Asking poe.com to produce a concrete dissertation proposal based on an initial partial proposal draft: for MBA students
My question 1: "I am a part-time MBA student learning the subject of Research Project. I have an initial partial dissertation proposal as follows:
"Title
"Exploring the Impact of Service Innovation on Customer Service Quality and Customer Delight in Hong Kong Boutique Hotels in 2025: A Pragmatic Mixed Methods Study"
Research Objectives
To examine how senior managers in Hong Kong boutique hotels perceive and implement service innovation strategies.
To identify the key factors influencing service innovation adoption and customer experience enhancement in Hong Kong boutique hotels.
To assess the relationship between service innovation initiatives and perceived customer service quality and delight.
To explore customer perceptions of service innovation and its impact on their overall experience and satisfaction with boutique hotels in Hong Kong.
Research Questions
How do senior managers in Hong Kong boutique hotels perceive the role of service innovation in shaping customer service quality and delight?
What are the key drivers and barriers to implementing service innovation in Hong Kong boutique hotels?
How do customers perceive service innovation activities in boutique hotels, and what effect do these activities have on their satisfaction and delight?
Brief Research Methodology
This study will employ a pragmatic mixed methods approach, combining qualitative and quantitative data collection techniques aligned with the research objectives and philosophical stance.
Qualitative Method: Semi-structured interviews with four senior managers from selected boutique hotels in Hong Kong. The interviews will explore their perceptions, strategies, and challenges related to service innovation and customer service enhancement. Data will be thematically analyzed to identify common themes and insights into innovation processes and managerial perspectives.
Quantitative Method: A questionnaire survey conducted among friends and acquaintances who are customers of boutique hotels in Hong Kong, using convenience sampling. The survey questionnaire, constructed with the questionnaire tool from Shout (the survey tool maker) is to be distributed by email. The survey will measure customer perceptions of service innovation, service quality, and customer delight. The data analysis method to use is the multidimensional data analysis with MS Excel pivot table.
Desk Research: Secondary data collection from industry reports, media articles, and academic publications to contextualize findings, identify industry trends, and support the interpretation of primary data. This will include recent media reports on Hong Kong's hospitality industry, especially regarding innovation, market recovery, and customer experience trends in 2025."
In addition, I would like to apply 2 academic theories on each of the following topics involved in this dissertation project: service innovation, customer service quality, customer delight. Based on these additional information, please produce a dissertation proposal to me, with project title, research objectives, research issues, research methodology and a timeline. Tks."
The reply: "
Dissertation Proposal
Title
Exploring the Impact of Service Innovation on Customer Service Quality and Customer Delight in Hong Kong Boutique Hotels in 2025: A Pragmatic Mixed Methods Study
Research Objectives
-
Perception and Implementation: To examine how senior managers in Hong Kong boutique hotels perceive and implement service innovation strategies.
-
Key Factors: To identify the key factors influencing service innovation adoption and customer experience enhancement in Hong Kong boutique hotels.
-
Relationship Assessment: To assess the relationship between service innovation initiatives and perceived customer service quality and delight.
-
Customer Perception: To explore customer perceptions of service innovation and its impact on their overall experience and satisfaction with boutique hotels in Hong Kong.
Research Questions
-
How do senior managers in Hong Kong boutique hotels perceive the role of service innovation in shaping customer service quality and delight?
-
What are the key drivers and barriers to implementing service innovation in Hong Kong boutique hotels?
-
How do customers perceive service innovation activities in boutique hotels, and what effect do these activities have on their satisfaction and delight?
Theoretical Framework
Service Innovation
- Diffusion of Innovations Theory: This theory will help examine how new ideas and technologies are adopted in the boutique hotel sector.
- Service-Dominant Logic: This framework views service as the fundamental basis of exchange and can help in understanding how innovations enhance value co-creation.
Customer Service Quality
- SERVQUAL Model: This model assesses service quality by measuring the gap between customer expectations and perceptions across various dimensions.
- Expectancy Disconfirmation Theory: This theory will be utilized to analyze how customer expectations influence their perceptions of service quality.
Customer Delight
- Customer Satisfaction Theory: This theory will provide insights into how satisfaction leads to delight and the factors that elevate customer experiences.
- Emotional Attachment Theory: This framework can help explain how emotional connections foster delight among customers in boutique hotels.
Research Methodology
This study will employ a pragmatic mixed methods approach, combining qualitative and quantitative data collection techniques aligned with the research objectives and philosophical stance.
Qualitative Method
- Semi-structured Interviews: Conduct interviews with four senior managers from selected boutique hotels in Hong Kong. The interviews will explore their perceptions, strategies, and challenges related to service innovation and customer service enhancement.
- Data Analysis: Thematic analysis will be used to identify common themes and insights into innovation processes and managerial perspectives.
Quantitative Method
- Questionnaire Survey: A survey will be conducted among friends and acquaintances who are customers of boutique hotels in Hong Kong, using convenience sampling.
- Survey Tool: Constructed with the questionnaire tool from Shout, the survey will measure customer perceptions of service innovation, service quality, and customer delight.
- Data Analysis Method: Multidimensional data analysis will be performed using MS Excel pivot tables.
Desk Research
- Secondary Data Collection: Gather data from industry reports, media articles, and academic publications to contextualize findings, identify industry trends, and support the interpretation of primary data. This will include recent media reports on Hong Kong's hospitality industry, focusing on innovation, market recovery, and customer experience trends in 2025.
Timeline
| Task | Duration | Completion Date |
|---|
| Literature Review | 4 weeks | Week 4 |
| Design Research Instruments | 2 weeks | Week 6 |
| Conduct Qualitative Interviews | 3 weeks | Week 9 |
| Analyze Qualitative Data | 2 weeks | Week 11 |
| Distribute Quantitative Survey | 2 weeks | Week 13 |
| Analyze Quantitative Data | 2 weeks | Week 15 |
| Desk Research | Ongoing throughout | Week 16 |
| Compile Findings | 3 weeks | Week 19 |
| Draft Dissertation | 4 weeks | Week 23 |
| Review and Revise | 2 weeks | Week 25 |
| Final Submission | 1 week | Week 26 |
This structured proposal outlines the key components of your research project, setting a clear path for your dissertation journey."
My question 2: "Could you design a survey questionnaire for me (for the questionnaire survey) and 4 research interview questions for me (for the semi-structured interview)? Tks."
The reply: "Here’s a survey questionnaire and interview questions tailored to your dissertation proposal.
Survey Questionnaire
Section 1: Demographic Information
-
Age:
- Under 18
- 18-24
- 25-34
- 35-44
- 45-54
- 55 and above
-
Gender:
-
Frequency of Boutique Hotel Visits:
- Never
- Once a year
- 2-3 times a year
- Monthly
- Weekly
Section 2: Service Innovation Perception
-
How aware are you of service innovation initiatives (e.g., digital check-ins, personalized services) in boutique hotels?
(1 = Not at all aware, 5 = Very aware)
-
To what extent do you believe service innovations enhance your overall hotel experience?
(1 = Not at all, 5 = Very much)
Section 3: Service Quality
-
How would you rate the service quality in the boutique hotels you have visited?
(1 = Very Poor, 5 = Excellent)
-
What aspects of service quality do you consider most important? (Select all that apply)
- Responsiveness
- Reliability
- Assurance
- Empathy
- Tangibles
Section 4: Customer Delight
-
To what extent do you feel delighted after staying in a boutique hotel that implemented service innovations?
(1 = Not at all, 5 = Very much)
-
Please rate your level of satisfaction with your overall experience at boutique hotels.
(1 = Very Dissatisfied, 5 = Very Satisfied)
Section 5: Open-Ended Questions
-
What specific service innovations have you experienced that contributed positively to your stay?
-
In your opinion, what barriers do boutique hotels face in implementing service innovations?
Semi-Structured Interview Questions
-
Can you describe your perception of the role that service innovation plays in enhancing customer service quality at your boutique hotel?
Follow-up: Can you provide specific examples?
-
What challenges do you encounter when implementing service innovation strategies in your hotel?
Follow-up: How do you address these challenges?
-
In your experience, what key factors influence the adoption of service innovations among your competitors in the boutique hotel sector?
-
How do you gather and assess customer feedback regarding service innovations, and how does this feedback impact your service strategies?
Follow-up: Can you share any specific instances where customer feedback led to changes in your service offerings?
Feel free to modify any questions to better suit your needs!"
My question 3: "Please indicate to me where the academic theories have been used to inform the 3 research method design in the proposal."
The reply: "
Theoretical Framework
Service Innovation
- Diffusion of Innovations Theory: This theory will help examine how new ideas and technologies are adopted in the boutique hotel sector.
- Service-Dominant Logic: This framework views service as the fundamental basis of exchange and can help in understanding how innovations enhance value co-creation.
Customer Service Quality
- SERVQUAL Model: This model assesses service quality by measuring the gap between customer expectations and perceptions across various dimensions.
- Expectancy Disconfirmation Theory: This theory will be utilized to analyze how customer expectations influence their perceptions of service quality.
Customer Delight
- Customer Satisfaction Theory: This theory will provide insights into how satisfaction leads to delight and the factors that elevate customer experiences.
- Emotional Attachment Theory: This framework can help explain how emotional connections foster delight among customers in boutique hotels.
Research Methodology
This study will employ a pragmatic mixed methods approach, combining qualitative and quantitative data collection techniques aligned with the research objectives and philosophical stance.
Qualitative Method
Semi-structured Interviews: Conduct interviews with four senior managers from selected boutique hotels in Hong Kong. The interviews will explore their perceptions, strategies, and challenges related to service innovation and customer service enhancement.
Informed by:
- Service-Dominant Logic: Understanding how managers co-create value through service innovations.
- Diffusion of Innovations Theory: Exploring their perceptions of adopting new innovations.
Quantitative Method
Desk Research
Secondary Data Collection: Gather data from industry reports, media articles, and academic publications to contextualize findings, identify industry trends, and support the interpretation of primary data.
Informed by:
- Customer Satisfaction Theory: To understand industry trends related to customer satisfaction and delight.
- Emotional Attachment Theory: To contextualize findings related to emotional connections in customer experiences."
For your reference: a 3 step method to produce a dissertation proposal
** This note is an example on step 3 of the 3-step method.
A collection of blog notes on using chatgpt for research purpose.
