Evaluating the Problems of Service Encounter through Effective Communication in Hospitality Industry

Running Head: MANAGEMENT
MANAGEMENT

MANAGEMENT 2
Table of Contents
Introduction......................................................................................................................................2
Research topic..............................................................................................................................2
Problem statement and research objectives.................................................................................2
Research Question........................................................................................................................2
Research design...............................................................................................................................3
Core function................................................................................................................................3
Information requirements.............................................................................................................3
Methodology................................................................................................................................3
Data collection methods...............................................................................................................4
Qualtrics survey...........................................................................................................................4
Survey through questionnaire (Qualtrics survey)............................................................................5
Interview questions......................................................................................................................7
Sample selection..........................................................................................................................7
Ethical considerations......................................................................................................................8
Informed consent..........................................................................................................................8
Anonymity...................................................................................................................................8
Proposed data analysis techniques...............................................................................................8
References......................................................................................................................................10

MANAGEMENT 3
Introduction
Research topic
“Evaluating the Problems of Service Encounter through Effective Communication in Hospitality
Industry”
Problem statement and research objectives
Problem statement
It is addressed that offering good services to the customer is a key goal that each business
services strive for attaining from time to time. It is illustrated that competency for service
providers to offer quality services is entailed as a significant approach for success and survival in
the current rivalry.
As per the view of Lee et al. (2015) service encounter can be an essential element for service
delivery as it aids in developing the impact on the evaluation of customers with respect to service
consumption experience. Therefore, there are some studies that emphasize service encounter
because the researcher demonstrated that there is a causal association between service encounter
and customer perception about service quality.
Research Question
 Evaluate the problems to overcome the service encounter through effective
communication?
 Why is an evaluation of service encounter needed?
 What are the different techniques used in this research for effective service encounter?
 How will the effective service encounter put an effect on the hospitality industry?
Aim/Objectives

MANAGEMENT 4
The primary objective of this investigation is to assess the significant service encounter by
feasible training and induction of workforces, offering feasible empowerment level in the role of
job and by addressing the employee’s performance in service encounter role. But, it would
support the service encounter role. But, it would support the service encounter to present for the
longer term in the context of the hospitality industry.
Research design
Core function
Under this investigation, applied research will be chosen in order to solve particular concerns.
The particular concern of this investigation is to evaluate the problems of service encounter
through effective communication in the hospitality industry.
Information requirements
In this investigation, descriptive research will be utilized during this investigation as it supports
an investigator to assess the issues of service encounter through effective communication in the
hospitality industry. This kind of investigation would be beneficial in terms of collecting the
perception as well as ideas from participants with respect to research issues. On the other side,
the exploratory investigation will not be considered in this investigation because there is no
requirement for developing the hypothesis. Explanatory research will not be appropriate for this
investigation because of inadequate cause as well as effect associations (Alhelalat, Ma’moun,
and Twaissi, 2017).
Methodology
A mixed research design will be applied by an investigator with the purpose of this investigation
and attaining the research in a specified duration. Since, it considers the specific characteristics
of both qualitative as well as quantitative types of research design (Wang, et al., 2017). The