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Res/320 - Foundations of Research

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Team Literature Review Assignment
RES/320 Foundations of Research
April 4, 2011

Executive Summary The literature review essay attempts to assess secondary information sources on the aspect of customer satisfaction within the Wal-Mart Corporation. The problem statement clarifies the operations of Wal-Mart in which the company undertakes measures in maintaining a large customer base, excellent products and services, and a satisfied stakeholder foundation. The main body of the literature review commences with a quick history of consumerism and customer satisfaction and the effects of proper implementation. Various secondary sources examine survey and questionnaire reliability, deciphering such information, along with the positive and negative effects of proper evaluation of said questions. The essay shifts to customer satisfaction within The Wal-Mart Corporation coupled with opinionated and factual information on the corporation’s efforts concerning research and execution of the survey outcomes. Entailed in the literature body is an examination of internal factors such as Wal-Mart’s facts and figures, statements from the founder of the company Sam Walton, and details from store surveys. External factors include an outside perspective of Wal-Mart into the company’s research design, proper use of surveys, sources on research and how properly to conduct sound questionnaires. The research design entails qualitative phone surveys, written surveys done at the store, and external research from outside sources and the Methodology explains what type of research used in compiling the literature body. An examination of the expected results and analysis explain what was anticipated from the research discoveries and finally the assignment ends with the expected conclusions and recommendations.

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