Prettiserie: An insider action research

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration


Ramon V. Del Rosario College of Business


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


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






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer disc ; 4 3/4 in.


Beauty shops; Small business--Management; Customer services; Customer relations--Management

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