Leadership and Organisational Strategies in Service Industries

by

TABLE OF CONTENTS

CHAPTER # 3: METHODOLOGY1

Research Methodology1

Qualitative Research Method2

Appropriateness of Research Design3

Research Questions and Hypotheses3

Sample4

Research Ethics4

Informed Consent5

Confidentiality5

Instruments5

Data Collection6

Validity and Reliability6

Internal and External Validity7

Ethical Considerations8

CHAPTER # 4: RESULTS / FINDINGS AND DATA ANALYSIS10

Interview Analysis of Senior Specialists-RBS10

Interview Analysis of Team Leaders-Willis13

Interview Analysis of Associates and Senior Associates18

Current Findings24

CHAPTER # 5: CONCLUSION33

REFERENCES35

APPENDIX41

Interview Questions41

CHAPTER # 3: METHODOLOGY

The purpose of the descriptive study was used to reflect on the differences in leadership styles that exist among different levels of management by interpreting and describing the relationships among leadership behaviours or strategies (independent variables) and organizational performance (dependent variable) of service industry such as Willis UK Limited and its service centre in India Willis Processing Services (India) Pvt. Ltd and Royal Bank of Scotland (RBS).

The findings of the research study might contribute to the body of knowledge in the area of service industry performance based on the leadership styles practiced at different levels within the organization. Chapter 3 will further discuss the

research methodology,

research questions and hypotheses,

population,

sampling frame,

research ethics,

instruments

data collection, and

validity of the study

Research Methodology

Research methodology involves the choice of approach to the study. Figure below provides a visual representation of the research methodology. “Qualitative methodologies usually measure service industry consumer behaviour, knowledge, opinions, or attitudes” (Creswell 2005 85). The following sections will further discuss the

(a) Qualitative method and

(b) Appropriateness of the research design.

Qualitative Research Method

In the use of qualitative research according to Creswell (2005), “the researcher decides what to study, asks specific, narrow questions, collects data from participants, analyzes these perceptions, and conducts the inquiry in an unbiased, objective manner” (Creswell 2005 36). Creswell noted the characteristics of qualitative research:

1. Collecting and analyzing information in the form of responses.

2. Comparing groups or relating factors about individuals or groups in experiments, correlational studies, and surveys.

Appropriateness of Research Design

Although different types of descriptive research designs exist, a correlational approach was applied to Research Questions 1 and 2. Leedy and Ormrod (2001) contended qualitative descriptive research “involves either identifying the characteristics of an observed phenomenon or exploring possible correlations among two or more phenomena”. Simon (2006) further noted the following: Descriptive and correlational studies examine variables in their natural environments and do not include researcher-imposed treatments.

Correlational studies display the relationships among variables by such techniques as cross-tabulation and correlations. Correlational studies are also known as ex-post facto studies. This literally means “from after the fact.” The term is used to identify that the research has been conducted after the phenomenon of interest has occurred naturally. The first association studied in this proposed project was the relationship between service industry leadership styles and organizational performance, and the second association was the relationship between management strategies and organizational performance. Whenever a correlation exists between two variables, Leedy and Ormrod (2001) cautioned not to infer a cause-and-effect relationship based on the correlation alone as the conclusion.

Research Questions and Hypotheses

The main objective of a qualitative research according to Creswell (2005) is ...