Methods and Design Paper Essay Example | Topics and Well Written Essays - 1500 words

Methods and Design Paper - Essay Example In particular, continuing from the relationships identified earlier in respect to the proposed research in measuring service quality dimensions; this paper identifies the methods and design structures that could be most fruitfully deployed in bringing about the clarity in relationships between various constructs and variables so as to meet the research intent. The target object of the proposed research is to evaluate service quality performance versus customer expectations of the same. The earlier paper on relationships had identified the primary constructs as: reliability, responsiveness, assurance, empathy, tangibles, and business success in relation to services' quality. It is posited here that answers to the proposed research questions, will enable special event firms to ascertain if there is a positive relationship between their business successes and the service quality they proffer. This analysis can also help identify the negative gaps in service quality from expected levels as well as determine as to which SERVQUAL dimensions are critical in determining the level of success this type of company will experience in the marketplace. However prior to that it is important that it is examined how similar constructs have been examined in comparable research on service quality. ... The results of the study are used to strategize as to what communication action may increase awareness and loyalty in existing and potential buyers. This also lays bare the key attributes clients use as a measure of quality and satisfaction when consuming professional services. Botschen et al (1996) have used a very interesting technique for identifying the problems which the consumers might encounter in service encounters. The technique is called Sequence-oriented problem identification (SOPI).SOPI involves blue printing the sequence of steps that make up a service encounter, and asking customers to provide evaluations for each step they may experience in the service encounter process. In part, SOPI is a strategic tool that combines and extends blueprinting of services with the critical incident technique. The SOPI technique is illustrated with comparisons of findings from the research method with findings from the critical incident method in an empirical study of customers' evaluat ions of the augmented and core services in adult education courses of an Austrian enterprise. The SOPI results provide very specific information about problems experienced by customers that was not included in the critical incident method. Nick &Tyas (1997) had done interesting research in probing service quality perceptions of consumers. They maintain that definite noteworthy events encourse service dispensations are events in real space but affect service perceptions randomly. Whereas generalized views about service establishment are exaggerated views of the reality expressed in general terms by a group of individuals. They believe that both noteworthy events