It should keep in touch with the clients by sending them
emails, contacting them on occasions, informing them about new offers and discounts and
many more. On the other hand, Nishimura\ and Sundt, (2014), have confirmed that
“Companies should provide a way for consumers to reach them for handling any query or
discussing any problem”. With reference to this, cafe should provide online services to the
users and 24*7 availability for resolving their issues.
Electronic Customer Relationship Management: According to the Dellinger and et.al.,
(2013), “eCRM i.e. electronic relationship management includes all the CRM functions along
with use of net environment such as internet, intranet or extranet”. In context to this, cafe will
have to eCRM for improving is customer services and retaining its clients. In favour to this
Goodwin and Wright, (2014), have found that “Implementation of the CRM into the working
environment of the company results to development of effective and strong relationship with
the customers”. With reference to this, cafe will have to implement four steps of eCRM i.e.
developing customer-centric strategies, redesigning workflow management systems, re-
engineering work processes and supporting with the right technology. These steps will lead to
better management of work and customer services.
On the other hand, Montalescot and et.al., (2013), has stated that “Mobile CRM is a
subset of eCRM which offers services for nurturing customer relations, maintaining them,
supporting marketing and uses wireless networks as medium of delivery to the clients”. With
9

respect to this, cafe can develop its mobile application for providing easy and fast medium of
communication to the consumers. The main reason behind the development of application
will be building and maintaining customer relations. Cafe can add feature of home delivery,
different offers on using cafe’s mobile application, list of food items, etc to the users. Thus,
both eCRM and mCRM are the best solution for maintaining relations with the people and
retaining them. On the other hand Yancy and et.al., (2013), has demonstrated that “Before
implementing mobile CRM into the workplace, companies need to develop an effective plan
for it which will include the steps like needs analysis phase, mobile design phase, mobile
application testing phase and rollout phase”. As per this, pre-planned strategies of the mobile
CRM will help cafe in understanding its result with respect to sales, profit margin and
customer base.
Similarly, Laudon and Laudon, (2015), have identified that “Use of mobile CRM and
eCRM results to provide different benefits to the companies. These consists of developing
direct connection with the individuals, quick actions using the information, effective query
handling and development of loyalty and trust between the customer and organisation”. With
reference to this, cafe will able to improve its performance and customer relations for
enhancing its profitability and sales.
In contrast to the above statements Zurich, (2017), has argued that “These are many
issues which can result to failure of mobile CRM or eCRM within the company. These issues
can be lack of active senior management sponsorship, poor user acceptance, failure in
identification of business problems and difficulty in measuring the intangible benefits”. Thus,
cafe will have to take care of these factors while using mobile or eCRM for building
customer relations.
Employee Motivation: As per the Jauch and Summers, (2013), “Motivation plays
essential role in increasing performance, working capability and overall development of the
employees”. Similarly, Jauch and Summers, 2013 has demonstrated that “Use of motivational
theories within the working environment can make workers to enhance their skills and
knowledge for performing well in accomplishing their objectives regarding the organisation’s
success”. In context to this, cafe will have to use effective motivational theory like Maslow’s
need for Hierarchy for increasing the zeal and enthusiasm of the workers. This theory will
help staff members to improve their living style by fulfilling every need of the life. Fulfilment
of necessary requirements like physiological, safety, love, esteem and self-actualisation will
make workers to perform well and give their best.
10

On the other hand, Armstrong and Taylor, 2014, have identified that “Effective
reward management system encourage workers to improve their performance and give their
level best for accomplishing the goals of the companies”. Along with this Konstantinides and
et.al., (2014), have demonstrated that “There are two types of reward i.e. intrinsic and
extrinsic. Both help in motivating the workers and developing an open and friendly working
environment”. With reference to this, cafe needs to implement both the type of reward system
into its workplace for resolving the issues regarding poor performance, poor customer service
and improper food menu.
Unique Selling Point: As per the Vestbo and et.al., (2013), “USP differentiates the
product or service from the competitors with respect to money, quality or innovation”. In this
case, cafe needs to identify what its competitors do not have. By analysing the external
market environment, company will able to generate new ideas regarding food, their price or
quality. Along with this, USP will make customers to visit the cafe and enjoy its
infrastructure, ambience or specialised food items. On the other hand, Stadtler, (2015), have
said that “USP can be different strategies of handling food products like using natural
ingredients, eco-friendly packaging, non-artificial flavoured food items, etc which can make
clients to visit and take advantage of the high-quality food products”. In context to this, cafe
can add USP by doing corporate social responsibility, using eco-friendly products, natural
raw materials, etc for retaining present customers and inviting new.
3. METHODOLOGY
3.1 Introduction
It can be defined as the organized and theoretical assessment of the methods which
are applied over the field of research study. It consists of the theoretical analysis of all the
principles and methods which are related with the branch of knowledge. Furthermore, these
methods and tools provide assistance to the investigator in gathering of information and
doing the analysis of the same in an effective manner (Kumar, 2014). By using the
appropriate research methods, accurate solution of the given research question can be
achieved by the author. Thus, this section of study gives an insight about the methods which
have been used during the research investigation. The present chapter of the research study
includes the suitable philosophy, research technique and approach for carrying out an
investigation regarding the strategies for the Cafe Den. Along with this, the study is
comprised of applicable data collection method and analysis of those data (Brannen, 2017).
Therefore, these techniques are significant because it helps in resolving the research problem
11

and obtaining proper findings for reaching to a final conclusion. In addition to this, research
study also emphasizes upon the ethical consideration during the examination. Further, the
detail description of the methods has been given below.
3.2 Research Philosophy
In a general term, research philosophy is described as an appropriate standard of
investigation that provides a proper way for carrying out entire investigation regarding the
development of organizational strategies of a Cafe Den. Further, there are two types of
research philosophies through which investigation could be carried out. One is positivism and
the other is interpretivism (Bhattacharyya, 2009). The former focuses upon the objectivity of
the subject and the later put a light upon the subjectivity of the research’s aims and
objectives. In a broader manner, researcher of positivism philosophy has a belief that reality
is stable and that could be observed and defined from an objective point of view. On the
contrary, the researcher which is having interpretivism philosophy have a string belief that
only by the subjective interpretation and intervention in reality be fully understood (Hislop,
2013).
Thus, for the present study regarding the finding and development of organizational
strategies, researcher has utilized the positivism research philosophy, where author has
emphasized upon the objectivity of the subject. In the present study, researcher resists the fact
that phenomena should be isolated and the observation must be repeatable. In addition, this, it
has been used by the researcher because it is playing an essential role in the attainment of all
the objectives of the research in an efficient way. Moreover, in a present investigation,
positivism philosophy has focused on different factors of hotel industry that can impact the
retention of customers and the recruitment of employees.
3.3 Research Approach
There are basically two types of research approaches and that are inductive approach
and deductive approach (Kerzner, 2013). By using any of the stated approaches, investigator
carry’s out the research in both general and specific manner. The basic difference between
these two approaches is that; inductive approach focuses upon the specific content firstly and
then reaches towards the general data. However, deductive approach is that approach which
goes from general information to the specific data (Bruce, 2009). Furthermore, the logic
behind deductive approach is that when the premises are true then the conclusion drawn must
also be true. Whereas, in inductive approach, premises are used for generating untested
conclusion. Further, data used in deductive approach is for evaluating propositions or
12

hypotheses relative to the already existing theory. On the contrary, in inductive approach,
collected data is utilized for exploring a phenomenon, identifying themes & patters ad lastly
for creating conceptual framework (Miller and et al., 2012).
Thus, for the present research investigation, inductive research approach has been
used by the author in order to develop the strategies for an organization. Furthermore, in this
study author has firstly define the specific data and solution for the same and then the
investigator has reached towards the general context. Therefore, this study is valuable for all
the organization facing similar problem and through this they can avail the solution for them
as well.
3.4 Research Design
It is defined as the blue print or plan for the entire research examination in a
beginning so that, reader get an insight regarding the research study in brief manner. Further,
there are various types of research designs which can be utilized by the researcher to carry
out its research study. Different types of research designs are descriptive, experimental,
diagnostic and explanatory. In descriptive designs, an author is interested in the description of
a particular situation or phenomena within his research study (Daniel and Sam, 2011).
Further, it is a theoretical type of research design which is based upon the designing and
presentation of the collected data. Further, explanatory research design allows an investigator
to use own ideas and imaginations. Further, it is based upon the personal judgment and
obtaining of researcher’s information regarding some data. Moreover, in experimental
research design, natural science is often utilized but it is slightly different in social sciences.
Further, human behavior cannot be measured using test-tubes and microscopes. The social
investigator utilizes a method of experiment (Chen and Zhao, 2012).
Thus, for the present research study which is based upon the development of
organizational strategies, researcher has utilized the descriptive research design. The reason
behind the usage of this design is that, the research study is theoretical and the result has been
carried out using survey and observation. Moreover, this design has also helped the author in
collecting the information using survey method and interview methods.
3.5 Research Technique
There are mainly two research techniques, either of which is used by the researcher in
carrying out the research study in an effective manner. The two techniques are namely,
qualitative research technique and quantitative research technique. In qualitative research
technique, researcher carries out the research in a theoretical manner and it helps the author to
13

understand the theoretical and subjective concepts of the present topic of the research
investigation. On the other hand, quantitative research technique of examination emphasizes
upon the completion of numerical aspects of the subject (Flick, 2011). Therefore, for present
research study, investigator has utilized the combination of both qualitative and quantitative
research study. The reason is that, qualitative research study has helped the researcher in
understanding the behavior problems going around in the Cafe Den and also the taste and
preference of the customers and purchase behaviors. Thus, it will aid in resolving the research
problems by utilizing the theoretical information and non-numerical information. On the
contrary, quantitative research technique has helped in resolving the research problem by
using the numerical data related to subject of the research. Moreover, the use of both the
techniques will provide assistance in the determination of all the strategies of the
organizations in terms of sales of the company and customer’s behavior (Easterby-Smith,
Thorpe and Jackson, 2012).
3.6 Data collection method
Collection of proper information regarding the research subject is essential for
understanding research problem and obtaining all the objectives. Further, there are different
methods and sources for collecting data used in a research study and those are primary and
secondary data collection techniques. Here, data collected from primary sources are known as
primary data and those data are fresh and new and are about the research subject whereas,
data collected using secondary sources are known as secondary data and the secondary
collection methods plays essential role in gathering past and historical information regarding
the subject (Matthews and Ross, 2014). Further, for the present research study, investigator
has utilized both the methods of data collection for collecting the data regarding the topic of
research examination. The primary data will aid in obtaining fresh facts and figures from
customers of hotel industry. Further, it will assist in the resolution of problems and attaining
the answers of the research question. For collecting primary data, researcher will take the
survey of the customers using questionnaire and also the data will be collected using the
interview method where employees of the company will be interviewed by the researcher
(Zohrabi, 2013).
On the other hand, to understand the research problem in an actual manner, researcher
will use the data collected from secondary sources. Already collected information by other
researcher will be collected by investigator. For that aspect, author will gather the data using
14

the literature review and journals of scholars. In this, evaluation of the findings will be done
by the author on whom research is already conducted on similar subjects.
3.7 Data collection instrument
Questionnaire for customers:
1. Demographic profile:
Name:
Age:
Gender:
Occupation
2. Have you ever used the services the Cafe Den of Sydney?
 Yes
 No
3. Are you satisfied with the quality of food of that café?
 Strongly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Strongly dissatisfied
4. What is the most attractive factor of this café?
 Food quality
 Ambiance
 Employee behaviour
 Customer service facility
5. Do you every satisfy with the pricing policy and marketing activities of the café?
 Strongly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Strongly dissatisfied
6. As per your experience please provide the rate of customer relationship management
facilities of the café.
 Excellent
 Good
15

 Average
 Poor
7. What will be the appropriate strategy for improving services of the café?
 Good quality of food
 Improvement in employee behaviour
 Implementation of ECRM system
 Effective marketing strategies
8. Please provide your suggestions for improving the customer relationship and
employee management of the Cafe Den.
Interview Transcript for employees:
1. Demographic profile:
Name:
Age:
Gender:
Level of management:
2. Are you satisfied with the HR policies and recruitment and selection process of the
café?
3. Do you get appropriate salary as per your skills and roles?
4. Whether Cafe Den provide any training and development session for improving
your skills and knowledge?
5. What are the major reasons behind the job dissatisfaction?
6. Are you interested in continuing this job for long run?
7. Do you comfortable in the working environment and culture at workplace?
8. Please provide your suggestion for improving employee performance and reducing
issues at work place?
3.8 Sampling Method
Sampling means to take out a part or a sample from the whole population for carrying
out a study on certain objects. The major reason for doing sampling is that, researcher cannot
apply his study on whole population because it is not feasible (Sullivan-Bolyai, Bova and
Singh, 2014). Therefore, he takes out sample of similar nature and likings and carries out its
16

investigation on them. For example, the present study has customers and employees as its
population and among them few customers and employees are picked up for their
examination (Silverman, 2016). Further, there are two types of sampling method which are
utilized by the researcher in carrying out their investigation. One is probability sampling and
the other is non-probability sampling. There are certain sampling method falls under
probability sampling and those are simple random sampling, stratified sampling, cluster
sampling, etc. Whereas, there are many other types which falls under non-probability
sampling are quota sampling, purposive sampling, convenience sampling, snowball sampling,
etc.
However, for the present study, author has used probability sampling and under this
simple random sampling has been carried out. This has been done to provide equal
opportunity to all the people of a population. Moreover, it has also been done to avoid
biasness of the author while choosing a sample for the study. Furthermore, a sample of 30
customers have been chosen form the whole population and survey has been conducted to
gather the response of the customers. In addition to this, sample of 5 employees has been
taken and they are being interviewed by the researcher and their response has also been
treasured (Blumberg, Cooper and Schindler, 2014).
3.9 Data Analysis
Data analysis is the very last step of the research study and in this final result is
obtained for which whole investigation has been carried out (Harrell and Bradley, 2009).
Under this section, analysis of the gathered information is done and then on final conclusion
is reached. In order to reach the conclusion of both the techniques that are qualitative and
quantitative, it is important for the author to apply appropriate data analysis method. There
are basically two types of data analysis method which can be used by the investigator in the
present research report. The one is thematic and the other is statistical method for data
analysis (Research Design, 2016). Thematic method of analysis is used when the entire
research project is based upon qualitative technique and this analysis is done by making
themes. On the other hand, in a quantitative research study, statistical analysis method is used
where all numerical are described in a statistical manner. Thus, the present report has both the
techniques (qualitative as well as quantitative) included in them so the author will use both
the methods of data analysis that are thematic and statistical. By using them, appropriate
conclusion can be drawn based upon the findings (Mackey and Gass, 2015).
17

3.10 Ethical Consideration
It is very essential to follow ethics in every field of work. Therefore, ethical
consideration also get applies when a researcher is carrying out a research investigation. If
the ethics is followed then results drawn from this report can be utilized by all the companies
around the world and this way hurdles could also be avoided during the course of
examination (Kumar, 2014). Some of the considerations in the field of ethics have been stated
below:
 Consent Form: It is very important for the author to have the capacity of making
choice regarding the proposed course of action, have knowledge related to risks,
benefits and alternatives (Ponterotto, 2013). Moreover, he should understand that
consent is voluntary and does not put a force on the respondents and also make sure
that consent can be withdrawn any time.
 Privacy: It is important to make the privacy about the respondents and do not disclose
any confidential information about them in front of others.
 Security of Data: Collected data should be secured by the researcher and it does not
get leaked in any manner (Luck and et al., 2012).
4. FINDINGS AND RESULTS
Data analysis is one of the main process of the research for getting appropriate
findings and solution of the research problem. The current research study has been applied
both qualitative and quantitative techniques for analysing facts and figure in effective
manner. Qualitative analysis is considered as thematic analysis which is used by researchers
for analysing the subjective data. Author has used this methods for analysing the
questionnaire survey of customers of Cafe Den. It has helped in determining the satisfaction
level of customers towards the organization’s services (Hibbert and Thordarson, 2016).
Thematic analysis includes different themes, graphs, charts and diagrams for analysing
information. On the other hand, quantitative analysis includes hypothesis testing, different
statistical methods that can analyse the numerical data of the research. Author has applied
descriptive statists which help in finding mean, mode, medina and other statistical
calculations. Along with this, study has also used chi square test which help in making the
conclusion on the basis of the hypothesis testing (Wickham, 2016).
4.1 Qualitative analysis
Theme 1: Satisfaction of customers with the quality of food of that café.
18

2. Are you satisfied with the quality of food of that café? Frequency
· Strongly satisfied 2
· Satisfied 3
· Neutral 3
· Dissatisfied 12
· Strongly dissatisfied 10
· Strongly
satisfied · Satisfied · Neutral ·
Dissatisfied · Strongly
dissatisfied
2
3 3
12
10
2. Are you satisfied with the quality
of food of that café?
As per the research objectives author wants to resolve the management issues of the
Cafe Den. So, customer management is one of the major aspect so, author wanted to
determine the satisfaction level of customers towards the foods and services of Cafe Den so,
study has included the above question. As per the above theme, author has found that 12
customers were dissatisfied and 10 were strongly dissatisfied with the quality of food of the
Cafe Den. Overall, above graph has concluded that most of the customers are not satisfied
with the quality of food so, at the time of improving management company should focus on
products and services also (Gorgolewski and et al, 2017).
Theme 2: Attractive Factor of the Cafe Den.
3. What is the most attractive factor of this café? Frequency
· Food quality 2
· Ambiance 15
· Employee behaviour 5
· Customer service facility 8
19

2
15
5
8
3. What is the most attractive
factor of this café?
· Food quality · Ambiance
· Employee behaviour · Customer service facility
As per the formation of research problem author has realised that Cafe Den is facing
the issue of poor management but still researcher wished to know about the most attractive
factors of customers which influence them to use its services. So, author has included this
question. As per the above theme 15 respondents have reflected that ambiance of the Cafe
Den is the most attractive factor for them. On the other hand, only 2 customers said that food
is the attractive factors. For 8 participants employment behaviour is good so, they visit this
Cafe Den and 8 have believed that customers service is attractive (Conesa and et al, 2016).
Theme 3: Satisfaction of customers towards the pricing policy and marketing activities
of the café.
4. Do you every satisfy with the pricing policy and marketing
activities of the café? Frequency
· Strongly satisfied 3
· Satisfied 3
· Neutral 5
· Dissatisfied 12
· Strongly dissatisfied 7
20

· Strongly satisfied
· Satisfied
· Neutral
· Dissatisfied
· Strongly
dissatisfied
0 2 4 6 8 10 12 14
3
3
5
12
7
4. Do y o u ev ery satisfy wit h t h e p ricin g
p o lic y an d marketin g activ ities o f t h e c afé?
According to the objective productivity and unique selling point of the Cafe Den have
direct relations with the pricing policy and marketing activities of the firm. So, Author has
added the above question for the survey. The above theme has reflected that 12 is the highest
frequency and it is showing that high number of customers are dissatisfied with the pricing
strategy and marketing activities of Cafe Den. Along with this, 7 customers are strongly
dissatisfied with these factors. On the other hand, only 6 customers are in the range of
satisfaction. So, evaluation of the above theme has reflected that most of the customers are
not satisfied with the pricing and marketing of the Cafe Den (Mitzenmacher and Upfal,
2017).
Theme 4: Customer relationship Management.
5. As per your experience please provide the rate of customer
relationship management facilities of the café. Frequency
· Excellent 3
· Good 4
· Average 12
· Poor 11
21

3; 10%
4; 13%
12; 40%
11; 37%
5. As p er y o u r exp erien c e p lease p ro v id e
t h e rat e o f c u st o mer relatio n sh ip man ag emen t
facilities o f t h e c afé.
· Excellent · Good · Average · Poor
Customer relationship management is the major part of MANAGEMENT OF An
organization, so author has included the above theme. As per the analysis, 40% participants
have provided the average rate to the customers relationship management services of the Cafe
Den. Along with this, 37% thought that Cafe Den has poor customer relationship
management services. On the other hand, only 10% respondents have believed that a good
customer relationship management practices have been followed by the Cafe Den. Overall,
frequency distribution has reflected that most of the participants were not satisfied with the
CRM practices of Cafe Den. So, company need to improve all these practices in effective
manner for resolving all these issues (Wildemuth, 2016).
Theme 5: Strategy for improving services of the café.
6. What will be the appropriate strategy for improving services of the
café? Frequency
· Good quality of food 7
· Improvement in employee behaviour 6
· Implementation of ECRM system 8
· Effective marketing strategies 9
22

· Good
quality of food ·
Improvement in
employee
behaviour
·
Implementation
of ECRM system
· Effective
marketing
strategies
0
5
10
15
20
25
30
35
7 6 8 9
30
6. W h at will b e t h e ap p ro p riat e st rat eg y
fo r imp ro v in g serv ices o f t h e café?
According to the customers there are few major strategies which can be adopted by
Cafe Den and that will help in resolving the poor management issues. 9 customers believed
that organization need to focus on using effective marketing strategies. Similarly, survey has
reflected that 7 have provided their opinion in terms of improving the quality of food. On the
other hand, 6 participants have thought that Cafe Den needs to focus on improving the
employee behaviour. In contrast, 8 have been believed that implementation of ECRM is also
an effective strategy for developing strong association with employees (Bidgoli and et al,
2016).
4.2 Quantitative analysis
Descriptive statistics:
Satisfaction level of customers towards the quality of food
Mean 10
Standard Error 4.343577634
Median 6.5
Mode 3
Standard Deviation 10.63954886
Sample Variance 113.2
Kurtosis 2.977219094
Skewness 1.696284628
Range 28
Minimum 2
Maximum 30
Sum 60
23

Count 6
In a restaurant food quality is one of the major factor that can increase or decrease the
satisfaction level of customers. So, author has applied descriptive statistics on a question of
the survey related to food quality. As per the above descriptive analysis mean frequency is 10
which is very less as per the total number of respondents. It has reflected that average 10
participants are satisfied with the quality of food. Standard deviation is also 10.63 so, it has
reflected that this mean can me move towards 20 so, satisfaction level of customers can
change in future but company need sot focus on some specific strategies (Kumar and et al,
2017).
Chi Square Test:
Null hypothesis: Customers of Cafe Den are satisfied with the pricing policy and
marketing strategies of the company.
Alternative hypothesis: Customers of Cafe Den are dissatisfied with the pricing policy and
marketing strategies of the company.
4. Do you every satisfy with the pricing policy and marketing activities of the café?
S. No. Responses No. of responses Expected frequency
1 Strongly satisfied 3 4
2 Satisfied 3 4
3 Neutral 5 4
4 Dissatisfied 12 4
5 Strongly dissatisfied 7 4
Total responses 30 20
S. No. Responses Observed (O) Expected (E) O-E (O-E)2 (O-E)2/E
1 Strongly satisfied 3 4 -1 1 0.25
2 Satisfied 3 4 -1 1 0.25
3 Neutral 5 4 1 1 0.25
4 Dissatisfied 12 4 8 64 16
5 Strongly dissatisfied 7 4 3 9 2.25
Total responses 30 20.00 19
Chi square test is applied for comparing observed and expected frequency. In this test
if calculated value of chi square is less than the tabulated value than researcher needs to
accept the null hypothesis and reject the alternative one. Above chi square test has been
applied on 5% level of significance and 4 degrees of freedom so, as per the chi square table
critical value is 9.48. But on the other hand, calculated value is 19 which is higher than the
24

tabulated value so, researcher needs to accept the alternative hypothesis and reject the null
hypothesis. So, chi square test has found that customers of Cafe Den are dissatisfied with the
pricing policy and marketing strategies of the company (Poor, Kocisko and Krehel, 2016).
Along with this, analysis of the interview data has reflected that most of the
employees are not satisfied with the HR policies and recruitment and selection process. they
require changes in the salary and wages policy, working hours practices and promotion and
recruitment strategy. Along with this, answers of employees have also reflected that they
don’t get the salary and wages as per their roles and responsibility and this is the main
reasons behind the demotivation towards the work. In addition, Cafe Den does not provide
any training facility to treat with customers and other roles so, it is also one of the major
drawback of the Cafe Den. Most of the employees are planning to switch their jobs due to
inappropriate management at workplace. And they ae not comfortable with the culture and
working environment also (Johnson and et al, 2017). Overall, employees are not satisfied
with the policies and practices of the café.so, company needs to focus on improving all these
practices.
5. CONCLUSION AND RECOMMENDATIONS
5.1 Conclusion
The above study concluded that cafe is suffering from poor customer service with
lack of motivation among the employees. With respect to the problem of improper menu
card, strategy for the USP development will help it in handling the issue. Along with this, use
of maslow’s need for hierarchy theory will increase the motivation level of the workers which
will result to their better performance and working capabilities. On the other hand,
development of customer service skills, selection of better customer service strategies, use of
eCRM and mobile CRM and customer feedback forms will help cafe in improving its
customer services. This will lead to retain the clients and maintain relations with them in
proper manner. In addition to it, effective communication skills of the staff will help in
handling the queries and offering the orders in appropriate manner. In such manner, cafe will
able to improve and handle its present situation effectively and efficiently.
Findings of the results have reflected that Cafe Den is facing the poor management
issues because of different reasons such as poor-quality food, inappropriate employees
behaviours, pricing policy and marketing strategies and improper customers system
relationship management system. So, for resolving these issues Cafe Den needs to focus on
improving the quality of food and it can be done by preparing food as per the needs and
25

requirements of customers. Along with this, using the fresh ingredients company can improve
the quality of food. Along with this, organization needs to reduce the price and develop an
appropriate policy of pricing including selling cost, production cost and required profitability.
Company needs to focus on developing digital menu list by which customers can place their
order by own. This USP will reduce the time of employees and improve the productivity also.
5.2 Recommendations
Cafe needs to follow below explained recommendations for improving its present
condition and increasing its number of customers:
 Market Research: Food Company should conduct proper market research for
understanding the present trends. With the help of surveys, company can able to know
the strategies of its competitors with respect to price, quality, management, etc. This will
help cafe in improving gits decision making process regarding the selection of food
products and services. On the other hand, market research will also aware firm about the
behaviour of people regarding food items. The information about likes and dislikes of
individuals make strategy selection easier for the cafe. It can use questionnaire forms
with the list of questions of which cafe wants to know answer. This method will provide
an overview of customer’s need and demands.
 Better infrastructure: Cafe should provide comfortable infrastructure to the customers
with decorative items and light music. This will help in inviting clients of each and every
age group. Cafe can also decorate its walls with attractive contrast colours, different
pictures, designing utensils, attractive lights, etc for grabbing attention of the people and
providing them comfortable and friendly ambience.
 Training and Development: Cafe needs to conduct training program for the development
of different skills like problem solving, customer service, communication, etc among the
employees for offering quality services to the customers. Training will also help in
increasing the knowledge of the fresher with respect to the cafe, its products and services
for improving their performance and working capabilities. Knowledge about the products
and services will also lead to handle the different queries or problems of the clients. Cafe
can use different training styles as per the need of the situation for offering quality
services to the clients (Haugen and Schuff, 2016).
 Reward Management: It is one of the most effective strategies for increasing the
motivation level of the workers. Cafe should implement this strategy within its
workplace for encouraging staff members to work with more zeal and enthusiasm.
26

Rewards will also help employees to understand their weak and strong points. This will
help in enhancing the performance and productivity of the food firm (Stadtler, 2015).
27

REFERENCES
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Beardwell, J. and Thompson, A., 2014. Human resource management: a contemporary
approach. Pearson Education.
Bhattacharyya, K. D., 2009. Research Methodology. Excel Books India.
Bidgoli, S.J., Sarrafkia, A., Poor, M.M. and Mohammadimoghadam, Y., 2016. Future study
and Strategic Management and their relationship with the Iran's 2025 Perspective
Document. International Journal of Humanities and Cultural Studies (IJHCS) ISSN 2356-
5926, pp.708-722.
Blumberg, B.F., Cooper, D.R. and Schindler, P.S., 2014. Business research methods.
McGraw-hill education.
Brannen, J. ed., 2017. Mixing methods: Qualitative and quantitative research. Routledge.
Bruce, L. B., 2009. Qualitative Research Methods for the Social Sciences. Seventh Edition.
Boston MA: Pearson Education Inc.
Chen, D. and Zhao, H., 2012, March. Data security and privacy protection issues in cloud
computing. In Computer Science and Electronics Engineering (ICCSEE), 2012 International
Conference on (Vol. 1, pp. 647-651). IEEE.
Conesa, A., Madrigal, P., Tarazona, S., Gomez-Cabrero, D., Cervera, A., McPherson, A.,
Szcześniak, M.W., Gaffney, D.J., Elo, L.L., Zhang, X. and Mortazavi, A., 2016. A survey of
best practices for RNA-seq data analysis. Genome biology, 17(1), p.13.
Daniel, S. P. and Sam, G. A., 2011. Research Methodology. Gyan Publishing House.
Dellinger, R.P. and et.al., 2013. Surviving Sepsis Campaign: international guidelines for
management of severe sepsis and septic shock, 2012. Intensive care medicine, 39(2), pp.165-
228.
Easterby-Smith, M., Thorpe, R. and Jackson, P.R., 2012. Management research. Sage.
Flick, U., 2011. Introducing Research Methodology: A Beginner's Guide to Doing a
ResearchProject. SAGE.
28

Giaconi, G., Gunduz, D. and Poor, H.V., 2017. Optimal Demand-Side Management for Joint
Privacy-Cost Optimization with Energy Storage. arXiv preprint arXiv:1704.07615.
Goodwin, P. and Wright, G., 2014. Decision Analysis for Management Judgment 5th ed.
John Wiley and sons.
Gorgolewski, K.J., Alfaro-Almagro, F., Auer, T., Bellec, P., Capotă, M., Chakravarty, M.M.,
Churchill, N.W., Cohen, A.L., Craddock, R.C., Devenyi, G.A. and Eklund, A., 2017. BIDS
apps: Improving ease of use, accessibility, and reproducibility of neuroimaging data analysis
methods. PLoS computational biology, 13(3), p.e1005209.
Habib, G. and et.al., 2015. 2015 ESC guidelines for the management of infective
endocarditis: the Task Force for the Management of Infective Endocarditis of the European
Society of Cardiology (ESC) endorsed by: European Association for Cardio-Thoracic
Surgery (EACTS), the European Association of Nuclear Medicine (EANM). European heart
journal, 36(44), pp.3075-3128.
Haimes, Y.Y., 2015. Risk modeling, assessment, and management. John Wiley & Sons.
Harrell, M.C. and Bradley, M.A., 2009. Data collection methods. Semi-structured interviews
and focus groups. Rand National Defense Research Inst santa monica ca.
Haugen, B.R. and Schuff, K.G., 2016. 2015 American Thyroid Association management
guidelines for adult patients with thyroid nodules and differentiated thyroid cancer: the
American Thyroid Association guidelines task force on thyroid nodules and differentiated
thyroid cancer. Thyroid, 26(1), pp.1-133.
Hibbert, D.B. and Thordarson, P., 2016. The death of the Job plot, transparency, open science
and online tools, uncertainty estimation methods and other developments in supramolecular
chemistry data analysis. Chemical Communications, 52(87), pp.12792-12805.
Hislop, D., 2013. Knowledge management in organizations: A critical Introduction. Oxford
University Press.
January, C.T. and et.al., 2014. 2014 AHA/ACC/HRS guideline for the management of
patients with atrial fibrillation. Circulation, pp.CIR-0000000000000041.
Jauch, E.C. and Summers, D.R., 2013. Guidelines for the early management of patients with
acute ischemic stroke. Stroke, 44(3), pp.870-947.
29

Johnson, C.C., Fonner, V., Sands, A., Ford, N., Obermeyer, C.M., Tsui, S., Wong, V. and
Baggaley, R., 2017. To err is human, to correct is public health: a systematic review
examining poor quality testing and misdiagnosis of HIV status. Journal of the International
AIDS Society, 20(S6).
Kerzner, H., 2013. Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons.
Konstantinides, S. and et.al., 2014. 2014 ESC guidelines on the diagnosis and management of
acute pulmonary embolism. Kardiologia Polska (Polish Heart Journal), 72(11), pp.997-1053.
Kumar, M.D., Reddy, V.R., Narayanamoorthy, A., Bassi, N. and James, A.J., 2017. Rainfed
areas: poor definition and flawed solutions. International Journal of Water Resources
Development, pp.1-14.
Kumar, R., 2014. Research Methodology: A Step-by- Step Guide for Beginners. SAGE.
Laudon, K.C. and Laudon, J.P., 2015. Management Information Systems: Managing the
Digital Firm Plus MyMISLab with Pearson eText--Access Card Package. Prentice Hall Press.
Lehmann, J. and Joseph, S. eds., 2015. Biochar for environmental management: science,
technology and implementation. Routledge.
Luck, G.W. and et al., 2012. Ethical considerations in on-ground applications of the
ecosystem services concept. BioScience, 62(12), pp.1020-1029.
Mackey, A. and Gass, S.M., 2015. Second language research: Methodology and design.
Routledge.
Madon, S. and Krishna, S., 2017. Challenges of accountability in resource-poor contexts:
lessons about invited spaces from Karnataka’s village health committees. Oxford
Development Studies, pp.1-20.
Matthews, B. and Ross, L., 2014. Research methods. Pearson Higher Ed.
Miller, T. and et al., 2012. Ethics in qualitative research. Sage.
Mitzenmacher, M. and Upfal, E., 2017. Probability and Computing: Randomization and
Probabilistic Techniques in Algorithms and Data Analysis. Cambridge university press.
30

Montalescot, G. and et.al., 2013. 2013 ESC guidelines on the management of stable coronary
artery disease: the Task Force on the management of stable coronary artery disease of the
European Society of Cardiology. European heart journal, 34(38), pp.2949-3003.
Nel, E.W., Hafisa, A. and Dlamini, N.P., 2016. The experiences of operational managers in
the management of poor performance of nurses in a regional hospital in Ekurhuleni, South
Africa.
Nishimura, R.A. and et.al., 2014. 2014 AHA/ACC guideline for the management of patients
with valvular heart disease. Circulation, pp.CIR-0000000000000031.
Nishimura, R.A. and Sundt, T.M., 2014. 2014 AHA/ACC Guideline for the management of
patients with valvular heart disease: executive summary. Circulation, pp.CIR-
0000000000000029.
Ponterotto, J.G., 2013. Qualitative research in multicultural psychology: Philosophical
underpinnings, popular approaches, and ethical considerations. Qualitative Psychology, 1,
p.19.
Poor, P., Kocisko, M. and Krehel, R., 2016. WORLD CLASS MANUFACTURING (WCM)
MODEL AS A TOOL FOR COMPANY MANAGEMENT. Annals of DAAAM &
Proceedings, 27.
Renz, D.O., 2016. The Jossey-Bass handbook of nonprofit leadership and management. John
Wiley & Sons.
Research Design. 2016. [Online]. Available through
<http://research-methodology.net/research-methodology/research-design/>. [Accessed on 9th
October, 2017].
Sadef, Y., Nizami, A.S., Batool, S.A., Chaudary, M.N., Ouda, O.K.M., Asam, Z.Z., Habib,
K., Rehan, M. and Demirbas, A., 2016. Waste-to-energy and recycling value for developing
integrated solid waste management plan in Lahore. Energy Sources, Part B: Economics,
Planning, and Policy, 11(7), pp.569-579.
Schabenberger, O. and Gotway, C.A., 2017. Statistical methods for spatial data analysis.
CRC press.
Silverman, D., 2016. Qualitative research. Sage.
31

Stadtler, H., 2015. Supply chain management: An overview. In Supply chain management
and advanced planning (pp. 3-28). Springer Berlin Heidelberg.
Streitberger, K.J., Leithner, C., Wattenberg, M., Tonner, P.H., Hasslacher, J., Joannidis, M.,
Pellis, T., Di Luca, E., Födisch, M., Krannich, A. and Ploner, C.J., 2017. Neuron-Specific
Enolase Predicts Poor Outcome After Cardiac Arrest and Targeted Temperature
Management: A Multicenter Study on 1,053 Patients. Critical Care Medicine, 45(7),
pp.1145-1151.
Sullivan-Bolyai, S., Bova, C. and Singh, M.D., 2014. Data-collection methods. Nursing
Research in Canada-E-Book: Methods, Critical Appraisal, and Utilization, p.287.
Vestbo, J. and et.al., 2013. Global strategy for the diagnosis, management, and prevention of
chronic obstructive pulmonary disease: GOLD executive summary. American journal of
respiratory and critical care medicine, 187(4), pp.347-365.
Wickham, H., 2016. ggplot2: elegant graphics for data analysis. Springer.
Wildemuth, B.M. ed., 2016. Applications of social research methods to questions in
information and library science. ABC-CLIO.
Yancy, C.W. and et.al., 2013. 2013 ACCF/AHA guideline for the management of heart
failure. Circulation, pp.CIR-0b013e31829e8776.
Zohrabi, M., 2013. Mixed method research: Instruments, validity, reliability and reporting
findings. Theory and Practice in Language Studies, 3(2), p.254.
Zurich, L.B., 2017. Service Operations and Management.
32