Ramada’s research initiative entailed studying proprietary to establish the Personal BestTM program. The research initiative adopted diverse study models. Ramada explored the processes to generate information regarding developing a superior customer service program. The process of gathering evidence was based on an earlier assessment of customer satisfaction within the hotel industry. Therefore, Ramada commissioned the study using three aspects of employee effectiveness, including hiring, training, and motivation.
The study processes apply Dinsey, Southwest Airlines, and Carlson to obtain information on the uniqueness of their customer service activities. The firms were studied because of their excellent experience in offering customer service. Dinsey provided the most outstanding customer service activities while Southwest Airlines instilled happiness on their clients’ faces. Furthermore, Carlson provided information on the development flow to workforce turnover, loyalty, and commitment.
The process also involved using expert companies, including Predictive Index, which attempted to generate information regarding features of self-motivated performers. “American Hotel and Motel Educational Institute” was approached to study the things other firms did well in hiring the workforce.
Face-to-face meetings were also conducted with the RFS workforce to obtain their input. Secondary data were crucial in the study to generate relevant information established by other academicians.
Notably, exploratory research was applicable in the study conducted by Ramada. They started by introducing the study purpose. They explicitly indicated the context under which the study took place. The research model used a survey method to generate the three crucial issues. Ramada also employed twenty-four researchers to conduct a survey in 900 subsidiary assets within six months. This phase generated information on the company’s culture and mentality.
Most importantly, there were certain research process decisions in this study. The study was conducted using the previous survey findings to guide the process. They also decided to approach three companies, including Dinsey, Southwest Airlines, and Carlson, in the research process.
Indicatively, all the companies provided something unique that was required to strengthen their findings. In addition, the firm engaged two expert organizations to generate valuable information for developing its Personal BestTM program. A decision was also made in the research process to survey 900 Ramada properties. The franchise also made a decision to conduct other research studies by putting people in a merry atmosphere.
The study also employed selective sampling methodology, which enabled it to approach Dinsey, Southwest Airlines, and Carlson because they had excelled in diverse aspects of customer service. The methodology was also used in sourcing the two outside expert companies engaged in the research. In addition, twenty-four researchers visited 900 properties sampled selectively. The study also used ethnographic research design, which is frequently applicable while undertaking research that involves groups, organizations, culture, or community. The research approach also entailed a lot of time dedicated to the study, data gathered through observation, interviews, and surveys. Features of the studied subjects are also described.
This design presents certain strengths, such as gathering primary information. On the other hand, the design shows weaknesses like the possibility of gathering subjective information or participants giving conditions before feedback. The role played by the manager in this study cannot be underestimated. The management organized and facilitated the research in diverse ways. They organized the research location, participants, approached other companies, and made bigger decisions on the research process.
Ramada decided to conduct the investigation in a nontraditional way with a party-like atmosphere. The informal setting bringing together all company workforces removed the barriers between senior and junior employees. Therefore, the personnel would provide their feedback with no fear of getting victimized. The advantage of this research approach is that much information can be generated because many people will be willing to share their ideas. The approach also presents challenges associated with the overuse of financial resources.