Business Research Methodology Reflection Report: Insights and Analysis

This report is a reflection on a business research methodology assignment, focusing on the impact of employee motivation on customer service. The student learned about the importance of employee motivation in shaping customer perception, highlighting the role of human resources as direct customer interfaces. The report explores intrinsic and extrinsic factors influencing employee motivation, the use of both qualitative and quantitative research methodologies, and various data collection methods including primary and secondary data. The student also discusses sampling techniques, data analysis tools like MS-Excel, and research limitations. The reflection emphasizes the importance of time management in research and the practical application of these concepts in a business context. The report concludes with references to relevant academic sources.

Running head: BUSINESS RESEARCH METHODOLOGY
Business research methodology

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Reflection report
This research is effective for me to build depth understanding with respect to the impact of
employee motivation in order to improve the customer service. From the introduction chapter, I
have learned that motivating the employees to play a vital role to adjust the perception of the
customer. It is also analyzed that human resource is an asset of the corporation and they are the
ones who make direct relations with the customers. I have also observed that competent and
dedicated workforces are the key parameters which lead to improving the customer satisfaction.
This research is also beneficial for me to understand different strategies to improve the
motivation level of employees. Further, this project has a wider scope to understand the
relationship between employee motivation and customer service (Korschun, et. al., 2014). As a
result, it could be effective to enhance my career in the field of managing human resources.
From the literature review, it is analyzed that there are two factors which can affect the
motivation of employees at the workplace named intrinsic and extrinsic factors. I have also
observed that intrinsic factor is associated with feelings of fulfillment, satisfaction, and
enjoyment. Together with, the external factor is associated with external factors that enable the
employees to meet their goals such as rewards or punishment can be imposed on employees at
the workplace (Walker, et. al., 2014). Besides this, I have observed that rewards are used to
increase motivation level among the employees while punishment could be in different forms
like a deduction in salary, termination, insult, humiliation, and others. This experience was
beneficial to consider these factors within an organization to motivate the employees. As a result,
I can be a good human resource manager in long-term.
During the study of research methodology, it is analyzed that both qualitative and quantitative
research methodology is used by a researcher for enhancing the quality of data collection (Chen,

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et. al., 2015). Consequently, it could be beneficial to implement the research design in further
research within an organization. I have gained experienced that data collection is effective for
getting the reliable and valid outcome from the customers. Further, I have pointed that both
primary and secondary data collection method is used to pool the information regarding research
topic. In this way, it can be evaluated that primary data is collected from survey and face to face
interview while secondary data is gathered from the IT association and publication, company
websites, journal articles, literature study and online sources (Lam and Mayer, 2014). As a result,
it could be beneficial to gather the information about further research within an organization as it
can improve my personal as well as professional career. It can be also evaluated that sampling
method is effective to choose the right participants for getting the accurate information regarding
the research issues (Chen, et. al., 2015). This is significant for me to gather a large amount of
data through simple random sampling method. This sampling method is effective to reduce the
biases from survey through a questionnaire. Consequently, it could be beneficial for me to
choose the targeted people from a large number of populations. Thus, I can achieve my research
objectives in a comprehensible way.
Through data analysis, I have learned that there is certain technique can be used to assess the
collected data such as MS-excel. This tool is used to present the data in a comprehensible way
like a pie chart, scatter diagram and illustration (Michel, et. al., 2013). I have also gained my
experience regarding research limitation. In this way, I have analyzed that there are different
issues can be occurred during completing the research. For instance, there may be a conflict
between the managers of multinational companies as they may be apprehensive to share their
personal information. It can also delay the project (Menguc, et. al., 2013). Hence, this learning is
beneficial for me as I can resolve the research limitation in future.

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Along with this, I have boosted my experience regarding time schedule. In this way, I have
learned that time schedule is used to assess the time schedule for those activities that will be
performed. This research schedule is beneficial to complete the research objectives in a specified
time period (Menguc, et. al., 2013). As a result, now, I am competent to make research schedule
within an organization which could be effective for me to enhance my personal and professional
life.

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References
Chen, Z., Zhu, J., and Zhou, M. (2015) ‘How does a servant leader fuel the service fire? A
multilevel model of servant leadership, individual self-identity, group competition climate, and
customer service performance’, Journal of Applied Psychology, 100(2), p. 511.
Korschun, D., Bhattacharya, C. B., and Swain, S. D. (2014) ‘Corporate social responsibility,
customer orientation, and the job performance of frontline employees’, Journal of
Marketing, 78(3), pp. 20-37.
Lam, C. F., and Mayer, D. M. (2014) ‘When do employees speak up for their customers? A
model of voice in a customer service context’, Personnel Psychology, 67(3), pp. 637-666.
Menguc, B., Auh, S., Fisher, M., and Haddad, A. (2013) ‘To be engaged or not to be engaged:
The antecedents and consequences of service employee engagement’, Journal of business
research, 66(11), pp. 2163-2170.
Michel, J. W., Kavanagh, M. J., and Tracey, J. B. (2013) ‘Got support? The impact of supportive
work practices on the perceptions, motivation, and behavior of customer-contact
employees’, Cornell Hospitality Quarterly, 54(2), pp. 161-173.
Walker, D. D., van Jaarsveld, D. D., and Skarlicki, D. P. (2014) ‘Exploring the effects of
individual customer incivility encounters on employee incivility: The moderating roles of entity
(in) civility and negative affectivity’, Journal of Applied Psychology, 99(1), p. 151.