11
Doc Study
Abstract
Thepurposeofthispaperwillintroducethedisparitythatexistswhenbusinessindustryuseautomationsystemstoreplacethehumantouch.Theresearcher will address service that exist in usage automation. In
Inaddition,thestudywillusea phenomenologicalapproach, which will allow an understanding of retail
businessandinformationtechnology
The Effects of Information Technology Automation have on Customer Service and Unemployment
Doctoral Study Proposal
By
Bab. Harris (Hunter Harris)
MS, American InterContinental University, 2012
BS, American InterContinental University, 2011
Doctoral Study Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Business Administration
Walden University
March 2014
Abstract
Customerserviceinformationtechnology (CSIT) has impact global markets the focus suggests groups struggle withcustomerservicesatisfactionduetolackof human touch Angelica, A. (2012, May 23). Service index for organizationscorresponds toaverage$240 million increases
inthemarketplace(Karimi et al., 2001). Information Technology (IT) based service is causing
adropindefectiontocustomerinthefinancialservicesectorduetodissatisfactionwithquality
ofservicedeliver.Servicerelatedjobsreplaced"by technology" toimproveefficiency. Routingserviceto anautomationfacilityminimizesserviceexpensesto anagentAdkins, Thornton, &lake(2009).Thestudywillexamine centralphenomenonexistwhenNorth Carolina toimproveefficienciesthebusinessindustryusesautomationsystemstoreplacethehuman
touch(HT).
The Effects of Information Technology Automation have on Customer Service and Unemployment
Final Draft of Doctoral Study Proposal
By
Bab. Harris (Hunter Harris)
MS, American InterContinental University, 2012
BS, American InterContinental University, 2011
Doctoral Study Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Business Administration
Walden University
May 2014
Table of Contents
Section 1: Foundation of the Study…………………………………………………... 6
Background of the Problem………………………………………………………...…6
Problem Statement ……………………………………………………………………7
Purpose Statement ………………………………………………………………….....7
Nature of the Study………………………………………………………………...….8
Research Question………………………………………………………………...…. 9
Interview Question………………………………………………………………..…..9
Conceptual Framework…………………………………………………………...... 10
Theoretical or Conceptual Framework………………………………………….…....10
Review of the Literature…………………………………………………...………....11
General business problem…………………………………………………………….11
Summary and Study Conclusions………………………………………………….....12
References………………………………………………………………………….....13
References Continued ………………………………………………………………..14
Section 1: Foundation of the Study
Informationtechnology haschangedhowbusinessesinteractwith their customers
insearchforinnovativewaystoexpandtheirprofits.AccordingtoGoetzmann,
Lingfeng, and Rouwenhorst(2005)businessindustryoftenrelocate their operations to other countries to enter globalmarkets.Thecurrentsubtletiesof computer-generated customer service automation are different from outsourcingorthetraditionalface-to-face customer relations.
Understandingthesestrategiesmay not beenough;technicalsystemsusedtypically to perform customer service and other task. These projects end in failure without competing targeted objectives(Gratton Et. al. 2007).
Thequalitative, phenomenologicalstudyidentifiedbydistinguishingtraitsthat will assist in
approachesusedtodetermineifinformationtechnologyinfluencelowerretentionrate,fewer
profitsandaugmentedunemployment.
Background of the Problem
Retailbusinessescontinuetoexpandusinginformationtechnology to increase competence
intheglobalmarket.Thecumulativeuseofcomputerizedcustomerservicesystemshasmore
than 1 out of 5personsunemployed (Bureau of Labor, 2012). The study suggests if information
technologycontinuesto replacement the human touch with automation avatar beings the
possibilityoftraditionalface-to-facebusinesstransactionswillbecomenon-existence intheworkplaceaccordingsaidAngelica, (2012, May 23).
Furthermore,thestudysuggeststhepracticeofcomputerizedfacilitysystemsinthebusiness
industry,reductionofpurchaserretentionrateandintensifyingtheunemploymentrate.
Asof June 2013,morethan seven millionpeopleare without ajobthat ismorethan beforethestartoftherecession. Sincethistime,theUnited States of America’s Gross Domestic Productindicatorishigheratthemomentthanpreviouslythestartof 2008recession(Forbes, 2011).
Problem Statement
(Goetzmann, et al. 2005)suggestthatinformationtechnology hasimpactedglobalmarkets. Currentlyunemploymentrateis 14.6% (Bureau of Labor, 2012) efficiencies improved with the
useof Information technology intheretailbanking,departmentstoresandstocktrades, "however"losttheconsumermarket.Thispaperwillintroducethedisparitythatexistswhenindustrybusinessesuseautomationfacilitytoreplacethehumantouch.Theresearcher willaddresswhileexperiencingserviceproblemsthatexistinusageautomation.
Purpose Statement
Thepurposeofthisstudyis to explore the central phenomenon that exists in the usage of information technology.PerformanceindustryunderstandsthedisparitythatexistswhenNorth Carolina Businessesuseautomationsystemstoreplacethehumantouch.Usinga qualitative
researchmethod,thisstudywill,explorethecentralphenomenononemploymentrates. In this
phenomenological qualitativestudy,theresearcher will investigate in what way consumer
automationfacilityhasreplacedmanuallabor.
Upsurgeunemploymentrateshavecausedreductionsjobopportunity.Theresearcher willinterviewaretailbusinessmanager, at her place of employment or an available conference room. Theresearcher willalsointerviewelderlyconsumer, at he or she place of employment or availableconferenceroomat alocalchurch.
Byusingthelessons learnedconceptthat can further lead to the generation of new strategies
andthedevelopmentofnewprogramstogethumansbacktowork. Qualitativeresearch method
inthisstudywillapproachandexplorethecentralphenomenonthatexistintheusageofinformationtechnology 'incustomerserviceandperformanceindustry”. Inthisstudy,theresearcher willexploretechnologywhencombinedwithmanualteamssignificant improve service quality.
Theresearcher will describe the intent of the investigation based on organizational focus on the
skills employers’ want and the businesses perspective replication.
Nature of the Study
Theresearcher willdescribetheintentoftheinvestigationbyaskingprobingquestions: Arethecommunicationchannelsavailabletocustomerswhenorganizationsuseautomationtechnology asopposedtothehumantouch?Asapartoftheresearch, I will ask interviewee’s if they
thinkautomationtechnology hasimpactedthemanagementofservice?
Qualitativetechniquewasmostusefulbecauseitisoftenapartofallprecedingmethods.The
researcher willneedto beveryawareof theirownbiasestomakesurehe/shedo not misinterpret what the interviewer say. The researcher did not select naturalistic observation
qualitativemethod.Theideaofthismethodis to step back from the situation making an effort
not tointerfere.Recently, technology hasallowedresearchers’ to video and audio people yet
theethicsofspyingonpeopleisquestionableandnotacceptableby IRB.
Creswell (2013,pp. 22-45) stated that qualitative studies requires a commitment to engage
inlongpassagesbecause the evidence must substantiate claims and show multiple perspectives.
According to DenzinandLincoln (1994, 2000, 2005, 2011), qualitativestudyis a situation activity that locates theobserverintheworld. Qualitativeresearchconsists interpretive practices that make the worldvisible. Accordingto Dr. Patton (2008) Laureate Education, Inc. media explains Qualitative, QuantitativeandMixed Method Theories. Exploring previous customer experiences thispaperwillanalyze,identify,assistwithunderstandingtheinterviewees mindset.
Research Question
Thisstudyexamines,thenegativeeffectsonretailbusinessesthatuseautomationtechnology as formofcommunicationtoservicetheircustomersasopposedtothetraditionalmethodology.
UsingqualitativemethodI willexplorewhycustomerretention,unemploymentconcernsto determine whentheproblemcametoexistence? Theresearcher will systematically examine various databases toexploredifferedconceptsthat willsuggestpositiveoutcome
Interview Questions
1. How does increase in technology effect unemployment rate?
2. What is the impact?
3. How does high unemployment have long-term effects on the global economy?
4. How has information technology effect’s the stock exchange?
5. How has information technology effect’s the retail marketplace?
6. How will you rate the effectiveness of customer service and profitability?
7. How have the service levels influenced your decision about your choice to do business with corporations that do not use humans?
Theoretical or Conceptual Framework
Theconceptualframeworkwillexploreinformationtechnologyservicepatternsandunemploymentinrelationtoautomation. Inthetheoryof geographic dispersedorvirtualsystemon onehandsavesspaceandorganizeboundaries.Virtual teamssuggestthat current literature and directions for future research database would advance information systems. Deficiencyincommunicationis a disadvantage to retail customer service where automation
systemfailure. Interactionof communicationstoolstoempowerautomationservice.
Hambley, O’Neil,andKline (2007)foundthatvirtualsystemsrequirenewwaysofworking
across boundariesthroughsystems,processes, technology,andpeople. Technology requires effective leadership despite the widespread increase in automation teams hasbeenrelativelylittlefocusontheroleofvirtualteamleaders.
Tan,Bishu, Muralidhar,andMeyer (2001) found that consistent training to improve team performance. Technologicalskillsshould be diverse to resolve conflict among the team and more
importantthecustomertolowerretention.
Review of the Literature
Technologyacceleratesrapidlywith acclaimedefficiency. TheResearcher would examine the
averagecustomerservicebusinessmodeltounderstandexpectation.Theliteraturewillexploreasimpleoutlineofquestionstodetermineavailableresearch. The framework’
Theframeworkintheliteraturereviewwilluseprojectedfuturetrends. Theliteraturereviewis
consistentwiththestudythatprovidesdemographicsrelevanttothisstudytopic. Of the fifteen sourceslistedeachsubstantiate a primary review associated with the research problem statement
andtopic.
Excessive hold patterns, key prompts with no tabs pertaining to customer’s current issues resultsmakesaclearstatement.TheResearcherproblemstatementis a growing concern
andwillneedto be addressed in moving forward. Projection provides trends in the literature,
differentaspectspertainingtothetopicframeworkandconsistencies. Thefocusis onretailbusiness,customerservicepatternsandunemploymentinrelationtoautomation.
Aspectsofvarioustopicswillsuggestthatautomationis not one hundred percent effective.
Theuseofautomationinthecustomerservicesectorstillrequiresthehumantouchtosatisfyandretaincustomers.Businesseswhoarewillingtohireahumantooperatetheautomation
customerservicesystemsduring peak time for customer service. Automation systems for usage intheoffpeaktimestoeliminateovertimeandpromotefamilyquality(U.S. Dept. Labor, 2012) toreplacethehumantouch.
Generalbusinessproblem
Thispaperwillintroducethedisparitythatexistswhenbusinessindustryuseautomationsystemstoreplacethehumantouch.Theresearcher will address while experiencing service problems that exist in usage automation. This case will influence strategies of the researchers collective
designandmethodology (Creswell, 2009).
SummaryandStudy Conclusions
Inconclusion,theresearchersproposedqualitativestudieswillrepresentadescriptionofthe
technology acclaimed efficiency. This research design fulfills the need for qualitative will explore theroleforfuturedirectives of unemployment and better customer service.
Thefocusofthisstudywilladdress,identify,andassistwithunderstandingthesocialeconomics
derivedfrom technology andautomationhumansintheworkplace.
ThisphenomenoncontinuestoposeamajorthreattofinancialsecurityandourabilitytosupporttheincreasingunemployedAmericans. In anefforttoimprovethesystem,theresearcher will beexamining‘Unemployed American People Fairness Work Act.’
References
Angelica, A. D. (2012,May 23). ‘Avatars’ to replace humans at NYC area airports. Kurzweil accelerating intelligence. Retrieved from http://kurzweilai.net/avatars-to-replace-humans-at-nyc-area-airports.
Adkins, G., Thornton, T., & Blake, K. (2009). A content analysis investigating relationships
waldenulibrary.org/ http://search.ebscohost.com
Ashta, A., & Patel, J. (2013). Software as a service: An opportunity for disruptive innovation in
the microfinance software market.Journal of Innovation Economics, (1), 55-82.
Creswell, J.W. (2009). Research design: A qualitative, quantitative, and mixed method approaches (3rd ed.) Thousand Oaks, CA: Sage.
Creswell, J.W. (2013). Qualitative inquiry & research design: Choosing among five approaches (2nd ed.), pages 22-45. Thousand Oaks, CA: Sage
Denzin, N. K., & Lincoln, Y. S. (1994,2000,2005, 2011). The sage handbook of qualitative
research (4th.ed.). Thousand Oaks, CA: Sage
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University of Chicago, press, vol. 78(1), pages.1- 38, January.
Hambley, I., O’Neil, T., & Kline, J. (2007). Virtual team leadership.Perspectives from
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Laureate Education, Inc. (Producer). (2008). Virtual Theory, [Video webcast].
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Myers, C. (2009). Will a Machine Replace You? Retrieved from http://www.forbes.com/2009
Tan, Bishu, Muralidhar, and Meyer (2001). Design improvement through user testing.
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pages. 1181-1285
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http://www.bls.gov.
Walden University. (2011a). Doctoral study rubric. Minneapolis, MN: Retrieved from
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Walden University. (n. d.). Small-Scale Qualitative Research Project: Interview Guide Template
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William N. Goetzmann & Lingfeng Li & K. Geert Rouwenhorst, 2005. "Long-Term Global
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