Operationalizing constructs in research methodology

Operationalizing Constructs

Business

The subject of the paper is to evaluate the nature and quality of the processes used to develop conceptual definitions and measurable items in two articles that are examples of research. Each study has a specific model and method serving as framework within which to conduct the research and to analyze the data gathered. Conceptual definitions are not entirely spontaneous. The kernel of the idea upon which they are founded may be, but at every stage of research there are processes, including processes for development conceptual definitions. Conceptual definitions must be refine and clear both for the researcher and the reader. Furthermore, the measureable items and variables in any study should be clearly defined and there should be appropriate time taken to develop those items. Therefore to notice and evaluate such aspects in professionally conducted studies is relevant and useful. The paper concludes that while each study has unique processes for developing conceptual definitions and measurable items, the Detert et al. article proves more effective overall.

In the Chen et al. article, (2009), the research model and methodology used is directly derived from the theories of Churchill (1979), making their processes a referent to earlier readings immediately. The authors endeavor to understand the best methods by which to manage customer relationships. They decide to use a process-oriented model. The article describes the history and context of IT with respect to customer relationships, providing background as to why relationship management of customers is worthy of study in general. They then inform readers by what method they will conduct the study and by which process they will develop (and analyze) their conceptual definitions and measurable items within the study: a process-oriented model. The logic of this kind of model may be apparent to some readers as they are primarily concerned with relationships with customers. A great way to understand and manage customers is to understand the customers' experience from the customer perspective. Understanding or going through and experience is a type of process; therefore, there is some sense in using a process-oriented model for the study.

The authors write that their work supports the trend to divert more close attention to the customer and how the customer experience as well as customer relationship management affects organizational culture and productivity. Chen et al. contend for the validity and practicality of the CRM. They praise the integrated approach to the model, claiming that it provides a practical approach that seems able to stand the test of time and changes in the industry with moderate modification. (Chen el al, 2009) They also praise the ability of the model to integrate into a number of business models with relative ease to the organization. With use of the process-oriented model, business operations including customer relationship management see a great deal of accuracy, efficiency, and easy access.

Detert and Edmonson (2011) integrate and use two processes by which to develop conceptual definitions and measurable items. Therefore, the ideas and methods used in this article are more closely related to the earlier reading by MacKenzie et al. (2011) regarding the integration and implementation of both new and existing techniques for construct operationalization. The authors' openly admit to their approach of integrative techniques and they also directly state their intent to use a phenomenological approach. Upon reading the first article, a reader familiar with phenomenology may have expected to see this kind of approach. The authors circuitously reference and use phenomenology without outright saying it. The authors of the second article state the approach directly, which adds clarity and a great contextual definition to their study. Phenomenology is the explanation and validation of structures of consciousness, such as experience and expression from the first person perspective. It validates the truth and variation in individual subjectivity. The subject of their study is the employees' voice and silence in the workplace. The authors conclude that the use of multiple theories, including implicit voice theories, to operationalize conceptual definitions, measurable items, and organizational hierarchies is effective. They found that the data and the interpretations from the use of an integrated approach were complementary and illuminating. While the data from simply one technique would have been useful, the integrated technique of operationalizing constructs helps the authors contextualize their work and made valid predictions in the field as well as for future research. (Detert et al., 2011)