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avoid customer anger. sei 'icc providers1,, fleet)
we donot know nuich about instigationsof customer al/14
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gthaete psrecipitating events of this n; and categorizes evense
typically instigate customer anger to fill this void. Thus it provides a conceptual model of anger instigattiont:

avoidcustomer anger.
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Note that familiarity with the literature is beneficial in both an academic (or fundamental) and a nona4
context In bothcases, a good.theoretical base iiillW
_ duo iism Ill., ettrAt ,. CAral
annliefil
earlier that rigorous research allows the researcher to collect the right kind of information with a miniir.4
degree of bias. and facilitates suitable analysis of the data .gathered.
. . 'this
. . is obviously
.important
- in '
both tusdi
mental and applied research.

DEFINING THE PROBLEM STATEMENT

Aner gathering preliminary informatioi . the researcher t. to ..


original broad base and detio,kr ..c _ warmand
to narrow (town the problem from tat
Asthat
We the
have explained earliel, it from
is critical ths
the problem statement is unambiguous, speak. and focused, problem is addressed a spec&
academic perspective. No amount of good research can find solutions to the situation if the critical issue or ti
problem to be studied is not clearly pinpointed.

What makes a good problem statement?

Visit your interactive


ebookat
Whatmakes agood problemwww.wileyopenpage.com
statement?
for Author Video:

A good problem statement includes both nt of the research ohjective(s) and the research questionIli
a stateme
Inchapter
7 we have exPlained that good research has a purposive focus. Whereas the purpose of fundament
or basic research in business is related to expanding knowledge ( r
general. the aim of applied research is to solve a specific
s,
itiOn
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problem to ain the work setting is the p0ur,p Porsoecoesf sthees )s otuf bduys iinn emsos satn adp mplaienda
encountered
For instance. a manager might be interested in problem encountered in the work setting. Provicit.
determining
greesmeeanrt.'
organization,iI.-u,'
since an increase in employee .commitment may translate into
ism, and increased performance levels, all tit which will tnhebe
efiftittchteorosrtghaantitzraiotio-cna.sTehe purposeorobjective oftl:.
study thus explains empinive%bouldbe
commitment
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gs doof communicat
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ise btOecinu the researlcohw eobr jsetcatfifv.et(s) brief.tobUI
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