Prettiserie: An insider action research
Date of Publication
2018
Document Type
Master's Thesis
Degree Name
Master of Business Administration
College
Ramon V. Del Rosario College of Business
Department/Unit
Decision Sciences and Innovation
Thesis Adviser
Raymund B. Habaradas
Defense Panel Chair
Maria Victoria P. Tibon
Defense Panel Member
Maria Paquita Diongon-Bonnet
Patrick Adriel H. Aure
Maria Victoria P. Tibon
Brian C. Gozun
Abstract/Summary
Purpose. The purpose of this paper is to improve the operations of Prettiserie, a salon in Quezon City faced with stagnant sales, so it would be capable of providing high-quality customer service by using the insider action research methodology of Coghlan and Brannick (2010).
Design. This study used the insider action research methodology of Coghlan and Brannick (2010). Undergoing two interconnected cycles, I used various first-person, second-person, and third-person skill frameworks in collaborating with my business partners, salon manager, and salon employees to come up with a purposeful plan to solve the issues facing the salon.
Findings. In the first cycle, customer service was improved by retraining the staff, reorganizing the layout of the salon, and making it easier for clients to pay for their treatment. The changes introduced in the first cycle brought about tensions among the salon staff, which provided the context and purpose for the next issue. In the second cycle, we discovered that the salon manager was stealing money from the salon, so my partners and I worked on solving this issue.
Value. This study is beneficial for salon owners who are experiencing a decline in their sales and conflicts among their staff, for entrepreneurs looking to start their own salon business, and for small business owners who want to build a business with long-term viability.
Abstract Format
html
Language
English
Format
Electronic
Accession Number
CDTG007574
Shelf Location
Archives, The Learning Commons, 12F Henry Sy Sr. Hall
Physical Description
1 computer disc ; 4 3/4 in.
Keywords
Beauty shops; Small business--Management; Customer services; Customer relations--Management
Recommended Citation
Martinez, C. P. (2018). Prettiserie: An insider action research. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/5492