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Chapter 3
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LEARNING OBJECTIVES
▪ Identify problem areas that are likely to be
studied in organizations.
▪ Narrow down a broad problem into a feasible
topic for research using preliminary research.
▪ Develop a good problem statement.
▪ Develop a research proposal.
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Defining and Refining the
Problem
The broad problem area
▪ The broad problem area refers to the entire
situation where one sees a possible need for
research and problem solving.
▪ Problem: any situation where a gap exists
between an actual and a desired ideal state.
▪ Indeed, once we have identified the
management problem, it needs to be
narrowed down to a researchable topic for
study.
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Problem
▪ Problem: any situation where a gap exists
between an actual and a desired ideal state.
▪ Can be a serious problem that need to solve
immediately, or
▪ An issue where finding the right answer(s) aid
to improve an existing situation.
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Symptoms versus Problems
▪ It is important that symptoms of problems are
not defined as the real problem.
▪ One way of determining that the problem,
rather than the symptom, is being addressed
is a technique called ‘5 Whys’ or ‘5 times
why’.
▪ This approach will help you to get to the root
cause (the most basic cause) of a problem.
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The Broad Problem Area
▪ Examples of broad problem areas that a
manager could observe at the workplace:
▪ Training programs are not as effective as
anticipated.
▪ The sales volume of a product is not picking
up.
▪ Minority group members are not advancing in
their careers.
▪ The newly installed information system is not
being used by the managers for whom it was
primarily designed.
▪ The introduction of flexible work hours has
created more problems than it has solved in
many companies.
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Symptoms versus Problems
▪ Keep asking “Why?” until the most basic cause is
arrived at.
▪ Example: My best employees are leaving the
organization.
▪ Why? They are not satisfied with their jobs.
▪ Why? They don’t find a challenge in their jobs.
▪ Why? They don’t have control over their work.
▪ Why? They don’t have enough influence over
planning, executing, and evaluating their
work.
▪ Why? We have been reluctant to delegate.
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From Problem to Feasible Research Topic Academic perspective

▪ We need to transform the broad problem into
a feasible topic for research by:
a) making it more specific and precise;
b) setting clear boundaries;
c) selecting a perspective from which we
investigate the subject (Machi and McEvoy,
2012).
▪ Preliminary research will help us to make
these transformations.
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▪ Selection of an academic perspective → help
to narrow down research
▪ Example:
▪ Long & frequent delay → frustrate airline
passengers → switching, - WOM, complains.
▪ Preliminary res. → 2 academic perspectives
that control waiting times:
▪ 1- operation management
▪ 2- customer perception management
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Pair Exercise First Steps Research Process

▪ Transform a chosen problem or gap of your

favorable area of business into a
researchable topic for investigation? explain it
to your classmate.
▪ You should narrow down symptoms of
problems the real researchable problem (root
cause), define its boundaries and select a
perspective (if applicable).
Figure 3.1 Three important first steps in the research process

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Preliminary Information Gathering Preliminary Information Gathering

▪ Preliminary research should help the ▪ Nature of information to be gathered:

researcher to find answers to questions such 1. Information on the organization and its
as: environment – that is, the contextual
▪ What is the problem? factors.
▪ Why does the problem exist? 2. Information on the topic of interest.
▪ Is the problem important?
▪ What are the benefits of solving the problem?

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Information on the organization Discussion

▪ The origin and history of the company – when it ▪ Why do we still have transform the following
came into being, business it is in, rate of growth, problem statement into a researchable topic
▪ Ownership and control, and so on. for investigation?
▪ Size in terms of employees, assets, or both.
▪ Charter – purpose and ideology.
▪ Location – regional, national, or other. The introduction of flexible work hours has
▪ Resources – human and others. created more problems than it has solved.
▪ Interdependent relationships with other institutions.
▪ Financial position during the previous five to ten
years.
▪ Information on the management philosophy.
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Discussion
▪ Because it lacks the specificity and focus
needed to investigate it. We need to
transform the broad problem into a feasible
topic for research by a) making it more
specific and precise and by b) setting clear
boundaries. Finally, we need to select a c)
perspective from which we investigate the
subject (Machi and McEvoy, 2012).
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Preliminary Information Gathering
▪ Secondary data
▪ Data that have been collected by others for
another purpose than the purpose of the
current study
▪ Government publications
▪ Published or unpublished information
within/outside firm
▪ Company websites
▪ Internet
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Data Types
▪ Secondary Data: data that have been
collected by others for another purpose than
the purpose of the current study.
▪ Statistical bulletins, government publications,
published or unpublished information
available from either within or outside the
organization, company websites, and the
Internet.
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Preliminary Information Gathering
▪ Criteria for evaluating secondary data
▪ Timeliness of data
▪ When were the data collected?
▪ Accuracy of the data
▪ What was the purpose of (presenting) the data?
▪ Who collected the data?
▪ How were the data collected?
▪ What are the author’s credentials on this subject?
▪ Are the data consistent with data from other
sources?
▪ Relevance of the data
▪
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Costs of the data
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Primary Data Preliminary Information Gathering

▪ Such data that the researcher gathers first ▪ Primary data

hand for the specific purpose of the study are ▪ Data that researchers gathers at first hand
called primary data. for the specific purpose of the study
▪ Four principal methods of primary data ▪ Four principal methods of primary data
collection (interviews, observation, collection:
administering questionnaires, and ▪ Interviews
▪ Observations
experiments)
▪ Administrating questionnaires
▪ Experiments

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Information on the Topic/Subject

First Review of the Literature
Area
▪ Literature ▪ Helps the researcher to:
▪ Body of knowledge available to researcher ▪ Structure research on work already done
▪ Aid researcher to think about and/or better ▪ Develop problem statement with precision
understand the problem and clarity
▪ Ensure thorough awareness & understanding ▪ Make informed decision about the research
of current work & viewpoints on subject area approach
▪ Textbooks
▪ Journal articles
▪ Is beneficial in both basic and applied
▪ Conference proceedings
▪ Other published and unpublished materials
research projects

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Discussion Discussion

▪ Why is it important to gather information on ▪ Why is it important to gather information on the

background of the organization? Whys is it important to
the background of the organization? Whys is
review the literature on your topic?
it important to review the literature on your ▪ The background information of the company is likely to
topic? offer the researcher several clues on when the problems
that are currently experienced by the company could
have started and how they could have originated. One
can also assess how the other companies operating in
similar types of environment in the industry might be
different and in what way. Since multiple factors can
influence the problem, the possibility that some of the
background features of the company are influencing the
situational problem cannot be ruled out.
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Discussion What Makes a Good Problem Statement?

▪ Additionally, the background factors offer the researcher ▪ Problem statement is unambiguous, specific,
a good idea of how the philosophy and culture of the
and focused, and that the problem is
company are shaped, and to what extent they can be
changed, if necessary. Collecting background addressed from a specific academic
information also helps to focus on critical issues and perspective
raise appropriate questions during the interview process. ▪ Good problem statement includes both:
Examples of this are provided in the book.
▪ It is important to review literature on the topic because
▪ The research objective
this will allow you to benefit from what is already known ▪ Research questions
about the subject, to ask the right (research) questions,
to adequately formulate your research objective and
research questions, and in basic research to avoid the
risk of reinventing the wheel.
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BUSINESS PROBLEM TRANSLATED

A Good Problem Statement INTO PROBLEM STATEMENT

▪ Research objective: why of the research

▪ Research objective applied research:
▪ to solve a specific problem in a work setting;
▪ to change something.
▪ Example:
▪ To determine factors that increase employee
commitment to the organization;
▪ Allows manager to increase commitment and
hence to decrease turnover, absenteeism and
increase performance levels.
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Examples of Research Objectives A Good Problem Statement

▪ To find out what motivates consumers to buy a
product online
▪ To study the effect of leadership style on
employees’ job satisfaction
▪ To investigate the relationship between capital
structure and profitability of the firm
▪ To investigate the influence of the in-store shopping
environment on impulse buying
▪ To establish the determinants of employee
involvement
▪ To understand the causes of employee absence.
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▪ Research questions:
▪ What of the research (what do you want to learn?)
▪ Translates problem into a specific need for information
▪ Research questions:
▪ Are related to the objective
▪ If objective is unclear we will not be able to formulate
research questions
▪ Examples:
▪ What are the factors that affect the perceived waiting
experience of airline passengers and to what extent do
these factors affect the perception of waiting times?
▪ How do situational variables influence customer
reactions to the waiting experience?
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Good Problem Statement Good Problem Statement

▪ Relevant ▪ From a managerial perspective, research is

▪ Feasible relevant if
▪ Interesting 1. A problem that currently exists in an
organizational setting, or
2. An area that manager believes needs to be
improved in the organization

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Good Problem Statement Good Problem Statement

▪ From an academic perspective, research is ▪ Feasible

relevant if ▪ you are able to answer the research
1. Nothing is known about a topic questions within the restrictions of the
2. Much is known about the topic, but the research project.
knowledge is scattered and not integrated
3. Much research on the topic is available, but
the results are (partly) contradictory
4. Established relationships do not hold in
certain situations

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Good Problem Statement Group Discussion

▪ Interesting ▪ Define the problem statement (the why and the what) in the
following situation:
▪ to you! ▪ Employee loyalty
▪ Companies benefit through employee loyalty. Crude downsizing in
▪ Research is a time-consuming process organizations during the recession crushed the loyalty of millions.
▪ Stay motivated during the entire process The economic benefits of loyalty embrace lower recruitment and
training costs, higher productivity of workers, customer satisfaction,
and the boost to morale of fresh recruits. In order that these benefits
are not lost, some companies, while downsizing, try various
gimmicks. Flex leave, for instance, is one. This helps employees
receive 20% of their salary, plus employer-provided benefits, while
they take a 6- to 12-month sabbatical, with a call option on their
services. Others try alternatives like more communication, hand
holding, and the like.

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Basic Types of Questions Basic Types of Questions

▪ Exploratory ▪ Exploratory research questions:

▪ Descriptive ▪ Not much is known about the situation at
▪ Causal hand, or no information is available on how
similar problems or research issues have
been solved in the past
▪ Often relies on qualitative approaches to
data gathering such as informal
discussions, interviews, case studies
▪ Exploratory research is flexible in nature
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Basic Types of Questions Exploratory question: EXAMPLE

▪ Exploratory questions:
1. Not much is known about the situation at
hand,
2. Existing research results are unclear or
suffer from serious limitations
3. The topic is highly complex; or
4. There is not enough theory available to
guide the development of a theoretical
framework

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Basic Types of Questions Basic Types of Questions

▪ Exploratory research questions ▪ Descriptive research questions:

Example: ▪ Objective is to obtain data that describes the
topic of interest
▪ A service provider wants to know why his
▪ Enable the researcher to describe the
customers are switching to other service
characteristics of the variables of interest in a
providers? situation.

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Basic Types of Questions
▪ Descriptive research questions:
Example 1:
▪ What is the profile of the individuals who have
loan payments outstanding for 6 months and
more?
▪ The profile would include details of their average
age, earnings, nature of occupation, full-
time/part-time employment status, and the like.
This might help managers to elicit further
information or decide right away on the types of
individuals who should be made ineligible for
loans in the future.
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Correlational studies
▪ It describe relationships between variables.
▪ While correlational studies can suggest that
there is a relationship between two variables,
finding a correlation does not mean that one
variable causes a change in another variable.
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Basic Types of Questions
▪ Descriptive research questions:
Example 2:
▪ A CEO may be interested in having a
description of how companies in her industry
have incorporated corporate social
responsibility into the business strategy of the
organization. Such information might allow
comparison later of the performance levels of
specific types of companies
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Basic Types of Questions
▪ Causal research questions:
▪ Casual studies test whether or not one
variable causes another variable to change
Example:
▪ Will the sales of product X increase if we
increase the advertising budget?
▪ How dose perceived value affects
consumer purchase intention?
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The Research Proposal Research Proposal Contains (1)

▪ The research proposal drawn up by the 1. Working title.

investigator is the result of a planned,
organized, and careful effort.
2. Background of the study.
3. The problem statement.
▪ The purpose of the study.
▪ Research questions.
4. The scope of the study.
5. The relevance of the study.

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Research Proposal Contains (2) Ethical Issues

6. The research design offering details on: ▪ What are some ethical issues in the
a. Type of study preliminary stages of investigation?
b. Data collection methods
c. The sampling design.
d. Data analysis.
7. Time frame of the study
8. Budget
9. Selected bibliography.

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