金融市场留学生作业，Exploring service quality in bank customers’ face-to-face experience探索在银行服务质量顾客面对面的经验
1。观察是非常重要的,当一个研究进行了研究,特别是如果研究旨在找出客户的经验或质量的一个组织提供的服务给客户。在这样一个背景下,汉娜的决定成为一个完整的观察者的观察可以恰当,因为是一个必要条件的可靠性研究的她的客户的经验。事实上,汉娜证明她打算成为一个完整的观察者的目标及其研究结果,可能会有一种正面影响河岸上。什么是这里的事实是,她需要遵守工作的人员以及客户的行为和反应的工作的雇员。这样一来,她能了解是否很满意的客户服务质量由银行的员工提供给他们。
与此同时,她无法把焦点集中在几枝,只因为她需要做出完整的观察,以便得到更多的信息服务的质量和客户的经验。事实上,如果她始终致力于只有几枝,她不能错过的问题会有其他分支机构客户。很明显,银行职能作为一种固态机制当任何分行事宜。因此,它是不可能进行了全面的评估和分析的工作的银行的雇员,如果一些树枝没有观察到。
2。另一方面,汉娜是采用角色不是观察员作为一个参与者。在现实生活中,她所做的实际上是观察,具有控制部分的工作的员工银行。把它更精确,汉娜是一个中立的观察者不,谁能完成一个观察者的作用作为一个参与者。她很有兴趣研究的质量,为客户提供服务,因为她是在银行工作,因此,她的员工对工作的态度可以有偏见。无论如何,她几乎是一个客观的observer-participant。此外,汉娜需要查明她发现为了做出客观的结论,这意味着她可能有一些困难的评价结果与她如果她成为一个observer-participant。然而,她并不是一个真正的observer-participant因为她不直接参与分娩过程或者接受服务。换句话说,她距离观察,因为她是她应该坐下来观察。为了使她更像一个observant-participant方法,她至少需要两个员工和客户沟通,但她显然不能在自己的计划。因此,这是不可能的,她会成为一个参与者。事实上,没有沟通和员工和顾客她将无法充分理解和评估员工的服务质量提供给客户。
3。此外,汉娜面前能产生显著影响她收集的数据。首先,员工会知道他们被观察到。因此,他们很可能会改变他们的正常的、有规律的行为以产生积极的印象的观察者。此外,即使他们不知道哈娜是一个观察者,长大后就会紧张,看到一个人坐在银行分支机构和观察日常工作的人员。这样一来,员工的行为规范也会不同,将影响所收集的数据汉娜戏剧化。此外,她试图观察在银行所有树枝,这意味着她将自觉或不互相比较会增加他们患错误,在数据采集过程中,虽然使用照片可以帮助解决这一问题的一部分。另一方面,照片能使人员紧张得更多,同时客户也可以被被拍照的事实在银行里。
4。基本上,录音形式开发的汉娜似乎也很好,但这是可以提高的。把它更确切地说,她的形象似乎有点僵化和剥夺的灵活性。例如,在她的评论她会有些新的想法添加,但是,根据她的计划,她严格坚持研究的目标,这是重要的,还剥夺了她的一个机会介绍一些变化形式和观察逍遥法外。例如,汉娜能展现出了一个重要的问题需要考证,但如果没有遇见她她最初目标,根据她的形象,忽略这个问题,即使它可能间接影响她的发现。此外,它可以介绍一些问卷,以确保充分的观察者设法解释反应和反应的客户服务他们的遭遇。换句话说,问卷调查可以用来判定客户满意的水平和服务质量。
1. The observation is very important when a research is conducted, especially if the research aims at the finding out the customers’ experience or the quality of services provided by an organization to customers. In such a context, the decision of Hannah to become a complete observer can be justified because the observation is an essential condition of the reliability of her study of the customers’ experience. In actuality, Hannah can justify her intention to become a complete observer by objectives of her study and its outcomes, which can have a positive effect on the bank. What is meant here is the fact that she needs to observe the work of the staff as well as behavior and reactions of customers on the work of employees. In such a way, she can learn whether customers are really satisfied with the quality of services provided by the bank’s employees for them.
At the same time, she cannot focus on a few branches only, because she needs to make complete observations in order to get more information on the quality of services and customers’ experience. In fact, if she focuses on a few branches only, she can miss problems customers can have on other branches. Obviously, the bank functions as a solid mechanism where either branch matters. Therefore, it is impossible to make an overall assessment and analysis of the work of the bank’s employees, if some branches are not observed.
2. On the other hand, Hannah is not really adopting the role of observer as a participant. In actuality, what she does is actually the observation, which bears some elements of control over the work of employees of the bank. To put it more precisely, Hannah is not a neutral observer, who could perform the role of an observer as a participant. She is interested in the research of the quality of the services provided for customers because she is working in the bank and, therefore, her attitude to the work of employees can be biased. At any rate, she can hardly be an objective observer-participant. In addition, Hannah needs to verify her findings in order to make objective conclusions that means that she may have some difficulties with such evaluation of her findings if she becomes an observer-participant. However, she is not really an observer-participant because she is not directly involved in the process of delivery or receiving services. In other words, she distances from what she observes because she is supposed to sit and observe. In order to make her approach more like an observant-participant, she needs at least communicate with both employees and customers, but she apparently fails to do it in her plan. Therefore, it is unlikely that she will be able to become a participant. In fact, without the communication with employees and customers she will be unable to adequately understand and assess the quality of services supplied by employees to customers.
3. Furthermore, Hannah’s presence can produce a considerable impact on the data she collected. First of all, employees will know they are being observed. Therefore, they are likely to change their normal, regular behavior in order to produce a positive impression on the observer. Moreover, even if they did not know that Hannah is an observer, they would grow nervous seeing a person sitting in the bank branch and observing the routine work of the staff. In such a way, the behavior of employees will differ from the norm that affects the data collected by Hannah dramatically. In addition, she attempts to observe all the branches in the bank that means that consciously or not she will compare them to each other that can increase the risk of errors in the process of data collection, though the use of photographs can help to solve this problem partially. On the other hand, photographs can make the personnel nervous even more, while customers can also be disturbed by the fact of being photographed in the bank.
4. Basically, the recording form developed by Hannah seems to be good, but still it can be improved. To put it more precisely, her form seems to be a bit rigid and deprived of flexibility. For instance, during her observations she can have some new ideas to add, but, according to her plan, she strictly sticks to research objectives, which being important, still deprive her of an opportunity of introduction of some changes in the form and in the observation at large. For instance, Hannah can reveal an important problem which needs to be researched, but if it does not meet her original objectives she, according to her form, will ignore this problem, even though it may indirectly affect her findings. In addition, it is possible to introduce some questionnaires to ensure that the observer has managed to interpret adequately the reaction and responses of customers to services they receive. In other words, questionnaires can be used to assess the level of customers’ satisfaction with the quality of services.