The information gathered cannot be expressed numerically. The information depicts feelings on a nominal scale. Jack is elaborating on his encounter with angry customers. Individual interviews are one of the data collection techniques used, and the study has a broad scope. The respondents are polled using the critical incident method (CIT), which is used to gather data. As a result, the data that was gathered is of a qualitative character.
As a sampling method, Jack employed the Critical Incident method (CIT). This is a method of methodically finding respondents' behaviors. (Sekaran, 2013). The observation focuses on finding the actions thought to influence a firm's success or failure.
Convenience sampling was an appropriate sampling technique because the participants were chosen randomly from wide variety of people. Convenience sampling allows selection of the most accessible population. Convenience sampling is also necessary, as the researcher will select the most resourceful population with rich information.
The strengths vested on convenience sampling include convenience, fast and cheap. However, it is open to researcher’s bias as he chooses the population that pleases him. Hence, the information gathered may not be readily generalizable. Despite this weakness, basing the selection on ethics appropriateness of the researcher, Jack would have used convenience sampling.
Date reduction is the first step in analysis of qualitative data. It is transforming alphanumerical data from an empirical experiment into numerical data. Reduction is done by arranging the data into classes or categories. Jack used seven emotional categories to classify his data. The categories had 20 sub-categories, which are also reduced to 3 negative, and 2 positive emotions. The final sixth category is the cognitive states of physical conditions.
Data display is the second step in analysis of qualitative data. It involves presenting reduced data in forms that readers can interpret easily. These forms include graphs, matrices, charts, and diagrams. These forms are also used to show patterns of data. Jack presented his data in tables.
Drawing conclusion is the last step in data analysis. Here, the researcher interprets the reduced and presented data and make inferences. Conclusions summarize findings showing the success of failure of the study regarding its objective. Jack concluded that negative terms related to angers were mentioned 95 times, which corresponded to 53.37%. Therefore, he concluded that anger is the behavior that was considered by large proportion of respondents.
a) Reliability of data is the context of data that it portrays sufficiency in completeness and free from errors to convince the purpose. Reliable data must be consistency in the degree to which it uses the required codes and ability to be meet test methods. It is the repeatability of research findings if the same study was to be carried repeatedly (Taylor, 2014).
Validity is credibility and usability of collected data. It is the extent of accuracy of collected data to represent a phenomenon. It can be internal or external validity. The ability of data to remain accurate and informative is referred as reliability (Taylor, 2014).
b) Describe how Jack could have paid attention to the reliability and validity of his findings.
Reliability of data is characterized by the methods of data collection and selection of population. Jack should have ensured selection of data using the best methods like Convenience sampling without bias. He selected good phrases and words to describe the requests he made from the respondents. Further, he should have ensured accuracy in recording and analysis. This would have improved reliability and credibility of this study.
It is possible that you experienced several emotions at that moment. Which emotion did you feel the strongest?
____I was angry___________________________
How intense did you experience this emotion?
Not intense at all 1 2 3 4 5 Very Intense
Did you experience any other emotions because of this event? If you did, which emotions and to what extent?
Not intense at all Very Intense
____Disappointment__________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
The data collected above could be arranged in framework characterization of Jack from the greatest anger. Anger was mentioned 95 times. Disappointment was the second emotional behavior that respondents indicated, while others talked about sadness. People who talked about anger subsequently said it led them to sadness. Therefore, they were incorporated to the 82% of the respondents specified with negative emotions.
It is possible that you experienced several emotions at that moment. Which emotion did you feel the strongest?
_____I was blind with rage.___________________
How intense did you experience this emotion?
Not intense at all 1 2 3 4 5 Very Intense
Did you experience any other emotions because of this event? If you did, which emotions and to what extent?
Not intense at all Very Intense
_____It was NOT fair_______________ 1 2 3 4 5
_____Fed up with these people!!!________ 1 2 3 4 5
________________________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
The data can be analyzed in a similar manner to the above in a characterization framework. It indicated the efficiency of and intensity of anger. It can be deduced that this respondent experienced more than one negative emotion. The respondent also experienced more disappointment due to combination of two negative experiences compared to the first respondent. The reaction fits in 69% of respondents with negative emotion.
It is possible that you experienced several emotions at that moment. Which emotion did you feel the strongest?
__Unhappy______________________
How intense did you experience this emotion?
Not intense at all 1 2 3 4 5 Very Intense
Did you experience any other emotions because of this event? If you did, which emotions and to what extent?
Not intense at all Very Intense
_There was nothing I could do.___________ 1 2 3 4 5
________________________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
________________________________ 1 2 3 4 5
The reaction is arranged at third in the rank as arranged by Jack’s classification of sadness. The respondent described negative emotion by utilizing expression of unhappy. The respondent portrays accomplished feelings. It can be presumed that this reaction falls under sadness class. However, rating the feeling in a scale of five indicated that the respondent would not be annoyed excessively. Nevertheless, it still falls under sadness.
References
Sekaran, U., & Bougie, R. (2013). Research methods for business: A skill building approach (6th ed.). Chichester, United Kingdom: Wiley. ISBN: 978-1-119-94225-2.
Taylor, S. J., & Bogdan, R. (2014). Introduction to qualitative research methods: The search for meaning.
