1. Mock Action Research Proposal Presentation Veronica Bailey EDU 671 Lisa Reason

2. Area of focus statement My area this is customer service and how it affects the working atmosphere for patients and medical staff. My area this is customer service and how it affects the working atmosphere for patients and medical staff.

3. Related literature The related literature has provided enough information and data for me to precede my research by asking the right questions.

4. Define the variables Patients Patients Medical Staff Medical Staff Between the ages of 18 to 60. Between the ages of 18 to 60.

5. Research questions What is customer service? How can customer service change the work environment? What are the necessary steps that are needed to provide exceptional customer service?

6. Description of intervention or innovation My proposal intervention is to find a way to apply customer service to patients and medical staff and provide them with a comfortable transition from combining two departments into one My proposal intervention is to find a way to apply customer service to patients and medical staff and provide them with a comfortable transition from combining two departments into one

7. Data collection & Data analysis and interpretation phase 1- collects surveys and questionnaires from patients and medical staff phase 1- collects surveys and questionnaires from patients and medical staff phase 2- set up focus group to discuss survey and questionnaires with medical staff and brainstorm ideas that can improve customer service. phase 2- set up focus group to discuss survey and questionnaires with medical staff and brainstorm ideas that can improve customer service. phase 3- present brainstorm ideas such as workshops, classes, or meetings to discuss improving customer service, to supervisor. phase 3- present brainstorm ideas such as workshops, classes, or meetings to discuss improving customer service, to supervisor. Phase 4- take action upon approval. Phase 4- take action upon approval.

8. Data consideration With data consideration be sure to have : With data consideration be sure to have : Consent forms Consent forms Accurate information Accurate information An understanding of the people's legal rights. An understanding of the people's legal rights.

9. REFERANCE Business Wire. (July 02, 2014). Creating Better Customer Journeys is the Goal of the Customers Service Experience Conference. Press Release; Business Wire, A Berkshire Hathaway Company. Retrieved http://www.marketwatch.com/story/creating-better-customer- journeys-is-the-goal-of-the-customer-service-experience- conference-2014-07-02 Business Wire. (July 02, 2014). Creating Better Customer Journeys is the Goal of the Customers Service Experience Conference. Press Release; Business Wire, A Berkshire Hathaway Company. Retrieved http://www.marketwatch.com/story/creating-better-customer- journeys-is-the-goal-of-the-customer-service-experience- conference-2014-07-02 Landrum, R. E. (2013). Research design for educators: Real- world connections and applications. San Diego, CA: Bridgepoint Education, Inc. Landrum, R. E. (2013). Research design for educators: Real- world connections and applications. San Diego, CA: Bridgepoint Education, Inc.Research design for educators: Real- world connections and applicationsResearch design for educators: Real- world connections and applications Mills, G. E. (2014). Action research: A guide for the teacher researcher (5th ed.). Boston, MA: Pearson Education, Inc. Mills, G. E. (2014). Action research: A guide for the teacher researcher (5th ed.). Boston, MA: Pearson Education, Inc.

10. REFERANCE Sichtmann, C., Selasinsky, M., & Diamantopoulos, A. (2011). Service Quality and Export Performance of Business-to- Business Service Providers: The Role of Service Employee- and Customer-Oriented Quality Control Initiatives. Journal Of International Marketing, 19(1), 1-22. doi:10.1509/jimk.19.1.1 Sichtmann, C., Selasinsky, M., & Diamantopoulos, A. (2011). Service Quality and Export Performance of Business-to- Business Service Providers: The Role of Service Employee- and Customer-Oriented Quality Control Initiatives. Journal Of International Marketing, 19(1), 1-22. doi:10.1509/jimk.19.1.1 Srivastava, M., & Rai, A. (2013). INVESTIGATING THE MEDIATING EFFECT OF CUSTOMER SATISFACTION IN THE SERVICE QUALITY - CUSTOMER LOYALTY RELATIONSHIP. Journal Of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 2695-109. Srivastava, M., & Rai, A. (2013). INVESTIGATING THE MEDIATING EFFECT OF CUSTOMER SATISFACTION IN THE SERVICE QUALITY - CUSTOMER LOYALTY RELATIONSHIP. Journal Of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 2695-109.