Customer Satisfaction, Employee Engagement, and Business Research

This research report delves into the multifaceted relationship between customer satisfaction and various business elements. It analyzes four articles, highlighting common themes such as the critical role of employee performance, motivation, corporate social responsibility (CSR), and leadership in achieving customer satisfaction and overall business success. The report also addresses the different angles each article takes, from customer experience management (CEM) and product quality to the impact of leadership behavior and CSR initiatives. Limitations within the research methodologies of the articles are identified, including data collection methods and sample sizes. Finally, the report suggests future research directions, emphasizing the need for more robust methodologies, larger sample sizes, and ethical considerations in data collection to enhance the validity and reliability of findings related to customer satisfaction and business performance.

Running head: BUSINESS RESEARCH METHOD AND RESEARCH PROPOSAL
Business Research Method and Research Proposal
Name of the Student
Name of the University
Author’s Note

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BUSINESS RESEARCH METHOD AND RESEARCH PROPOSAL
Table of Contents
1. Summary of the theory and progression:.....................................................................................2
2. Common themes among the four articles:...................................................................................2
3. Different themes among the four articles:...................................................................................4
4. Study limitations and how these differ across the various study designs....................................4
5. Future research direction in four articles:....................................................................................5
Reference List:.................................................................................................................................6

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BUSINESS RESEARCH METHOD AND RESEARCH PROPOSAL
1. Summary of the theory and progression:
The article “customer experience management and business performance” published
by Grønholdt et al. (2014), the author has portrayed an in-depth vista on how an effective
customer management skill can render a job satisfaction among the employees. The study by
making systematic empirical research has evaluated that job satisfaction of employees is the part
of business responsibility as the performance of an organization is entirely dependent on the
employee satisfaction. In this very specific article the author has used CEM theory for giving a
proper overview about the various ways of customer experience management. On the other hand,
Maslow’s motivation theory is also referred in this article. If the employees are not motivated
towards performances they can never manage customers’ needs and demands. Therefore, the
author has suggested that motivation theory is effective enough in rendering an enthusiastic
attitude among the employees. As a result, business organization does not have to face
challenges in meeting customers’ demands.
2. Common themes among the four articles:
The first article has presented a proper comparative analysis between customer service
management and employee satisfaction. The author in this specific article has analyzed that
quality of customer service is entirely dependent on employee performance. The second article
“Customer satisfaction, product quality and performance of companies”, published by
Suchánek, Richter and Králová (2014) has evaluated that employees have to play a major role in
customer satisfaction, maintaining product quality and rendering good performance of
companies. It is undeniable that superior quality of product and services are the most effective
ways of rendering customer satisfaction. On the other hand, companies can render success by

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BUSINESS RESEARCH METHOD AND RESEARCH PROPOSAL
providing effective services to the customers. Therefore, the three primary concepts are
inseparably related to each other. The third article, “the impact of corporate social responsibility
on customer satisfaction, relationship maintenance and loyalty in the shipping industry”
presented by Shin and Thai (2015) has depicted the significance of corporate social
responsibility in customer satisfaction. Organizations intend to implement numerous CSR
activities within business process to make a good will for their company. As a result, the brand
can achieve an image in the market which creates a positive impression in the mind of
customers. The fourth article “the influence of leader empowering behaviors and employee
psychological empowerment on customer satisfaction” depicted by Namasivayam, Guchait and
(2014) , the author has stated that business leaders have immense positive impact on enhancing
employee performance. Based on the employee performance the rate of customer satisfaction is
highly dependent. The behavioral approach of the business leaders should very approachable and
cooperative so that employees can get the scope to share their views and thoughts.
Automatically, employees would get motivated in maintaining the superior quality of their
products and services to the customers.
The primary similarity among the four articles that the authors in four articles has
concentrated on how to maintain customer satisfaction within the organization. Employee
performances, employee motivation, corporate social responsibility, good leadership within
organization, customer experience management are the primary ways of maintaining good
customer services. On the other hand, the authors in these four articles have concentrated on how
customer satisfaction is one of the key factors of achieving business success as well as
sustainability.

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BUSINESS RESEARCH METHOD AND RESEARCH PROPOSAL
3. Different themes among the four articles:
The key theme of four articles may be customer satisfaction but the author has presented
the key themes in different ways. The first article has primarily concentrated on evaluating the
theoretical concept of CEM and employee motivation. The importance of customer experience
management in employee performance is the key concept of the organization. On the other hand,
in second article the author has stated that product quality and employee services are the key
factors of customer satisfaction. If the quality of product does not meet customers’ needs and
demands the entire performance of business would be demolished. Therefore, the key
concentration of the business experts is maintaining product quality.
The third article has stated that only employee performance cannot render business
success. The employees have to focus on following corporate social responsibility as well. With
the help of an effective corporate social responsibility like community relation, social activities,
sponsorships the organization can create a good image in the mind of customers. Therefore, in
order to expand the entire process of business in multinational countries the organization should
follow corporate social responsibility. The fourth article is about influence of team leaders in
providing customer services. In many cases, organizational employees do not find any
motivation in performing well due to the lack of professional approach from the leaders.
Therefore, employees face challenges in meeting customers’ needs and demands. Therefore, the
key focus of this article is behavioral approach of business leaders at the workplace.
4. Study limitations and how these differ across the various study designs
After providing detailed analysis about the various aspects of customer satisfaction these
four articles are not devoid of some of the major limitations. The methodological tools that are

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used in the four articles are not sufficient enough in gathering appropriate data and information.
The authors could have used more methodological tools in order to conduct the research
successfully. In addition, the first article has chosen to make secondary data analysis by making
a thematic analysis. The second article has conducted qualitative data collection method by
involving the employees directly. The third article has made quantitative data analysis by
involving 214 respondents from South Korea. The fourth article is a amalgamation of both
quantitative data collection technique and qualitative data collection technique which has
involved 365 frontline employees and 2,915 customers.
5. Future research direction in four articles:
In order to avoid the above mentioned limitations the four articles can concentrate on
using appropriate research philosophy, approach and design. At the same time, the number of
respondents can be increased for collecting more data and information to conduct the research
successfully. The study would have to concentrate on following ethical considerations while
collecting data.

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Reference List:
Grønholdt, L., Martensen, A., Jørgensen, S. and Jensen, P., 2015. Customer experience
management and business performance. International journal of quality and service
sciences, 7(1), pp.90-106. Theory
Namasivayam, K., Guchait, P. and Lei, P., 2014. The influence of leader empowering behaviors
and employee psychological empowerment on customer satisfaction. International Journal of
Contemporary Hospitality Management, 26(1), pp.69-84.
Shin, Y. and Thai, V.V., 2015. The impact of corporate social responsibility on customer
satisfaction, relationship maintenance and loyalty in the shipping industry. Corporate Social
Responsibility and Environmental Management, 22(6), pp.381-392. Quantitative
Suchánek, P., Richter, J. and Králová, M., 2014. Customer satisfaction, product quality and
performance of companies. Review of economic perspectives, 14(4), pp.329-344. qualitative