Brazil

1. Ch. 6 - 7  --  You are the administrative assistant for a division chief in a large holding company that owns several hotels and theme parks. You and the division chief have just come from the CEO’s office, where you were informed that the guest complaints related to housekeeping and employee attitude are increasing. Your on-site managers have mentioned some tension among workers, but have not considered it unusual. The CEO and your division chief instruct you to investigate. Suggest at least three different types of research that might be appropriate to the situation.

There are many different types of research that could be utilized in this situation. Three types of research that can be used to study guest complaints in relations to housekeeping and employee attitude are as follows:

• Descriptive study would help the division chief develop a hypothesis of which employees are receiving complaints and what kind of complaints are guest generally submitting about housekeeping. The information gathered from monitoring staff behavior while performing tasks in the areas where guest are complaining. This can help pin point how often guest complaints are occurring as well as tell which locations has the largest concentration of complaints.

• Causal research study research, the research will assist with determining why the complaints were received. The division chief can determine if the variable of employee attitude causes guest complaints. The importance of this relationship is to determine whether the attitudes of the workers are the real cause of complaints or some other variable. This study should give some answers as to why complaints are increasing.

• Qualitative and Quantitative research: qualitative research techniques facilitate data collection and data analysis. This includes an array of interpretive techniques which seek to describe, decode, translate or and otherwise come to terms with the meaning, not the frequency, of...