Research Topics: Research Proposal Hypothesis

How does social influence work in effective persuasion for Internet-based negotiations?

How does social influence work in effective persuasion for Internet-based negotiations?   Introduction             Social influence constitutes an important aspect of negotiation because of its key role in persuasion. First, social relationships emerge during negotiations. Social relationships can be classified into three categories involving individuals, dyads and networks. Individual relationships cover the manner that judgments and preferences of the individual parties involved in the negotiation are affected by the social context. Dyadic relationships involve the manner that social relationships arising within dyads affect the processes and outcomes of the negotiation. Different perspectives may arise regarding a similar topic on an individual or dyad perspective so that the social relationships arising during the negotiation processes and dynamics of social influences determine outcomes. Network relationships cover the selection of partners or actors during the negotiations so that during the negotiation process, the parties usually prefer to group with the people they know instead of looking for new allies if this means incurring the cost of having better partners.[1]             Second, egocentrism intervenes in negotiation because the judgments of the negotiators are not necessarily objective. This is because the negotiating parties tend to favor perspectives or views that favor their interests reflecting motivational bias or egocentrism. In addition, parties also exhibit recall bias by remembering only facts in the contexts that are more favorable to them. As such, with greater egocentrism arising during the negotiation process, the more difficult it is for the parties to arrive at a consensus. Social influence could occur through the egocentric perspectives that define the manner that negotiating parties select partners and manipulate the other party during the negotiation process to forward their interests.[2]             Third, motivated illusions arise during the negotiations since the parties have the tendency to see themselves and their environment more favorably that what appears in reality. People have the tendency to view their relative competencies as better than their counterparts during the negotiations so that this results to unrealistic self-evaluations. During the negotiations, a party exhibiting motivated illusions wields social influence with the expectation that special attributes would draw the other party to concede. During the negotiation process, successful parties tend to overestimate their competencies relative to the abilities of their opponents while unsuccessful negotiations are attributed to the lack of cooperation and unethical bargaining behavior of the other parties.[3]                 Lastly, emotions intervene during the negotiation process since the moods or attitudes of the negotiating parties influence strategies. Positive moods of the negotiators are linked to the greater tendency to employ a cooperative strategy and encourage greater effort towards integrative outcomes. Negative attitudes are likely not to be able to objectively assess the interests and perspectives of their opponents resulting to greater difficulties in the negotiation process and lower gains. Moods and attitudes also influence the nature and extent of social manipulations that arise during the negotiation process. Emotions influence how relationships develop because this creates a possible divide between what people think and what they want to do.[4]                Social influence operates in persuading parties during the negotiation process through the three processes of compliance, identification and internalization. Social influences occur with compliance as the outcome with a party capitalizing on means in order to control or limit the choice of behavior of the other party. Social influence applies through the process of identification by one party relying on attractiveness as a means of delineating role expectations. Social influence unravels through the process of internalization with one party utilizing credibility in order to influence the consensus during the negotiation process. [5] It is through these processes that social influence unfolds is persuading opposing parties during the negotiation process.             However, the role that social influence plays during the negotiation process as explained have been made in the context of face-to-face negotiations where the parties are able to observe the attitudes and behavior of their opponents as bases for making judgments on counter strategies. Internet-based negotiations creates a different negotiation context or environment for the parties since online negotiations usually do not involve any visual links so that the negotiating parties rely on the communications expressed in the context of the purpose of the organization, the interests of the other party, and the expected outcomes[6]. Social influence in Internet-based negotiations constitutes the focus of the discussions in the literature review.   Literature Review             Koeszegi, Pesendorfer and Sabine[7] studied the impact of gender as a social influence during negotiations. In doing so, three hypotheses were determined. The first hypothesis is that gender has a significant influence on the behavior of the parties during electronic negotiations with women preferring to apply an integrative strategy and men preferring a distributive strategy. The second hypothesis is that the composition of dyads during the negotiation mediates the impact of gender during the electronic negotiations. In the case of mixed dyads, women tend to lean towards distributive strategy compared to women-only dyads while men tend to exhibit the integrative strategy in mixed dyads than in men-only dyads. The third hypothesis is that relationships between or among negotiators links the impact of gender during the negotiation process. In the case of women, there is no difference in their negotiation strategy regardless of whether they know their partners or not while in the case of men, there is a greater tendency to deviate from the distributive strategy if they are familiar with their negotiating partners. Testing these hypotheses through the experiment method was intended to determine the role and the importance of the role of gender in Internet-based negotiations.             The experiment involved a 2 x 3 experimental design for the buyer-seller simulated negotiation. The negotiating parties represented VanDairy, an association of farmers, and Pharmco, a pharmaceutical firm. Negotiations ensued because the association of farmers wanted to purchase vaccine for mad cow disease from the pharmaceutical company and Pharmco is interested in the sale. Negotiation involved four considerations including the price of the vaccine, the time of delivery, the guaranty of effectiveness, and the possibility of future testing on live cattle of the vaccine. The participants were assigned with their respective roles and the instructions in English.             The experiment subjects are 116 participants made up of 60 women and 56 men. The disparity was due to the failure of some male participants to appear during the period of the experiment. During the consideration of the characteristics of the respondents, another variable emerged which is the existence of prior relationships between and among the parties. As such, although the respondents were assigned randomly to their respective roles, the assignment of the research subjects into negotiating groups and roles considered the aspects of gender and prior relationship. The respondents were divided into three groups: male only, female only and mixed group and these groups are further divided into male only, female only and mixed groups with and without prior relationship. Average age of the respondents was 23.5 since 83 percent of the research subjects were students. The respondents also belonged to different ethnic groups and nationalities with their English proficiency ranging from good to excellent. As such, English constituted the language used in the simulated negotiations.             The experiment sought to study the effects of gender and prior relationship on electronic negotiations so that the study used text-based negotiation format for the experiment. The experiment used a simple network system (SimpleNS) that allows negotiating parties to distinguish between offers and messages. For the study, the researchers applied a text-based electronic network system that distinguishes for the participants, communications constituting offers and messages.             Respondents were asked to answer a questionnaire before and after participating in the experiment. This serves as a test to determine the attitudes and preferences of the respondents before the negotiation and after undergoing the negotiation process and achieving results. To analyze the questionnaire answers, the researchers employed the three methods of utilization, categorization and coding. Unitization involved the division of the textual data into thought units to reflect the state of mind of the respondents before and after the negotiations. Categorization applied through the identification and revision of the categories reflecting the distributive and integrative measures. Coding was used through the assignment of a main code to the thought units together with sub-categories. Trained coders were employed to conduct the coding analysis. After the completion of a method of analysis, reliability measures were employed, which in this case showed satisfactory reliability of the data.             Results of the study supported to an extent hypothesis 1 on the significant impact of gender during the negotiation process. Women tend to employ the integrative negotiation strategy by communicating more about specific issues and their preferences as well as exhibiting greater willingness to arrive at a consensus more than men do. However, women tended to target single issue offers relative to multiple issue offers when compared to men, which comprise a finding that negates an aspect of the first hypothesis. On the aspect of the preference of men for distributive negotiation strategies, this finds support from the results because men exhibit more competitive stance during the negotiations through the use of persuasions and even threats.             In relation to hypothesis 2, results supported the mediating role of the negotiation dyads on the impact of gender during the negotiation process. Through a t-test, a comparison of the negotiation behavior of the men and women respondents in adapting behavior based on their negotiation partners slightly supported the hypotheses on the behavior of the negotiating parties in instances of mixed and men or women-only dyads. This is because women have the greater tendency to share distributive information when negotiating through a mixed dyad when compared to all male or female dyads. Men also have the tendency to inquire about preferences and priorities when negotiating with women to show an integrative strategy in mixed dyads.             With regard to hypothesis 3, results show that negotiators have the tendency to shift their behavior in negotiating with people they already know. Men have the tendency to employ integrative strategy when negotiating with people with whom they have prior relationship while women behave in a similar manner whether they know the people they are negotiating with or not. Men become less competitive and use positive comments more when they are negotiating with people they know.             Overall, more women-only negotiating dyads reached an after-negotiation agreement when compared to the men-only dyads. Only one-third of the mixed-dyads reached an agreement. This supports the significant role of gender as a social influence in electronic negotiations but the extent of impact of gender depends upon the dyadic context.             The experiment has a number of implications to the study on the impact social influence on effective persuasion in Internet-based negotiations. First, gender constitutes an important social influence in effective persuasion since in some dyadic contexts the negotiating behavior of men and women differs. Second, effective persuasion in Internet-based negotiations involves information on the gender of partners and the opposing party and whether the opposing party has knowledge of the gender of the parties. This is because gender of the negotiating parties supports the determination of the strategies to be employed. A male negotiating with another male expects competitive negotiation that involves stronger persuasive actions. Anticipation of this negotiating atmosphere supports the implementation of appropriate strategies. Third, prior relationship with partners and opposing parties also determine the effectiveness of persuasive communication since males and females both exhibit integrative strategies in negotiating with people they know making it easier to achieve consensus.             In relation to the research variables and methods, the present study can consider gender as a social influence and prior relations in persuasions during negotiations as used in the experiment. The existence or lack of prior relationship also constitutes a consideration that positively reflects the realities of actual negotiations. The use of reliability measures for the data derived also constitutes a sound research technique in the current study in order to achieve reliable data as bases for conclusions.                Pasendorfer and Koeszegi[8] studied the impacts of synchronous and asynchronous modes of communication on electronic negotiations. The primary difference in synchronous and synchronous communications is the time delays with the former involving real time communications with lesser delays and the latter involving a greater extent of delay. Four hypotheses were determined for testing including: 1) synchronous communication results to the greater tendency of the negotiating parties to exhibit disinhibited behavior relative to the utilization of asynchronous communication so that more emotional statements would be observed; 2) synchronous communication results to greater competition and lesser problem-solving behaviors during the negotiation relative to the application of asynchronous communication so that there would lesser sharing of information or show of empathy; 3) synchronous communication results to greater process coordination owing to the electronic context of the negotiation; and 4) synchronous communication results to the observation of lesser statements on communication protocol because of the online environment involving the negotiations.                 To test the hypotheses, the researchers employed two experiments. The experiments used simple networking system (SimpleNS), as a means of communication, which allowed the participants to distinguish between offers and statements. In total, there were 100 participants divided to have equal number of participants in the two experiment settings. Majority of the respondents were graduate students. The respondents do not have prior relationship with the other participants so that the participants were randomly distributed to their roles in the two experiment settings. The participants were asked to answer a questionnaire, before and after participating in the experiment, which draws the demographic characteristics of the respondents and feedback on the variables subject to investigation.             The first experiment involved asynchronous communications for a seller-buyer negotiation involving student participants from the University of Vienna and National Sun Yat-sen University in Taiwan. In this experiment, the parties from the different universities located in different regions were asked to reach an agreement within three weeks. The second experiment applied synchronous communications within a seller-buyer context with the respondents asked to reach an agreement within 45 minutes. The simulation experiments involved the trade of bicycle parts and pharmaceutical products. In the two experiments, mixed motives applied including the direction of the respondents towards distributive or integrative negotiation strategies. The participants uniformly received detailed directions on their roles and negotiation settings without suggesting or implying a specific strategy. The areas to be negotiated included the price of the products, delivery period, and quality of the products. In the bicycle trade setting, the parties specifically added terms of payment while in the pharmaceutical trade setting the participants added future cooperation during the negotiations.             The overall analytical method is content analysis. Three specific methods were used in analyzing the results, similar to the previous study, including unitization, categorization and coding. Communication units derived from the 50 negotiations were categorized and sub-categorized by trained independent coders. The derivation of Cohen’s kappa resulted to values considered as very good based on literature. Data treatment involved non-parametric statistics as comparison of the modes of communication. The frequency of the occurrence of communication units for every category and sub-category were determined for every participant. After this, median split was used to categorize the participants into the high or low categories of users of particular communication categories, which were in turn cross-tabulated with the modes of communication using the Chi-square test.             In relation to hypothesis 1, results showed greater affective statements and lesser expressions of apology or gratitude based on the communication units of the participants involved in the synchronous negotiation setting. This supports the hypothesis that synchronous communication results to greater observations of disinhibited behavior. With regard to hypothesis 2, data supports this hypothesis to a certain extent. In the synchronous mode of negotiation, the participants expressed greater degree of tactical behavior such as through the exertion of pressure, reference to alternative suppliers and buyers, request for information, and greater persuasive and rejection arguments. Concurrently, there were also lesser concessions and sharing of information. As such, negotiation behaviors of the respondents involved more competitive and offensive negotiation in the synchronous mode of communication. However, there was also a significant degree of emphatic communication through expressions of understanding in the communication units of the synchronous negotiation. Nevertheless, this can also be interpreted as tactical behavior so that this fits the competitive strategy. Hypothesis 3 and hypothesis 4 found support from the data since greater process and time coordination have been observed from the communication units of the synchronous negotiations. The participants also utilized lesser communication protocols in synchronous negotiations.             In addition, out of the 50 dyads, 31 reached an agreement within the appointed period. Out of this number, 17 dyads in the asynchronous negotiations and 14 dyads in the synchronous negotiations reached an agreement. A consideration of the quality of outcome of the negotiations shows lower satisfaction in the case of the parties under the synchronous negotiation setting because they perceive the negotiations as less friendly. In both synchronous and asynchronous dyads, the parties expressed having control over the negotiation process. Satisfaction with the outcome has implications on the commitment of the negotiators to the agreement.                 This has an important implication on the study focusing on the impact of social influence on persuasions arising during negotiations. The extent that social influence operates in electronic negotiations depends on whether the negotiation process is synchronous or asynchronous. Synchronous negotiations offer greater dynamism because of real time communications resulting to less time for editing of statements and offers so that social influences are likely to be exhibited in this mode of communication unlike in asynchronous negotiations when the parties have time to ponder statements and offers resulting to a likelihood of developing more objectives perspectives of the opposing party’s view and the greater applications of integrative strategy.             Although the experiments were able to test the hypotheses and derive conclusions, the experiments only considered the mode of communication as the variable used in testing the hypotheses to the exclusion of other factors that could influence the negotiation behavior and communication of the respondents. As such, the present study can expand this experiment in order to consider social influence variables that could arise in these two negotiation settings.             Yuan, Milena and Du[9] conducted an experiment to study the impact of multimedia communications and combinations on the efficiency and effectiveness of communications and socio-emotional communications on the outcomes of negotiations. In addition, the researchers also studied the extent of influence of the perception of negotiators on outcomes of the negotiation. The study is based on the assumption that communications media used in negotiations have varying degrees of richness, which in turn influences the effectiveness of the negotiation process and the outcomes. Different media and media combinations also influence socio-emotional communications since the form of communications media determines the extent that one party perceives the presence of the other party that influences the manner of communication and negotiation strategies. Communications media that allows visual presence allows the operation of more cues that facilitates the negotiation process while media limited to oral or written communications limits the ability of the parties to recognized cues that are important in effective negotiations.             The study tested five categories of hypotheses under which are three sub-hypotheses. Hypothesis 1 provides that communication efficiency is greater for parties communicating using a combination of text, audio and video media relative to those using text and audio channels only. There are three sub-hypotheses, which are: 1) communication efficiency is greater for those using text and audio compared to those using text only; 2) communication efficiency for those using text, audio and video is greater when compared to those using text only; and 3) communication efficiency is greater for those using text, audio and video relative to those using only text and audio. Hypothesis 2 provides that communication effectiveness is greater for those negotiating through text, audio and video relative to those using text or text and audio. The three sub-hypotheses are: 1) communication effectiveness is greater by using text and audio than using text only; 2) communication effectiveness is greater by employing text, audio and video as compared to using text only; and 3) communication effectiveness is greater by using text, audio and video relative to the use of text and audio. Hypothesis 3 provides that positive and negative social-emotional communications is greater in using text, text and audio, and text, audio and video as communication channels. Hypothesis 4 provides that the use of text, text and audio, and text, audio and video enhances perceptions of better solution. Hypothesis 5 states that media combinations have an effect on the perceptions of the respondents so that communication efficiency and effectiveness are closely linked to a better solution, positive social-emotional communication positively affects the perception of a better solution, and negative social-emotional communication adversely influences the perception of a better solution.             To test these hypotheses, the researchers conducted an experiment that directed the participants to compare two media combinations in the negotiation context. Total participants were 120 individuals, majority of which have experienced online chat and more than one quarter have experienced video communication. The experiment involved a house buying/selling scenario through the use of two online negotiation methods covering the price, closing date, and extra fixtures. The participants were located in different rooms and made to answer a closed-ended questionnaire after the one and a half hour experiment.             Test of reliability of the data collected showed that the data derived during the experiment passed the internal reliability test. In analyzing data, paired comparisons were applied. Hypothesis 1 on greater communication efficiency for richer data was due to the quicker communications in using text and audio or text, audio and video and the ease in using richer media. However, the fusion of audio and video media with text media had no significant impact on the clarity of information. Hypothesis 2 found support in the greater comfort experienced by the participants in negotiating using audio and/or video with text together with the ability to experience stronger expressions and better communications. However, richer media had no impact on the retention of information. Hypothesis 3 found support to the extent that the infusion of audio and video during the negotiations created a positive atmosphere for the parties to the extent that social influence is greatly expressed through audio or video media channels resulting to the greater propensity to persuade or be persuaded. Video and audio also humanized the communication process to develop a greater extent of comfort during the negotiation process. However, video also resulted to negative social-emotional impact with some respondents expressing that video media distracts them from the negotiation process or limits their control over the process. Hypothesis 4 on the ability of richer media to facilitate better solutions found support in the combination of audio to text data because this was found to be faster, simple and comfortable. Text media was considered slow creating time gaps in communication that distracts the negotiators while video media was found to be distracting. Hypothesis 5 found support with the positive correlation between information clarity and ease of use to better solutions with the use of audio and video. Expression power also has a positive impact on negotiation success in the case of audio and video However, quicker response does not have an effect on perceptions of negotiation success. There was only no strong comparison with the regard to the impact of memory retention to negotiation success.             Results of the experiment have important implications to the study on the impact of social influences on persuasions during the negotiation process. One, the extent of impact of social influence on persuasion during negotiations depends on the communication media or media combinations used together with the context of the negotiations. Richer media is able to contribute ease in communications and greater expression of non-verbal cues to support the implementation of negotiation strategies. Using richer data allows greater social influence since enhanced communication enables the negotiating parties to persuade better to be persuaded to achieve negotiation outcomes. Another, the impact of social influence depends upon the negotiation context since there are instances when fusing video with text media has a lesser effect than using audio with text. In some instances, audio with text allows for more effective persuasion but in other circumstances, audio and video with text enables a more effective persuasion through influences employed during the communication process using the appropriate media. Using different medium of communication enhances the operation of social influences during the negotiation process.             With regard to the methods applied in the study, reliability tests are important in supporting the merit of conclusions derived from the analyzed data. However, the variables used in the study were not able to determine the instances when the media combinations are more effective resulting to the need to expand the experiment and measures further to be able to determine the online circumstances when certain media and media combinations are more effective in facilitating negotiation outcomes through the operation of social influences.             Sokolova and Szpakowicz[10] conducted an experiment to determine the role of language in the realization of negotiation strategies. To derive data, the researchers used data from Inspire, which is a public domain tool used in teaching and research applied by various colleges and universities in different countries. Inspire was able to provide accounts of bilateral negotiations. The type of negotiation was divided into simple and complex with simple negotiations involving the exchange of documents or agreements since there are no issues or differences in opinion on the terms while complex negotiations refer to complex issues and multiple offers or counter-offers. Participants in the study totaled 5, 500 individuals. Text of the communication arising in the negotiation was analyzed using data mining and text analysis to determine patterns of language use in relation to negotiation outcomes.             A consideration of the texts of the negotiations showed that the most common words are ‘you can accept’, ‘i would be’, ‘you can see’, ‘we can make’, and ‘i cannot accept’. These terms imply that the common negotiation strategy is to make a suggestion. The use of personal pronouns also indicate interpersonal communications since the statements make reference to the other party to determine the recipient of the statement and to direct the party to whom the statements are being referred to. In addition, event verbs are also common because the situation involves the negotiation process that covers expectations of actions on the part of all negotiating parties. Moreover, the prevalence and variety of cognition or perception verbs indicate the attention given in understanding and processing the information being communicated, which is typical in written communications.             The analysis of the language patterns and their impact on the classification of the negotiations as either simple or complex depends on the use of these words ‘you should not be’, ‘we must be’, ‘i cannot accept’, and ‘I should do” as suggested by literature. However, based on the text analysis made by the respondents, the frequency of occurrence of these words is sparse. This means that other words, although still using personal pronouns, event verbs and cognition verbs determine the outcomes of the negotiation process.             The consideration of whether language signals can influence and predict the success of negotiations involves text analysis that determines the extent of recall as expressed by the negotiating parties since recall together with cognition represents an important predictor of the success of negotiations. In using knowledge-based representation, three language signal categories were considered, including the types of words comprising the language patterns in the textual accounts of the negotiation, common pattern words and conditions derived from the literature, and most frequent words arising from the data derived from Inspire database. Consideration of these language signal classifications indicate that the language signals can be used to predict whether negotiations would become successful. In the three classifications, language signals show that recall has been improved relative to the baseline used. However, as much as the prediction of successful negotiations is enhanced through the consideration and use of language signals, the extent of predicting unsuccessful negotiations diminishes with the application of knowledge-based representations.             Overall, the outcomes of the negotiation process are capable of prediction during the initial stage of negotiations. This is due to the use of language signals that indicate the appeals made by the parties, the logical necessities of the negotiation process, and the expression of intentions in the application of strategies during the negotiation process. These language signals serve as tools in the processes of offer exchanges, agreements and refusals, persuasion, reflective reasoning, expressions of emotions and opinions, and substantiation.                In relation to the present study on the impact of social influence on effective persuasions during the negotiation process, the results of the linguistic study carry a number of implications. First, social influence is expressed through language signals during electronic negotiations. The language used together with the manner of delivery expresses the extent that social influence affects persuasion and the eventual outcomes of the negotiation process. Second, the extent of social influence used by the parties in the negotiation determines the persuasive impact as well as the negotiating strategies applied. Through the consideration of the language used by one party and the reply of the other negotiating party determines the outcomes of the negotiation process. Third, the appropriate negotiation strategy to apply in persuading the other party can be determined by considering the implications of the linguistic style of the other party. This means that the results of the experiment have implications not only on understanding the impact of social influence on persuasion through linguistic style but also the determination of appropriate negotiating strategy.   Conclusion             The impact of social influence on persuasion in internet-based negotiation is a timely topic of study because of the greater propensity for online negotiations in the electronic age covering divergent issues. Social influence is an important specific area of study because the implementation or operation of different social factors that influence the effectiveness of persuasion determines the success or failure of negotiations. Studies on electronic negotiations has also focused on the nature of this type of negotiation mode together with strategies for effective negotiations without giving ample consideration of the social influences that affect the process and outcomes of the negotiation. There are experimental studies that cover, to a certain extent, social influences on electronic negotiations but these focuses on the role of gender and prior relationship in persuasive techniques during electronic negotiations, the impact of the mode of communication on effective persuasion, and the role of language in influencing the other negotiating parties. However, there are instances when these studies focus only on specific aspects of the operation of social influence without considering social influence as the context of the study. This means that although variables and methods used in the study can serve as guide in the current study, there is need to enlarge the scope of the study to consider social influences as the overall context of the investigation.   Bibliography Bauknecht, Kurt, Madria, Sanjay Kumar, and Pernul, Günther. 2001. Electronic Commerce and Web Technologies. Berkeley, CA: Springer.   Bazerman, Max, Curhan, Jared, Moore, Don, and Valley, Kathleen. 2000. Negotiation. Annual Review of Psychology 51: 279–314.   Kelman, Herbert. 2006. Interests, Relationships, Identities: Three Central Issues for        Individuals and Groups in Negotiating Their Social Environment. Annual       Review of Psychology 57: 1-26.   Koeszegi, Sabine, Pesendorfer, Eva-Maria, and Stolz, Sabine. 2006. Gender Salience in Electronic Negotiations.’ Electronic Markets 16: 173-185.   Pesendorfer, Eva-Maria, and Koeszegi, Sabine. 2006. Hot Versus Cool Behavioural Styles in Electronic Negotiations: The Impact of Communication Mode. Group Decision and Negotiation 15: 141–155.   Sokolova, Marina, and Szpakowicz, Stan. Strategies and language trends in learning success and failure of negotiation. Group Decision and Negotiation 16: 469–484.   Yuan, Yufei, Head, Milena, and Du, Mei. 2003. The Effects of Multimedia Communication on Web-Based Negotiation. Group Decision and Negotiation 12: 89–109.         [1] Max Bazerman et al., “Negotiation,” Annual Review of Psychology 51(2000): 283.     [2] Max Bazerman et al., “Negotiation,” Annual Review of Psychology 51(2000): 283. [3] See Above, 284. [4] Bazerman et al., 284. [5] Herbert Kelman, “Interests, Relationships, Identities: Three Central Issues for Individuals and Groups in Negotiating Their Social Environment,” Annual Review of Psychology 57(2006): 5. [6] Kurt Bauknecht, Sanjay Kumar Madria, and Günther Pernul, Electronic Commerce and Web Technologies (Berkeley, CA: Springer, 2001), 96. [7] Koeszegi, Sabine, Pesendorfer, Eva-Maria, and Stolz, Sabine, “Gender Salience in Electronic Negotiations,” Electronic Markets 16(2006): 173 – 185.   [8] Pesendorfer, Eva-Maria and Koeszegi, Sabine, “Hot Versus Cool Behavioural Styles in Electronic Negotiations: The Impact of Communication Mode,” Group Decision and Negotiation 15(2006): 141–155.   [9] Yuan, Yufei, Head, Milena, and Du, Mei, “The Effects of Multimedia Communication on Web-Based Negotiation,” Group Decision and Negotiation 12(2003): 89–109.   [10] Sokolova, Marina and Szpakowicz, Stan, “Strategies and language trends in learning success and failure of negotiation,” Group Decision and Negotiation 16(2007): 469–484.   Credit:ivythesis.typepad.com

How does social influence work in effective persuasion for Internet-based negotiations?

How does social influence work in effective persuasion for Internet-based negotiations? Introduction Social influence co...

Research proposal on The role of managers in achieving organisational goal

The role of managers in achieving organisational goal   1.0 Introduction           Goals are considered drivers, purpose-providers and direction givers. Management by objectives (MBO), for instance, manifests the beginning of a planned change that fortifies the goal-setting process. MBO programs purports on clarifications of organizational goals at all levels as well as provide an instrument for better motivation and individual, group and team participation. The concepts of difficult goals for better performance and specific hard goals in comparison with ‘do your best’ goals guide organizational changes. The idea is that difficult and challenging goals must surpass expectations that the job requires.           Analogously, goals must be also specific and measurable on the basis of acceptable performances. However, individual needs impose special consideration in goal-setting programs though individual goals must directly point towards achieving team goals. Prioritization is also important for goal-setting with respect to competition and cooperation. In relation, performance goals should be watchfully given thought to since they will determine the status and position of the organization in the long run (Verweire and Berghe, 2004, p. 294).             Alignment of organisational goals vis-à-vis individual goals is also critical especially that of the managers. All efforts must align according to the purpose and objectives of the organisation. Mission, vision, goals and organisational strategies must be defined and clearly understood at all levels. In particular, the individual managerial tasks must contribute to overall plans of the organisation and, in return, plans should create performance standards such as quantity, quality, time and cost. These standards should then be translated into performance for each (Gautam, n.d.).           Having said this, there is a need for managers to learn how to set goals from team and organizational levels. This can be done by using organisational objectives, statement of values and vision and mission statements. Learning how to implement strategic goals in the workplace should be the main objective of the managers. Thereby, it is required that managers should be equipped with strategic goal setting skills. With this, managers are having specified roles in achieving organisational goals. 2.0 Statement of the problem           The key problem that the study will address is: what are the key roles of managers in achieving organisational goals? Other questions that will be given answer to are: 1) How do managers perceive the process of achieving organisational goals? 2) How do managers relate their role in achieving organisational goals? 3) Are the roles of managers adequate to achieve organisational goals? 4) Are there needs for other and new roles so that managers can fully maximise the process of achieving organisational goals? 3.0 Hypothesis 1) The role of managers needs to be enhanced so that they can fully contribute in achieving organisational goals. 2) Additional roles are needed so that managers can fully contribute in achieving organisational goals. 4.0 Aim           The main aim of this study is to explore to what extent and in what specific ways do managers perceive and relate their roles in achieving the goals of the organisation. 5.0 Objective           In lieu with this, the study will address the following research objectives. <ul style="margin-top: 0in; margin-bottom: 0in" type="disc"> <li class="MsoNormal" style="text-align: left; line-height: 200%; margin-bottom: 10.0pt"> 	 	Explore how the achievement of organisational goals affect the role of the 	managers within the workforce context</li> <li class="MsoNormal" style="text-align: left; line-height: 200%; margin-bottom: 10.0pt"> 	 	Determine what roles are created and what new roles emerge in lieu with the 	process of achieving organisational goals</li> </ul> 6.0 Methodology           The research strategy that the study will utilize is the descriptive method. A descriptive research intends to present facts concerning the nature and status of a situation, as it exists at the time of the study. It is also concerned with relationships and practices that exist, beliefs and processes that are ongoing, effects that are being felt, or trends that are developing. In addition, such approach tries to describe present conditions, events or systems based on the impressions or reactions of the respondents of the research.           In this study, primary and secondary research will be both incorporated. The reason for this is to be able to provide adequate discussion for the readers that will help them understand more about the issue and the different variables that involve with it. The primary data for the study will be represented by the survey results that will be acquired from the respondents. On the other hand, the literature reviews to be presented in the second chapter of the study will represent the secondary data of the study. The secondary sources of data will come from published articles from contents of books, journals, theses and related studies and newspaper and magazines. 7.0 Justification           The study could lead to significant improvements in the role of managers and how they can specifically contribute in achieving organisational goals. The findings of this study will be very important in developing new programs in enhancing the role of managers. This research is likely to be significant not just for managers but also for the organisation as a whole. Likewise, this research will serve as a supplement to the limited study about the topic and it is hoped that the findings will contribute important inputs.   8.0 Limitation           One of the potential limitations of the study is the number of samples. The target number of sample is small if converted as a percentage of the total number managers. However, this may also be valid because the number of sample is enough to produce a general idea on the role of managers in achieving organisational objective. Furthermore, a recommendation for future study will be provided so as to promote the continuous investigation on this issue.           Questionnaires are the only primary means in the study in collecting data. The study is also limited only the pieces of information that the respondents are willing to disclose. It is limited to the respondents’ capability to answer such questions. However, literature reviews will be included in the study for reference. Statistical analysis will be limited only to weighted mean and percentage. On the other hand, answers on open questions will be interpreted qualitatively.   References Gautam, A. (n.d.). Performance Management Cycle. Verweire, K. and Berghe, L. (2004). Integrated Performance Management: A Guide to Strategy Implementation. London: Sage Publications Inc.     Credit:ivythesis.typepad.com

Research proposal on The role of managers in achieving organisational goal

The role of managers in achieving organisational goal 1.0 Introduction Goals are considered drivers, purpose-providers an...

Research proposal on The level at which linguistic and management strategies affect the motivation of employees: Linguistic in terms of mannerism and politeness

The level at which linguistic and management strategies affect the motivation of employees: Linguistic in terms of mannerism and politeness   Background and Literature review The research describe research outcomes into linguistic mannerism as well as linguistic politeness of English speaking employees and such type of politeness strategy for instance, speech acts of employee greeting as the employees adhere to strict conventions of polite behavior which eroded over time in English speaking world. Thus, important to retain employee mannerism as well as politeness to determine levels of linguistic and management affecting motivation of employees. Providing researcher affective support as recognized to successful work station comprising of academic team as school oriented employees or faculties. Thus, research on mannerism and politeness provide plausible answers to research questions. The presentation of framework referring teachers selecting corrective feedback based on mannerism politeness notion of language assumption from given specific contexts. Discussion of employee motivation in language context were limited by the understanding the field of applied linguistics being attached to it. The need to review standards applied in linguistics approach, go on to provide overview of research into motivation, and demonstrate utility of research concepts as basis for research agenda for employee studies as presented. Indeed, literature on motivation and suggest that there is an important link in linguistic strategy and management through mannerism and politeness which could account for claimed power of employee success. Politeness is important aspect of human communication as Brown and Levinson developed theory of linguistic politeness, most sociolinguistic studies have looked at politeness (Hartung, 2001, p. 214). The positive face need is ‘the positive consistent self-image by interactants’ and the negative face need is basic claim to territories, personal preserves, rights to non-distraction like, freedom of action and freedom from imposition (Brown and Levinson, 1987, p. 61). Positive politeness attends to a person’s positive face needs and includes such speech acts as compliments, invitations and greetings. It expresses good-will and solidarity. Thus, negative politeness attends to a person’s negative face needs and includes indirectness and apologies (Holmes 1995, p. 154). However, Kleinberger Gunther (2001, p. 118) claims that polite speech act can only be effective if the receiver understands how it was intended. Degrees of familiarity and respect between interactants can be described in terms of model: polite behavior tends to be more attentive and elaborate with acquaintances and casual friends than with people at the two extremes of social distance (Holmes, 1995). The linguistic expression of politeness is accompanied by verbal and non-verbal actions, such as eye contact, smile, and hand-shake. There explores how power is embedded in manners of speech exchanged in everyday interaction among superiors and subordinates as drawing upon linguistic theory of mannerism and politeness. Politeness, linguistic behaviors used to demonstrate regard and consideration as sensitive to social distribution of motivation among employees. When superiors use politeness, they are more likely than subordinates to employ subtype of politeness that demonstrates consideration by intimating social familiarity and camaraderie. The literature shows how linguistic perspectives can contribute to understanding of employee motivation phenomena (Morand, 1996 p. 544). Modern research on politeness was dominated by a strategic approach for several years: politeness was seen as a result of the rational need for balanced interpersonal relations, politeness mechanisms were considered universal. However, the investigations carried out on different cultures soon began to show that things were not that simple: cultures strongly differ not only in forms, but also in the social meanings associated with various strategies, in internal structure of speech acts, or in the expectations concerning verbal behavior, politeness studies seem to have fallen into contradiction between universality and culture (Morand, 1996 p. 544). Research Questions 1.      What is meant by levels of linguistic and management strategies? How the latter places an importance to employees? 2.      How the two strategies do mentioned in question 1 affect the motivation status of employees? Discuss and provide examples 3.      What is meant by employee motivation? Explain aspects and process of motivation adhering to employee based context 4.       What is MANNERISM in linguistic domain all about? How it affect employee motivation? Briefly discuss 5.      What is POLITENESS in linguistic domain all about? How it affect employee motivation? Briefly discuss Research Hypothesis Hy 1: There is positive level of linguistic and management strategies affecting motivation of employees. Hy 2: There is negative level of linguistic and management strategies affecting motivation of employees Hy 3: There is positive MANNERISM and positive POLITENESS affecting employee motivation. Hy 4: There is negative MANNERISM and negative POLITENESS affecting employee motivation Research Objectives and Methodology Recognizing in linguistic and management strategies that affect employee motivation, finding out levels of the strategies mostly linguistics in terms of mannerism and politeness. The identification of knowledge centered research that finds out several ideal levels of linguistic, management strategies concerning employees. The research study will indicate and include appropriate preliminary literature presenting as one ideal research methodology to execute. Determining in mannerism and politeness that affects employee motivation through language assimilation and adaptation. Thus, there will be such need to compare and contrast mannerism and politeness of employees through case study approach by means of case survey format through statements integrating scale system interpretation; five point system comprising of several sections.  The case survey will be given to a total of 50 employees comprising of faculty members. -       1st section refers to personal profile of the employees -       2nd section refers to survey statements regarding levels of linguistics strategies that employees perceive to be essential in motivating them -       3rd section implies to survey statements regarding levels of management strategies that employees perceive to be essential in motivating them -       4th section adheres to survey statements about linguistics in accordance to MANNERISM of employees -       5th section integrates to survey statements about linguistics in accordance to POLITENESS of employees   References Brown, P. and Levinson, S. (1987). Politeness. Some universals in language usage. Cambridge. Hartung, M. (2001). Höflichkeit und das Kommunikationsverhalten Jugendlicher”. In: Lüger, Heinz-Helmut (ed.): Höflichkeitsstile. Frankfurt a.M./Berlin/Bern etc.: 213-232. (= Cross Cultural Communication 7) Holmes, J. (1995). Women, Men and Politeness. London/New York Kleinberger Günther, U. (2001). Sprachliche Höflichkeit in innerbetrieblichen e-mails. In: Lüger, Heinz-Helmut (ed.): Höflichkeitsstile. Frankfurt a.M./ Berlin/Bern etc.: 147-164. (= Cross Cultural Communication 7). Morand, D. (1996). Dominance, Deference, and Egalitarianism in Organizational Interaction: A Sociolinguistic Analysis of Power and Politeness. Organization Science, Vol. 7, No. 5 (Sep. – Oct., 1996), pp. 544-556. Published by: INFORMS     Credit:ivythesis.typepad.com

Research proposal on The level at which linguistic and management strategies affect the motivation of employees: Linguistic in terms of mannerism and politeness

The level at which linguistic and management strategies affect the motivation of employees: Linguistic in terms of mannerism and politene...

Research proposal and Survey questionnaire on The assessment towards the level of satisfaction among guests/customers of Burj Al Arab in Dubai, UAE

Introduction             	In recent years, increased attention has 	been paid to the management of the growing field of hospitality and tourism 	business, which have been widely recognized as very important sectors of the 	Hotel industry. According to Kandampully, Mok & Sparks (2001), they are: (1) 	the tourists; (2) the businesses providing the goods and services that the 	tourist market demands; (3) the government of the host community; and (4) 	the host community. The different kinds of operations required from such 	businesses share the management problem of providing customer satisfaction. 	As tourism and hospitality are the most wide-ranging industries, in the 	sense that it demands products from the many sectors of the economy and 	employs millions of people in different sectors, the careful management of 	its business activities require the knowledge of the environment in which it 	operates on.  With this, this research paper will focus on the assessment 	towards the level of satisfaction among guests/customers of Burj Al Arab in 	Dubai, UAE.   Statement of 	the Problem 	This paper seeks to 	investigate and evaluate the 	satisfaction of customers of Burj Al Arab. 	Apparently, the discussion pertain to the satisfaction of the customers was 	facilitated.             	Specifically, the following questions shall be answered: 	1.    	What is the overall 	satisfaction level of customers/guests to the services/facilities/products 	offered by Burj Al Arab? 	2.    	With respect to gender 	of Hotel customers/guests, is there any significant difference of 	perceptions towards services, facilities and prices that Burj Al Arab 	offers? 	3.    	Is there any 	significant correlation between the satisfaction of customer to the services 	and prices they offer? 	  	Hypothesis 	This study shall test the following null 	hypothesis: <li class="MsoNormal" style="text-align: justify; line-height: 200%"> 		There is no significant difference 		between the perceptions of male and female customers 		towards the services, facilities and prices 		that Burj Al Arab offers.</li> <li class="MsoNormal" style="text-align: justify; line-height: 200%"> 		Customer Satisfaction towards 		facilities and services has no significant relationship to prices of 		products/services offered by Burj Al Arab. </li> 	  	Methodology 	The study intends to investigate the 	perception of Burj Al Arab customer/guests regarding the service and product 	satisfaction. Thus, this study will determine the level of satisfaction 	among subjects. For this study, primary research and secondary research will 	be used. Moreover, the descriptive research method will be utilized. In this 	method, it is possible that the study would be cheap and quick. It could 	also suggest unanticipated hypotheses. Nonetheless, it would be very hard to 	rule out alternative explanations and especially infer causations. Thus, 	this study will use the descriptive approach. This descriptive type of 	research utilizes observations in the study.  To illustrate the descriptive 	type of research, Creswell (1994) guided the researcher when he stated: 	Descriptive method of research is to gather information about the present 	existing condition.  Primary research is conducted using questionnaire 	surveys that are sent to the randomly selected Burj Al Arab customer/guests. 	Here, the questionnaires will be used to collect quantitative data and the 	interviews will be used to provide qualitative insights into the data 	collected.  Apparently, secondary data are based from the recent literatures 	related to consumer/ customers’ behavior. 	 	  	 	 	Sampling Technique 	            The general population for this 	study is composed of Burj Al Arab customer/guests. Basically these 	respondents are asked regarding the current status of services and products 	offered by Burj Al Arab and their personal views about product and service 	satisfaction. 	  	Measurement First, the 	respondents shall fill out a self-administered questionnaire. Ideally, the 	respondents will grade each statement in the survey-questionnaire using a 	Likert scale (Barnett, V. 1991), with a five-response scale wherein 	respondents will be given five response choices. 	The 	equivalent weights for the answers will be: 	 	Range                                    Interpretation 	            4.50 – 5.00 	                           Strongly Agree 	3.50 – 4.49                            	Agree 	2.50 – 3.49                            	Uncertain 	1.50 – 2.49                            	Disagree          	0.00 – 1.49                            	Strongly Disagree 	  	The researcher opted to use the 	questionnaire as a tool since it is easy to construct having the rules and 	principles of construction are easy to follow. Moreover, copies of the 	questionnaire could reach a considerable number of respondents either by 	mail or by personal distribution. Generally, responses to a questionnaire 	are objectified and standardized and these make tabulation easy. But more 	importantly, the respondents’ replies are of their own free will because 	there is no interviewer to influence them. This is one way to avoid biases, 	particularly the interviewers’ bias. The researcher will also use graph and 	charts for data presentation. 	  	 	 	Instrumentation 	            For validation purposes, the 	researcher will initially submit a sample of the set of survey 	questionnaires and after approval; the survey will be conducted to five 	respondents.  After the questions were answered, the researcher will ask the 	respondents for any suggestions or any necessary corrections to ensure 	further improvement and validity of the instrument.  The researcher will 	again examine the content of the interview questions to find out the 	reliability of the instrument.  The researchers will exclude irrelevant 	questions and will change words that would be deemed difficult by the 	respondents, too much simpler terms. 	  	Data 	Collection Plan 	The researcher will exclude the five 	respondents who will be initially used for the validation of the 	instrument.  The researcher will also tally, score and tabulate all the 	responses in the provided interview questions. Moreover, the interview shall 	be using a structured interview. It shall consist of a list of specific 	questions and the interviewer does not deviate from the list or inject any 	extra remarks into the interview process. The interviewer may encourage the 	interviewee to clarify vague statements or to further elaborate on brief 	comments. Otherwise, the interviewer attempts to be objective and tries not 	to influence the interviewer’s statements. The interviewer does not share 	his/her own beliefs and opinions. The structured interview is mostly a 	“question and answer” session. This study assumes that the survey used is an 	effective measurement tool to identify the satisfaction level among Burj Al 	Arab customer/guests.  This study also assumes that each participant will 	honestly ad thoroughly answer each question. 	  	Statistical Treatment of the Data 	            When the entire survey 	questionnaire have been collected, the researcher will used statistics to 	analyze all the data; and will be assisted by the SPSS in coming up with the 	statistical analysis for this study. Because of this research design, the 	results of the data gathered were limited to the determination of 	satisfaction level among customers. Thus, other possible findings in the 	field of consumer/customer satisfaction and business performance are also 	analyzed. 	            Comparisons were drawn between 	the overall responses to the questions and the differing responses 	(Creswell, 1994) the following statistical formulae will be also used: 	1.  Percentage – to determine the magnitude 	of the responses to the questionnaire. 	            n 	% = ——– x 100        ;           n – 	number of responses 	            	N                                 N – total number of respondents 	  	2.  Weighted Mean 	            f1x1 + f2x2 	 + f3x3 + f4x4  + f5x5 	x= 	———————————————; 	                        xt 	  	where:             f – weight given to each 	response 	                         x – number of 	responses 	                        xt – 	total number of responses 	  	The researcher will be assisted by the 	Statistical Package for the Social Sciences (SPSS) in coming up with the 	statistical analysis for this study. SPSS is one of the most widely 	available and powerful statistical software packages that covers a broad 	range of statistical procedures, which allows a researcher to summarize data 	(e.g., compute means and standard deviations), determine whether there are 	significant differences between groups (e.g., t-tests, ANOVA), examine 	relationships among variables (e.g., correlation, multiple regression), and 	graph results (e.g., bar charts, line graphs) (Kirkpatrick and Feeney, 	2003). For this paper, correlation and t-test statistics will be used to 	evaluate the hypothesis indicated in this paper. 	  	Correlation 	To determine the relationship between the 	perceptions of the respondents, the use of correlation statistics was 	employed.  The strength of the linear association between two variables is 	quantified by the correlation coefficient (Guilford & 	Fruchter, 1973).  Given a set of observations (x1, y1), 	(x2,y2),…(xn,yn), 	the formula for computing the correlation coefficient is given by: 	 	 	 	Where:   	= 	Correlation between X and Y 	= 	Sum of Variable X 	= 	Sum of Variable Y 	= 	Sum of the product X and Y 	N= 	Number of Cases 	= 	Sum of squared X score 	= 	Sum of squared Y score     	            The correlation coefficient 	always assumes a value between -1 and +1. The values +1 or -1 indicate a 	perfect correlation, where all points would lie along a straight line.  A 	positive correlation indicates a positive association between variables 	(increasing values in one variable correspond to increasing values in the 	other variable), while a negative correlation indicates a negative 	association between the variables (increasing values in one variable 	correspond to decreasing values in the other variable). A correlation value 	close to 0 indicates no association between the variables. Since the formula for 	calculating the correlation coefficient standardizes the variables, changes 	in scale or unit of measurement will not affect its value. For this reason, 	the correlation coefficient is often more useful than a graphical depiction 	in determining the strength of the association between two variables. 	 In addition, if the 	correlation index of the computed rxy is not perfect, then it is 	suggested to use the following categorization (Guilford  & Fruchter, 1973):             rxy                          	                        Indication between ± 0.80 to ± 1.00    	:           High Correlation between ± 0.60 to ± 0.79    	:           Moderately High Correlation between ± 0.40 to ± 0.59    	:           Moderate Correlation between ± 0.20 to ± 0.39    	:           Low Correlation 	between ± 0.01 to ± 0.19    :           	Negligible Correlation     	T-test 	            The t-test is the most commonly 	used method to evaluate the differences in means between two groups. For 	example, the t-test can be used to assess the difference in test scores 	between a group of patients who were given a drug and a control group who 	received a placebo. Theoretically, the t-test can be used even if the sample 	sizes are very small (e.g., as small as 10; some researchers claim that even 	smaller n’s are possible), as long as the variables are normally 	distributed within each group and the variation of scores in the two groups 	is not reliably different. As mentioned before, the normality assumption can 	be evaluated by looking at the distribution of the data (via histograms) or 	by performing a normality test. The equality of variance assumption can be 	verified with the F test, or the more robust Levene’s test.  	If these conditions are not met, differences in the means between two groups 	can be evaluated using one of the nonparametric alternatives to the t-test. 	            The p-level reported 	with a t-test represents the probability of error involved in accepting our 	research hypothesis regarding the existence of a difference. Technically 	speaking, this is the probability of error associated with rejecting the 	hypothesis of no difference between the two categories of observations 	(corresponding to the groups) in the population when, in fact, the 	hypothesis is true. 	            Then, using the standard 	“template” for our inference test, we have: 	 	  	Conclusion 	  	This research study has a broad range of 	topics regarding satisfaction of the customers in the region with respect to 	the perception of customer. Although the focus is on the perception of the 	respondents, other considerations such as the needs of the respondents, 	effect of the services provided to the customers, and other general 	information about satisfaction and atmosphere effect to the business are 	discussed. The outcome of this study is limited only to the data gathered 	from books and journals about promotional strategies, business setting, 	customer satisfaction, and quality service and from the primary data 	gathered from the result of the questionnaire survey and interview conducted 	by the researcher. 	            As the research was completed 	in a limited period of time other factors and variables are not considered. 	This might have an impact on the results of the study. 	    	References:   	Barnett, V. 1991, Sample Survey 	principles and methods. Hodder publisher. ISBN:          0340545534 	  	Creswell, J.W. 1994, Research design. 	Qualitative and quantitative approaches.   Thousand Oaks, California: 	Sage. 	  	Guilford, J.P., & Fruchter. B.  1973, 	Fundamental Statistics in Psychology and Education, 5th Edition. New 	York: Mc Graw-Hill 	  	Kandampully, J, Mok, C & Sparks, B 2001, 	Service Quality Management in Hospitality, Tourism and Leisure, The 	Haworth Press, Inc., New York. 	  	Kirkpatrick & Feeney 2003, A Simple 	Guide to SPSS for Windows. Wadsworth. 	  	  	    Survey 	Questionnaire 	  	 	The researcher is conducting a study on the perception of customers/guests 	on the services/products/facilities provided by Burj Al Arab Hotel in Dubai, 	UAE. 	To enable the researcher to make the necessary conclusions and 	recommendations for this study, it would be very much appreciated if you 	answer all the items in the questionnaire. 	            Information given will be treated in strictest confidence. 	 	                                                                                    	    	Thank you. 	 	                                                                                                	      	Part 1.  	Demographic Data 	  	Direction: Please fill up in all the 	necessary information about yourself.  Don’t leave any item unanswered. 	a.    	Age  ________ 	b.    	Sex 	Male ( )                 Female ( ) 	c.    	Civil Status 	Single ( )              Married ( )      Separated (  	)                        Widow/Widower  ( ) 	d.    	Educational Attainment 	Elementary  ( )    High School  ( )        	College ( )      Graduate  ( ) 	e.    	Occupation  ____________________  	   	f.     	Country of Origin:  ____________  	 	g.    	Purpose of the Visit: _____________ 	h.    	Length of Stay in the Hotel: 	____________     Part I. Rate of Services, Facilities, and Price in the Hotel Rate the following statements/attributes using a modified Likert scale with the following interpretations: Very Satisfied- 5; Satisfied- 4; Neutral- 3; Slight ly Satisfied- 2; Not Satisfied- 1. 		1.      		Menu Variety 		5 		4 		3 		2 		1 		2.      		Value for price paid 		5 		4 		3 		2 		1 		3.      		Promptness of service 		5 		4 		3 		2 		1 		4.      		Quality of service 		5 		4 		3 		2 		1 		5.      		Quality of food 		5 		4 		3 		2 		1 		6.      		Quality of beverage 		5 		4 		3 		2 		1 		7.      		Overall, how would you 		rate our staff’s hospitality? (Friendliness, courtesy, responsiveness) 		5 		4 		3 		2 		1 		8.      		Overall, how would you 		rate our hotels’ public areas? 		5 		4 		3 		2 		1 		9.      		Overall, how would you 		rate the value for the price paid? 		5 		4 		3 		2 		1 		10. 		Overall, how would you 		rate the hotels ability to provide a relaxing atmosphere? 		5 		4 		3 		2 		1 		11. 		When you return to this 		area, what is the likelihood that you would stay at our hotel? 		5 		4 		3 		2 		1 		12. 		Décor 		5 		4 		3 		2 		1 		13. 		Cleanliness 		5 		4 		3 		2 		1 		14. 		Condition of Room 		 		5 		4 		3 		2 		1 		15. 		Housekeeping Services 		5 		4 		3 		2 		1   Part II. Customer Satisfaction Rate the following statements using a modified Likert scale with the following interpretations: Very Good- 5; Good- 4; Satisfactory- 3; Not Satisfactory- 2; Not Good- 1. A. Services 		  		  		  		  		  		  		1.      		How will you rate the 		reservation services of the hotel compared to other hotels? 		5 		4 		3 		2 		1 		2.      		How will you rate the 		housekeeping of the hotel compared to other hotels? 		5 		4 		3 		2 		1 		3.      		How will you rate the 		usherettes and the bellboys of the hotel compared to other hotels? 		5 		4 		3 		2 		1 		4.      		How will you rate the 		attitudes of the staff on guests and hotel visitors compared to other 		hotels? 		5 		4 		3 		2 		1 		5.      		How will you rate the 		management compared to other hotels? 		5 		4 		3 		2 		1 		6.      		How will you rate the 		waiters and the food attendants compared to other hotels? 		5 		4 		3 		2 		1 		7.      		How will you rate the 		customer service compared to other hotels? 		5 		4 		3 		2 		1       B. Facility 		  		  		  		  		  		  		1.      		How will you rate the 		rooms of the hotel compared to other hotels? 		5 		4 		3 		2 		1 		2.      		How will you rate the 		lobby and the function room of the hotel compared to other hotels? 		 		5 		4 		3 		2 		1 		3.      		How will you rate the 		comfort rooms compared to other hotels? 		5 		4 		3 		2 		1 		4.      		How will you rate the 		dining room, restaurant and the bar compared to other hotels? 		5 		4 		3 		2 		1 		5.      		How will you rate the 		comfort and the luxury of the room compared to other hotels? 		5 		4 		3 		2 		1 		6.      		How are the amenities of 		the hotel compared to other hotels? 		5 		4 		3 		2 		1 		7.      		How will you rate the 		facilities of the hotel compared to other hotels compared to other 		hotels? 		5 		4 		3 		2 		1   C. Price 		  		  		  		  		  		  		1.      		How will you rate the 		accommodation fee per room and per person compared to other hotels? 		5 		4 		3 		2 		1 		2.      		How will you rate the 		hotel fees and prices compared to other hotels compared to other hotels? 		5 		4 		3 		2 		1 		3.      		How will you rate the 		prices of the prices of the services compared to other hotels? 		5 		4 		3 		2 		1 		4.      		How will you rate the 		prices of the food and the drinks compared to other hotels? 		5 		4 		3 		2 		1 		5.      		How will you rate the 		reservation and service fees of the hotel compared to other hotels? 		5 		4 		3 		2 		1   ***Thank you***   Credit:ivythesis.typepad.com

Research proposal and Survey questionnaire on The assessment towards the level of satisfaction among guests/customers of Burj Al Arab in Dubai, UAE

Introduction In recent years, increased attention has been paid to the management of the growing field of hospitality ...