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Full-Text Articles in Social and Behavioral Sciences
How To Use Qualitative Research To Design A Managerially Useful E-Service Questionnaire, John R. Rossiter
How To Use Qualitative Research To Design A Managerially Useful E-Service Questionnaire, John R. Rossiter
Faculty of Commerce - Papers (Archive)
E-service questionnaires must be content-aligned with the company or organization’s customer relationship management system (CRM). Four phases of qualitative research will ensure this alignment. The first phase is a qualitatively evaluative search of the practitioner literature on e-retailing, both B2B and B2C, and on CRM so as to capture evolving knowledge in both fields. The second phase is individual depth interviews (IDIs) with potential, current, and lapsed customers to map their e-interactive behavior and experiences. The third phase is dyadic depth interviews (DDIs) with the marketing manager and the website designer to fully understand the company’s current and potential e-service …
An Investigation Into Student Approaches To Learning At A Multicultural University Using The Revised Study Process Questionnaire, L. Smith
Faculty of Commerce - Papers (Archive)
This paper is an exploratory study into student approaches to learning at a multicultural university. It is particularly relevant to higher education today, which is taking on a more global perspective, especially in the developing world where this university is situated. The instrument used to measure student approaches to learning is the revised Study Process Questionnaire (SPQ) and the results are analysed using factor analysis. The SPQ was revised in 2001 to take into account the changing nature of students in higher education, with emphasis on students from diverse cultural backgrounds, and was therefore considered appropriate for this study. The …