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Key Topics
Requirement
Write a proposal on Business level Strategy / Generic Strategies.
Solution
Introduction
In this present paper, we will try to analyze the impact of poor level of communication at the management level to the lower level staff which impact on the customer services quality. This paper will also discuss the methodology that will adopt to conduct the research. The Bourne Leisure is holding limited company's travel sector, Bourne Holdings ltd. It is selected for analyzing the impact of poor communication of management level with the staff impact on the degree of customer service (Bitner, 1990).It is a private company which is situated in the United Kingdom. The company is operates 13 hotels across the United Kingdom.
Research Aims
The aim of a study is to analyze the impact of poor level of communication at the management level to the lower level staff which impact on the customer services quality.
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Research Objectives
Mentioned below are the objectives of the research papers:
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- To understand the impact of poor level of communication on management land lower level
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- To understand the impact of poor level of communication on customer service
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- To understand the impact of poor communication on overall growth of an organization
Research Questions
Mentioned below are the research questions for the research topic which is being discussed:
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- What is the impact of poor level of communication at the management level to the lower level?
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- How the customer’s service affected?
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- What is the impact of poor communication on organization growth level?
Literature Review
The UK is having some tours and Travels Company aim of so the level of competition is very high. The Bourne Holidays ltd is also having a good reputation in the market. They are currently having 6,000 employees working in an organization and 14,000 employee at the peak time. The in-depth study of the impact of poor communication at managers and staff on the level of customer service. It insures better services through providing best holiday destinations to their customers (Pitt, 1995). It is the privately owned holiday operated in United Kingdom. The vision of the company includes to offer a place for employees where customers can make new friends and enjoy the beautiful view of a holiday destination. The first holiday park was destined at Caister in 1906 (Bourne, 1990).
Methodology
This chapter describes the methods which are used to conduct the research in an organization. The research is conducted through two modes: Primary research and secondary research.
Primary research is defined as the research which is done directly by the investigator. The research is conducted through surveys, questionnaire, and interviews with an individual or small groups. It is mainly conducted for knowing the response of customers, to understand the taste and preference, feedback for the product.
Secondary research is also known as the existing research. The search which is already taken place and research reports, journals are available on that research. It helps in analyzing and making recommendations by available previous research data collection.
Research Approach
In this research, we are conducting secondary as well as primary research. The primary research includes interviews and to collect the first-hand information through surveys.
The data is collected through both the methods: secondary research as well as primary research. The data which is collected from research reports, journals, newspapers, and market surveys of the company that is secondary research and to analyze the customer’s feedback regarding the changes in the level of service that is conducted through primary research by filling customer’s feedback form, surveys.
Both types of data collection is necessary because the data can't be collected from only one source. In this research study we have to analyze firstly the situation from where the lack of proper communication takes place and after that, the impact of improper communication on the customers service will be analyzed through primary research (Sharma, N, 1999).
Data Collection
There are two methods for collecting the data. Primary data and secondary data. Data collection is this research takes place from both the sources: Secondary data helps to measure the level of productivity affected by comparing the present report from the previous data, and the primary data is used to analyze the customer’s feedback.
The Sample design of the study defines the structure of the study, and it includes two elements: Sample size and unit. The sample size is the total number of units taken, and the sample unit is the one unit out of total which is taken for the sampling purpose.
Data Analysis
The data which is collected form primary and secondary resources. It is analyzed through SPSS in which correlation and descriptive statistics techniques are used. Both the techniques are used to study the impact of poor communication on the level of customer service (Smidts, 2001). The descriptive statistics shows the snapshot of the company’s performance and correlation tells the relationship between the level of communication at manager’s level to staff and level of customer’s service quality.
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Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS Quarterly, 173-187.
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Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. The Journal of Marketing, 71-84.
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Bourne, N. (1990). 1 Holidays.
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Smidts, A., Pruyn, A. T. H., & Van Riel, C. B. (2001). The impact of employee communication and perceived external prestige on organizational identification. Academy of Management Journal, 44(5), 1051-1062.
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Sharma, N., & Patterson, P. G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of services marketing, 13(2), 151-170.
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