Assignment 2 template

1. Identify any organizations either formal or informal.

2. Conduct face-to-face interviews or surveys (distribution of questionnaires)
3. Customers’ satisfaction and employees’ satisfactions. Theory Employees’ satisfaction =
Customers satisfaction = Organizations’ success. In other words OB scholars argued that
employees’ satisfaction leads to customers’ satisfactions. And customers’ satisfactions lead to
higher profit and organizations’ success. You will find in chapter 4 of the text book all the
theories relating to this topic. Hence your LR must include the text book. Other organizations
used other strategies to satisfy customers apart from satisfying employees’ first. You will also
find that in the text book in chapter 4 as well.

The aim of your investigations is to ascertain if organizations you have selected the same
strategies i.e. employees’ satisfaction = customers’ satisfaction = organizations’ success. Your
questions will revolve around but not limited to whether organizations of your choice used the
same strategies as mentioned above, how successful it is, if not why? What other strategies they
used to satisfy customers, how effective they are, if not why? The best strategies, why? Etc.
Whether employees satisfaction = customers’ satisfaction should be recommended for those
organizations etc.justify Justify your argument with logical reasoning’s and must be backed up
with literature.

This project seeks to test students understanding and ability to apply theory to practice.
You can use either primary or secondary research to conduct your research

Proposed structure

1. Introduction (1 page)
Para one
The paragraph should revolve around concepts, definitions & importance of planning of the
topic under investigations. (Construct a good error free para; information must be properly
cited)

Para two
Identify problems/issues relating to the main topic, and briefly summarize your research
findings in relations to the stated issue. (If the organization of your choice has championed this
well, mention your key findings and mention their killer strategy or game plan to be on top of
the rest of other competitors). Mention the details leading up these findings is unfold in the
(Expectation of the reader)
Para three
A brief overview of the organization or in other words the background of the organizations of
your choice. Example, its name, locations, core-business activities, number of employees,
history of success or failures. (cite source)

Para 4
Outline the different sections in your project. Optional- you can briefly explain what they means.

2. Literature Review (1 page) (review 5 journals including chapter 4 of the text book)
Narrative style (essay style)

Introduction
Example, a literature review of the topic (mention the topic) was conducted on a number of
literatures example 5 (the literatures must be academic journals and the MG201 text bk in
chapter 4 only). You can mentioned where the studies in the journals were carried out from
what years (range). Also mention what you want to investigate (you want to investigate the
topic , employees satisfaction leads to customers’ satisfaction). Find out what the literatures say
eg. is it confirm, why? What other strategies etc.

Body
In essay format organize your findings according to clusters (themes/groups) and narrate them
in paragraphs just like the essays. Don’t organize your findings according to books or journals.
Example journal 1 says xxxxxx, journal 2 says xxxxx, journal 3 says xxxxx.

Conclusion/recommendations
Make sure it summarises the findings and reconnect to the introductory statement. Example,
what you started off to investigate, or the main issue/topic of interests and whether you have
found what you are looking for etc.

(Conceptual framework is not necessary for this project only – otherwise most literature reviews
for advance studies always require conceptual framework and theoretical framework)

3. Methodology and Data Collection Method

Para one
Search from the internet and find out what is methodology? (cite). The two main ones are 1)
quantitative and 2) qualitative. Explain what they mean (search the internet to help you and cite
the source.). In a table summarize the different methodologies used by the journals you have
reviewed.

Para two
Identify which methodology you will use in this project and justify and cite

Para three
Identify and explain how you choose to gather your information. Example, interview or
distributions of questionnaires. If interview, how many people did you interview example,
supervisor, employee and customers. If distribution of questionnaires, how many people
participated example, supervisors, employees, customers or stakeholders etc.
4. Findings (Body/ 5 pages) based on your survey/interviews
a. Management of customer satisfaction strategies – what customers’ satisfaction strategies were
used.
b. Assess significance
i. Advantages – adv of the strategies to that organization in competing for customers.
ii. Disadvantages – some of the disadvantages of the strategies, example costly, high turn-
over, lack of knowledge etc

c. Evaluate their contribution to organizational objectives – did such strategies achieve

organizations success? Why? Or why not?

d. Best strategies – what is or was the best strategy? Why?

e. Recommendations – compare literature review findings on the best strategies vs field research
findings and make recommendations.

5. Conclusion (1 page) – summarize the main points on the body and reconnect to objective
mentioned in the introduction.

6. Reference list/bibliography (new page in alphabetical order)

a. Minimum of 5 Journals and text book.

b. Use company’s sites, and other sources to describe the organisations