Grocery America Case Study

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Register to read the introduction… Employees fear for their jobs during these times as Grocery America continues to struggle and unemployment rates rise. Not only do they fear their organization will fail, they fear not being able to find another job at all. Stockholders fear for the money they have invested in Grocery America and can only hope they recover some of what they have already lost. Customers have a vested interest in Grocery America’s survival as they would reap the benefits of the positive changes that are to be made. Conversely, other grocers hope for Grocery America to continue in its decline as it would lessen the competition and increase their market share. Lastly, the community is positively affected by the economic push retail grocery competition provides by stimulating growth.
Research Questions In order to solve the problem at hand Grocery America must conduct research that will help answer the following questions:
1. How do customers feel about the company’s current state of customer service?
2. What aspects of customer service can be improved in order to help make Grocery America the customer’s number one choice for grocery shopping?
3. Is Grocery America correct in assuming that customer service is the most influential factor in choosing a grocer?
4. What do customers appreciate about Grocery America that …show more content…
For this exercise, the need arose to determine the best technique to use that will provide information on customer service as it correlates to the measurements and data we have chosen. Additionally, the determination will need to be made as to how the dependent variables, which are the customer service ratings, are affected by the data collected during the sampling process.
The most sophisticated tool we can use that will give us a true picture of the relationships is the correlation and multiple regression formula. Utilizing the multiple regression tool will give inferences about overall customer service ratings including the following: relationships between customer service ratings, which are the independent variable and sales and customer satisfaction, which is the dependent variable. Included would also be relationships between customer service ratings and the differing effects of gender as well as how customer service affects people at different distances from the store as well as other variables set out in the sampling

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