EXPERIMENTAL

RESEARCH
 EXPERIMENT IN RESEARCH
• A research investigation in which conditions are
controlled
• Experimental research is any research conducted with
a scientific approach, where a set of variables are kept
constant while the other set of variables are being
measured as the subject of experiment.
• One independent variable is manipulated (sometimes
more than one)
• Its effect on a dependent variable is measured
• The experimenter has some degree of control over the
independent variable. The variable is independent
because its value can be manipulated by the
experimenter to whatever he or she wishes it to be.
 NEED OF EXPERIMENTAL
RESEARCH
• Experimental research should establish a cause and
effect of a phenomenon, i.e. effects are observed from
an experiment due to the cause.
• As naturally, occurring event can be confusing for
researchers to establish conclusions.
• Eg- Research by a cardiology student.
• Experimental research is conducted in the following
situations:
i. Time is a vital factor for establishing a relationship
between cause and effect.
ii. Invariable behaviour between cause and effect.
iii. The eminence of cause-effect relationship is as per
desirability.
 ADVANTAGES OF AN
EXPERIMENT
• Researchers have a stronger hold over variables to
obtain desired results.
• Subject or industry is not a criterion for experimental
research due to which any industry can implement it
for research purposes.
• Results are extremely specific.
• Once the results are analysed, they can be applied to
various other similar aspects.
• Cause and effect of a hypothesis can be derived so
that researchers can analyse greater details.
• Experimental research can be used in association with
other research methods.
• Replication is possible.
 DISADVANTAGES OF
EXPERIMENTS

• Artificiality of the laboratory.

• Generalization from nonprobability samples.
• Larger budgets needed.
• Restricted to problems of the present or immediate
future.
• Ethical limits to manipulation of people.
 EXPERIMENTATION PROCESS
• Select relevant variables.
• Specify the treatment levels.
• Control the experimental environment.
• Choose the experimental design.
• Select and assign the participants.
• Pilot-test, revise, and test.
• Analyse the data
• Example- Guinea pigs in medical
research experiments.
 CASE STUDIES
1. HAWTHORNE EFFECT
• Referred to as Observer Effect
• It is a type of Experimental method in which individuals
modify an aspect of their behaviour in response to their
awareness of being observed.
• Relay assembly experiments
2. RAMADA HOSPITALITY SERVICES

Topic Overview
• Perceived customer service
• Mid-tier hotels showing recent downward trend
• Ramada holds steady but bracing for problems
• Ramada embraces three areas of customer
satisfaction:
• Hiring
• Training
• Motivation
COMPANY BACKGROUND

• 9000 properties
• More than 50 countries
• 31000 employees
• Businesses
• Hotel
• Event Management
Background Information
• Three Business’s Ramada learned from:
• Disney
Set benchmark for exceptional customer service
• Southwest Airlines
Captured an essence of “fun” in air travel
• TGI Friday’s
Low employee turnover, and high employee loyalty
Management Dilemma

• Customers frequenting mid-tier hotels noted

declining service levels.
• RFS needed to prevent this industry trend.

Management Question

• What programs in hiring, training, and motivation

should Ramada develop and implement in order to
prevent declining service?
Research Question

• What characteristics are indicative of workers

capable of delivering exceptional customer
service?
• Which employee characteristics should be used in
hiring Ramada workers?
• Which approaches to training are exceptional-
service firms using?
• How can Ramada motivate employees to show
exceptional customer service?
• New training techniques and employee satisfaction
equals exceptional customer service.
• Data collection
• Hired Unifocus
• In-depth guest surveys at every property
• D.K. Shifflet’s syndicated research on customer
service
• Use 10-point scale
How data was collected?

• Plan of Action
• Rather than have a stereotypical meeting, they created a
atmosphere similar to a hotel grand opening
• Festive atmosphere, food, comedy
• Headquarters staff arrived:
• Morning: Extracted information from management,
hearing issues
• Afternoon: Employees invited to share their ideas and
concerns about the three initiatives.
All answers from management and employees:
• Recorded on a detailed summary form for record and
analysis
Results of Research
• Hiring characteristics of self-motivated employees
discovered by Predictive Index used as hiring screens
• Training
• Boring & Ineffective
• RFS’s Benchmarking states:
• Exceptional customer service stems from a more
interactive (fun) training approach
• Higher employee involvement generates more
knowledgeable employees
• Happy customers
• Prior Rewards for accomplishment
• Originally big ticket rewards, over long period
• Employee Response
• Became lackluster as time progressed
• Solution:
Create more incentives over a shorter period of time for
greater inspiration and involvement
Management Decisions

• Establish what factors influence employees (Hiring)

• Screen prospective employees for characteristics revealed
by Predictive Index
• RFS Training
• Traditional method scrapped, integrated new interactive,
multimedia training. Additionally, self paced learning has
been established at less busy Ramada’s
• Motivation program
• Performance
• Supervisor
• Peer Nomination
• Completion of Training Modules
• Continued self-directed efforts for personal development
by employees
Post Research Results

• Ramada now scores in the good to exceptional range

within the D.K Shifflet service ratings
• Increase of 30.5%
• Employees are more interactive and using their point
system to gain rewards and gifts
• The motto of “Personal Best” is company wide rather than
just an HR term.
THANK YOU!
RAHUL JADHAV (15)
YASH NIRBHAVANE (19)
ABHISHEK SHIRKE (20)
BHAVESH PAWAR (21) GROUP MEMBERS
PRANAY TITARE (23)
DEEPAK ACHHRA (24)