My Role as a Researcher
I approach the challenge of research in the doctoral level with some extent of apprehension as well as pleasure. I have already been in neuro-scientific business for more or less than a 10 years now, working in customer service management, so I can appreciate the importance to do research especially in gauging client satisfaction and deciding how to leverage this to increase the company's competitive advantages. Ensuring customer satisfaction requires several factors. Nowadays, much of the world is hinged on the increasing technology in order to provide information and selections for customers. Due to the saturation of the Internet nowadays, users are moving in millions using their company laptops with their smartphones. The smartphone is now the website of communication, decision-making, research, shopping, and purchasing.
This has transformed just how businesses do things. In an exceedingly immediate way, it pressures companies to be responsive to customers' needs in a "real-time" manner. Mobile CRM is an innovative way of handling customer relations. Only using their mobile devices like smartphones or dining tables, employees is now able to retrieve customer information and customer accounts remotely. Where previously, they relied on a laptop to do their work, mobile CRM achieves the same results within an effective and convenient manner.
The question now is could consider myself or my role as a researcher in the doctorate research I plan to go after. First, the novelty of mobile CRM and the lack of research in this area is what encouraged me to choose this as the research theme. My research is about mobile customer marriage management (CRM) and exactly how it influences customer satisfaction and competitive gain in the framework of Samsung in United Arab of Emirates. Second, I have an abundance of experience in customer relationships and have been with Samsung for quite some time.
Hughest and Tight (2013) claim that a researcher's role in the study requires discovering personal principles, biases, and assumptions at the very beginning. In this manner, transparency, which really is a crucial factor in objectivity, is marketed. Ortlipp (2008) expresses that keeping a research diary is a fantastic method of upholding transparency in research since it details the study process in a manner that allows the researcher to reveal the nuances attached to his or her participation.
As a researcher, I have already been in customer relations for nearly a decade and I believe my professional and personal encounters with Samsung increase my recognition, knowledge and sensitivity to the main element issues that my research will focus on. I've experience in putting into action mobile CRM and I am pretty proficient with the technology associated with it. This can help me in identifies the thoughts, views and encounters of the participants while i interview them. My experience and worldview will also affect how I interpret and understand the data I acquire.
Entry No. 2: April 3, 2015
Bias - what are mine?
One of the largest issues with qualitative research is bias. Much has been said and discussed about the amount to which a researcher can affect the outcomes of the analysis and whether or not some form of control is needed over the qualitative research process, in what is referred to as the "interpretive problems" (Denzin & Lincoln, 1994). Interpretive research proceeds in a different way from positivist research because data is analyzed in an inductive manner. In this manner, the researcher arises from a set of facts and interprets them to develop an over-all theory about a particular trend. This opens the researcher to various likelihood of bias.
Unlike the quantitative survey that i am most familiar with, qualitative data collection methods feature the researcher as facilitator. My presence occupies a visible feature in the carry out of the info collection itself because I am the tool. Therefore, can certainly make money collect the data will impact its quality significantly. For this research, I am considering doing concentrate group discussions to be able to assemble the views of users and employees on the impact of mobile CRM. I will be utilizing a semi-structured dialogue guide. The focus group is a familiar method used in business research and I am more or less knowledgeable using its general strategy. However, I learned to become more conscious of a few of the drawbacks of the focus groups. Focus group involves an organization of people who are gathered and asked what their behaviour are towards a product or service. It isn't only a simple gathering where answers are drawn from a set of people; in emphasis groups, discourse is facilitated. The facilitator can steer the group members and effect them predicated on what questions he/she poses. Addititionally there is interaction, so participants are absolve to influence others using their opinion. An essential limitation of concentration group is the grade of the facilitation (Krueger, 1994). Therefore, must i decide to carry on with the concentration group as my main data collection methods, lowering bias should be considered a priority. Moderator or facilitator bias will be likely if the facilitator is not skilled enough. She or he should be skilled and competent enough to take care of participants who tend to "hijack" the debate.
I am considering whether I should moderate the emphasis group or have someone else do it. I have to ensure that my facial expressions, firmness, deportment, vocabulary style, and gestures do not create or help in bias. Yet, as Le Gallais (2008) asserts, bias will be present in every researcher since were influenced by our contest, gender, years, and social position. My race for instance, would be a factor in a multi-ethnic emphasis group. There would be likelihood that I would identify more with Emirati participants than non-Emirati members and vice versa. Being male, addititionally there is the possibility that in mixed-gender concentration groups, my existence wouldn't normally encourage female participants to talk about their views. These are things that I need to be specific about when designing the concentrate group. In order to get quality data, maybe it might be desirable to get all-female, all-male and mixed-group discussions.
Another thing I should be careful about is the content of the dialogue guide. A biased or leading question affects the members' views and will not mirror good research practice. The manner of asking the question may also be biased. Therefore, the tool must be checked out and validated by a specialist to ensure that we now have no biased questions.
Entry No. 4: December 7, 2016
As I read on ideas and worldviews, I realize the value of the practice of reflexivity. Reflexivity can be involved with a researcher's self-awareness and consciousness and having the ability to own a certain point of view. This requires someone to experience questioning one's personal about theoretical positions and exactly how one talks about certainty. Being reflexive is an examination of what I understand and exactly how I obtained this knowledge I have now.
As a qualitative researcher, I need to pay attention to the various socio-political, ethnic, and ideological issues adjoining the issue of mobile CRM. For example, mobile CRM functions under the presumption that the digital world is toned and that users can access technology similarly. However, this is not the situation. People utilize and appreciate technology predicated on their social status, era, gender and competition. For instance, elderly customers who are not tech-savvy might not appreciate the delivery of information through cell phones. Men and women use technology in a different way and will have different perceptions about how technology should be utilized. I recognize how reflexivity is important if you ask me as a doctoral researcher. Being the tool, I have the energy and accountability to interpret the data and to present it to depends upon. I have to ask myself constantly the type of baggage I take which will hinder my interpretation and do in the study process. Personal concerns, ideological conflicts, and health issues are some of the factors I can think of right now which might affect my role as researcher.
Denzin, N. K. & Lincoln, Y. S. (1994). "Introduction: Joining the field of qualitative research. " In NK Denzin and YS Lincoln (Eds. ) Handbook of Qualitative Research. 1000 Oaks, CA: Sage.
. Hughes, C. & Tight, M. (2013). The metaphors we review by: the doctorate as a quest and/or as work. Higher Education Research & Development 32 (5), 765-775.
Krueger, R. A. (1994). Focus groupings. A sensible guide for applied research. 2nd ed. Thousand Oaks, CA: Sage Publications, Inc.
Le Gallais, T. (2008). Wherever I go there I am: reflections on reflexivity and the study stance. Reflective Practice 9 (2)145-155.
Ortlipp, M. (2008). Keeping and Using Reflective Publications in the Qualitative Research Process. The Qualitative Statement 13(4), 695-705.
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