I'm so excited to have Jordanne as my thesis mentor throughout my final year at UOIT. Her knowledge, patience and experience have already proven to be an amazing support and sounding board for me.
We had our first official meeting tonight and I have learned so much already. I really feel like I have a focus towards my research question and we discussed quite a few areas and next steps and I've jotted them down so I remember them as I move through this process.
My initial attempt at a research question is: "Do virtual interactive scenarios for customer service training directly improve customer
satisfaction within a financial institution?"
Jordanne suggested that I may need to play with the term 'virtual interactive scenarios" as it may not be described as that in the research materials. She did say that she totally understands what I mean by it, but that doesn't mean there isn't a fantastic article or book that would fit my criteria but is phrased differently and I would miss it during a search if I didn't expand my search criteria. Some possible suggestions were: case based scenarios, role play, interactive scenarios.
Next Steps:
My next steps are to determine my theoretical framework. I'm going to check into some past class notes to see what we have worked on in the past as I'm pretty sure something we have already covered most likely works best as the lens for my framework. We discussed Dewey and Kolb's Experiential Learning or even Constructivism. Could these scenarios be PBL based?
I was provided a link to some examples of MA thesis':
https://ir.library.dc-uoit.ca/simple-search?query=%09Education+and+Digital+Technologies&submit=Go
I need to define my key terms but I don't really know what those are or will be until I get a bit further along in the process. Perhaps once I finalize my research question I will know more definitively what the terms are. Right now, I'm considering interactive scenarios and theoretical specific framework. There are no minimum or maximums for these key terms, I simply need to make sure that I don't miss any in my proposal, whether there are 3 or 8.
I also need to include a few current articles in the introduction as references.
OK, bring it on!!!
We had our first official meeting tonight and I have learned so much already. I really feel like I have a focus towards my research question and we discussed quite a few areas and next steps and I've jotted them down so I remember them as I move through this process.
- I'm going to focus on Financial services and trust companies
- I'm going to use online virtual scenarios - customer service training
- I'm going to measure customer satisfaction
- I'm going to measure it by reduced complaints, the purchase of multiple products, duration of client with company and references
- I will measure complaints year over year, a decline against overall portfolio – complaint ratio declines
- I will measure multiple products – by looking at the average number of products per person, or dollars per person
- I have no idea how I will measure duration
- I have no idea how I will measure references, perhaps by tracking a campaign? (Perhaps I will forget about this one down the road)
My initial attempt at a research question is: "Do virtual interactive scenarios for customer service training directly improve customer
satisfaction within a financial institution?"
Jordanne suggested that I may need to play with the term 'virtual interactive scenarios" as it may not be described as that in the research materials. She did say that she totally understands what I mean by it, but that doesn't mean there isn't a fantastic article or book that would fit my criteria but is phrased differently and I would miss it during a search if I didn't expand my search criteria. Some possible suggestions were: case based scenarios, role play, interactive scenarios.
Next Steps:
My next steps are to determine my theoretical framework. I'm going to check into some past class notes to see what we have worked on in the past as I'm pretty sure something we have already covered most likely works best as the lens for my framework. We discussed Dewey and Kolb's Experiential Learning or even Constructivism. Could these scenarios be PBL based?
I was provided a link to some examples of MA thesis':
https://ir.library.dc-uoit.ca/simple-search?query=%09Education+and+Digital+Technologies&submit=Go
I need to define my key terms but I don't really know what those are or will be until I get a bit further along in the process. Perhaps once I finalize my research question I will know more definitively what the terms are. Right now, I'm considering interactive scenarios and theoretical specific framework. There are no minimum or maximums for these key terms, I simply need to make sure that I don't miss any in my proposal, whether there are 3 or 8.
I also need to include a few current articles in the introduction as references.
OK, bring it on!!!