Action : Choosing the field of research

Choosing your field of research might be a fairly straightforward affair; on the other hand, you may need to learn more about different areas of researchto find the best fit for your interests and career goals. For example, you might find your interests compatible with your current job's issues or challenges.

Perhaps you know what could benefit your company, but aren't sure if you want to work on that, or have the resources for doing it, or will be able to publish the results (indeed, making information available for other researchers...and competitors).

Once should, as a researcher, ask him/herself the questions:

• Are the results of the research useful (for a given company, the sector of industry, the research community)?

• What am I interested in?

• Do I have the matching resources in time, data access, and respondent (interviewee)?

What could help?

• Talk to people working in the field, go to visit. Speak with a wide range of people and consider multiple perspectives.

• Read, watch and observe, be aware of where there are challenges/issues/problems/gaps which could be addressed and given answers to through your research.

NEMO - negative emotions

The claim process from the company's point of view - how to take advantage of negative discussions on social media/ how to take advantage of negative emotions in customer service.

Field of research:

Now that the field of researchhas been chosen, the scope of research is narrowed down, and it is easier to draw an outline in order to identify the specific topic. Choosing the topic is part of the problem formulation process .

The topic can simply be formulated as the title of the article. The topic could be formulated in an informal, relaxed, possibly non-academic manner for the first draft, as in 99% of the cases, the final title will differ from this one as the research gets re-oriented and the article gets improved. What's important is that for any reader the topic makes sense and is fully understandable and give little risks of misunderstanding.

The topic expresses the issue addressed by the research work in the field of research identified in Action 1. It may include the actual issues/challenges themselves and some, or an hypothesis to be proven, as well asrarely all, but more often some of the following elements: field of research, context, target populations, constraints, theories, methodological approach, variables and/or cause to effect relationships investigated.

The goal being not to drawn the reader under complexity but to use as little as possible information without losing comprehensiveness of the research purpose.

How to benefit from negative emotions in customer service?