Case Study Report: Analyzing Customer Service Through Case Research

This report presents a case study based on the research conducted by John, the proprietary manager of an insurance firm, focusing on improving customer service. The research employs a case-based methodology, including both confirmatory and exploratory stages, to understand how customers' perceptions of service quality evolve over time. The report provides a critical review of the research process, discussing marketing management theory, analysis of the case, the role of prior theory, and the implementation of the research. It highlights key aspects such as data collection methods, the development of research questions, and the identification of research gaps. The report also examines the challenges and benefits of case-based research in the context of John's business, offering valuable insights for improving customer satisfaction and service delivery. The report concludes by emphasizing the practical application of the research findings and the importance of understanding customer perspectives in the insurance industry.

Running head: CASE-BASED RESEARCH
CASE-BASED RESEARCH
Name of the Student:
Name of the University:
Author’s Note:

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CASE-BASED RESEARCH
Introduction:-
This report mainly describes the cased base research story. This story demonstrates the
two stages of research problem like the confirmatory stage and exploratory stage. This story is
very much related to John, who is the propitiatory manager of one insurance firm (Rauterkus et
al., 2019). He needed to identify why and how customer’s opinions of quality facility reformed
over time and how john and his team could tap into that procedure. With the help of case-based
methodology, this john can enhance its customer facility. These reports demonstrate the critical
review of this case-based story and methodology.
Discussion:-
Critical review:-
Case-based research:-
As per these case-based research, this paper is describing the process which is necessary
by using conferences but with other data sources like newspaper articles, observation and
organization brochures (Lutsko, Baldwin & Cronin, 2019). This research paper also delivers the
case-based research method where the cases are familiar to marketing instructors and their
scholars as a teaching device. There is an indication to backing the claim there executives and
other investigators get benefit from their difficulties, designed procedures to research complex.
The two chapters of these researcher paper demonstrate the strength of this methodology and
implementation of the methodology, respectively.
Marketing management:-
According to these case-based research paper, the researcher is developing marketing
management theory which can drive case-based research properly (Vasconcelos et al., 2019). As

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CASE-BASED RESEARCH
per this research, the researcher is developing some research question which is the essential part
of this paper. They state that these approaches usually tend to address research rather than the
practical example. The most common research question is why and how is connection marketing
executed in an up-to-date accounting preparation.
Analysis:-
The researcher develops the idea and this idea state that the case-based study can be
explanatory, which integrates and describes concepts from outside the condition of the cases
(Guerrieri et al., 2019). The analysis part of this research is developing some detail description
which is regularly more suitable for the more complex condition concerning many people and
their business organizations. These unit analyses of the research display the embedded cases
which are comparing with other entrenched parts of the similar essential cases. These research
paper also develop the research difficulties which can determine the unit of enquiry in the case-
based investigation, but occasionally these are involved for operational explanations.
Prior Theory:-
The prior theory of this research paper framed the data collection method, where the
researcher argues for a valuable form of case-based study. These research arguments are
describing the internal connection between initiation and limited deduction. These research paper
also draws the inductive approach, which can be making the induction visualization of any
project building. This research literature was also developing the data collection techniques
which can denote Eisenhardt's position (Zhao, Gao & Li, 2019). The review theories are also
developing the data argument and rival hypothesis, which can create the protocol concepts of
interviews.

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CASE-BASED RESEARCH
The researcher was also developing one instance of the prior theory, which are explaining
the difference between cases based on induction and deduction. According to these stories, John
is trying to follow the concept of these methodologies and confirms that there assume track are
perfect (Rauterkus et al., 2019). But subsequently, the primary data collection method is
informed by initial conceptions from the earlier cases and prior theory.
Role of Prior Theory:-
These research part are developing the deduction and induction combining theory which
suggests the researcher's decision. Sometimes these research suggestion are incorrect because the
deduction and induction are not used uniformly in the case-based research. This chapter is also
developing the disconfirming phase, which may be replaced with another exploratory phase. The
researcher was also developing the three blending ways. According to the researcher (Alfarozy,
Suliyanto & Yunanto, 2019), the first blending ways demonstrate the convergent conferences
with experts and similarly second and third ways to develop the pilot studies and interview
protocol, respectively.
Principal and implementation:-
These phases are delivering the common areas which are helpful for the qualitative and
quantitative deliverables. John, when following this research principle, then they easily observe
several issues and resolve them correctly. Several types of cases are solving by using these
research methods (Lutsko, Baldwin & Cronin, 2019). The research authority also follows the
usual situation, which can de develop by theoretical complexities of this research.
Research issues:-
The literature review is similar to in a 'traditional 'theory which is demonstrating the
research skill and recognizing gap. The research gaps depend on complete data analysis and

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CASE-BASED RESEARCH
chapter exploration (Lutsko, Baldwin & Cronin, 2019). These research does not develop the
marketing plan, which can be helpful for any business authority. These research paper does not
develop the effective measurement policies and influential impact of case-based research
method.
Conclusion:-
These reports are describing the john's case study. This case study depends on the case-
based research method. The review report of this research paper is delivered detail description of
prior theories, marketing management, analysis, implementation and gaps accurately. When John
is following these methods, they efficiently provide excellent facilities among their business
customers.

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CASE-BASED RESEARCH
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