A Team Presentation International project Cleveland, USA

INTERNATIONAL PROJECT Case Western Reserve University, Cleveland June 15 2009 A-team

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]

But first…our week in a nutshell

Resumé last monday ,[object Object],[object Object],[object Object]

Resumé Research ,[object Object],[object Object],[object Object],[object Object]

What have we done last Week? National culture Process of complaint handling Influence of national culture on the proces of complaint handling Obtain data Inductive Deductive Observations Interviews Intercontinental Interviews Intercontinental Questionnaires Fire department Questionnaires Intercontinental none

Deductive research Conclusions

Deductive research ,[object Object],[object Object],[object Object]

Deductive research ,[object Object],[object Object],Fire Department Number of respondents (N) FD 1 15 FD 4 8 FD 20 16 FD 21 4 Total 43

Deductive research ,[object Object],[object Object],Intercontinental Conference Hotel Number of respondents (N) 33

Deductive research ,[object Object],[object Object],[object Object],[object Object]

Deductive research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Deductive research ,[object Object],Propositions/ Hypotheses A=Accepted R=Rejected Power Distance – Quality of Outcome guidelines P 4. A culture, which is more characterized by power distance, will lead to less quality of outcome guidelines for complaint handling. Cannot be Judged as N<30 H 4.1. Based on the research of Hofstede (1991) we expect that there will be more power distance in the U.S.A. than in The Netherlands. R H 4.2 .The quality of outcome guidelines for complaint handling will be lower in the U.S.A. than in The Netherlands. A

Inductive research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Inductive Research ,[object Object],[object Object],[object Object],[object Object]

Inductive Research ,[object Object],[object Object],[object Object],[object Object],[object Object]

Inductive Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Inductive Research: lessons learned

A Team Presentation International project Cleveland, USA

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