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Adapting research methodology during COVID-19: lessons for transformative service research
Journal of Service Management ( IF 10.6 ) Pub Date : 2020-07-17 , DOI: 10.1108/josm-05-2020-0153
Sarah Dodds , Alexandra Claudia Hess

Purpose: Coronavirus disease 2019 (COVID-19) has created a challenging, yet opportunistic, environment in which to conduct transformative service research (TSR) and assess research methodology. The purpose of this paper is to evaluate and gain important new insights of a group interviewing method with vulnerable people and their support group, adapted and transferred online during COVID-19. Design/methodology/approach: This research examines the experiences of 35 participants (nine family groups composed of parents and young people), involved in a research project that explores a sensitive topic, youth alcohol consumption and family communication, that was moved online during lockdown. Researcher reflections on running group interviews face-to-face prior to COVID- 19 and online during lockdown are included in the data. Findings: Thematic analysis of participant interviews and researcher reflections reveals four key benefits and three limitations of online group interviews with vulnerable people and their support group. The benefits include being comfortable, non-intrusive and safe; engaging and convenient; online communication ease and easy set-up. The limitations relate to lack of non-verbal communication, poor set-up, and privacy and access issues. Practical implications: The global environment is uncertain and being able to implement effective qualitative research online is essential for TSR and service research in the future. This paper provides a step by step procedure for an innovative online group interviewing technique that can be used by TSR and qualitative service researchers. Originality/value: Conducting research during a pandemic has provided unprecedented insights into qualitative research approaches and methodology. This paper contributes to literature on service and TSR methodology by providing a framework for researchers to investigate vulnerable groups online in an effective, safe and non-intrusive way. The framework also has the potential to be applied to other service contexts.

中文翻译:

在COVID-19期间适应研究方法:变革性服务研究课程

目的:2019年冠状病毒病(COVID-19)创造了挑战性但机会主义的环境,可在其中进行转化服务研究(TSR)和评估研究方法。本文的目的是评估和获取弱势人群及其支持者的小组访谈方法的重要新见解,这些访谈在COVID-19期间进行了在线改编和传播。设计/方法/方法:本研究调查了35个参与者(由父母和年轻人组成的9个家庭组)的经验,该研究项目探讨了一个敏感主题,青少年饮酒和家庭沟通,并在锁定期间转移到网上。数据包括研究人员对COVID-19之前的跑步小组面试以及锁定期间在线进行的访谈的思考。发现:对参与者访谈和研究人员思考的主题分析揭示了与弱势群体及其支持者进行在线小组访谈的四个主要好处和三个局限性。好处包括舒适,不打扰和安全;参与和方便;在线交流变得容易且易于设置。这些限制与缺乏非语言交流,设置不当以及隐私和访问问题有关。实际意义:全球环境不确定,并且能够在线进行有效的定性研究对于将来的TSR和服务研究至关重要。本文为创新的在线小组面试技术提供了逐步的过程,TSR和定性服务研究人员可以使用该技术。创意/价值:在大流行期间进行研究为定性研究方法和方法提供了前所未有的见解。本文通过为研究人员提供一种有效,安全且非侵入性的在线调查易受害群体的框架,为有关服务和TSR方法论的文献做出了贡献。该框架也有可能应用于其他服务环境。
更新日期:2020-07-17
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