Deductive Reasoning in Post-Purchase Shipping and Customer Experience - Essay Sample

Introduction

Cao, Aijan, & Hong (2018) have used the deductive reasoning as the research method approach in their work in which they aim at coming up with a specific confirmation from a general theory that they refine using specific hypothesis. They have used the deductive approach in which they are starting with the theory, then stating the hypothesis and testing it to confirm its impact in the long run. In this case, the theory is based on the post-purchase shipping as well as experience that customers receive while using the online platform to do online shopping. The hypothesis that Cao, Aijan, & Hong (2018) are testing states that “positive customer services are directly linked with customer satisfaction.”

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Cao, Aijan, & Hong (2018) have used deductive reasoning in this research because they intend to fill the gap that exists in the customer satisfaction and positive customer services offered through online shopping. They have settled on the deductive research method because it gave them not only the opportunity to find the existing gap theoretical but also to test the hypothesis by interviewing some of the online customers and find out their views regarding the stated hypothesis. It is through this method that they were able to conduct a survey using a total of 395 customers and control variables to justify their hypothesis.

I agree with the choice of the deductive method in this research. It is because there are dynamics that keep on changing online shopping, and the link between customer service and positive customer satisfaction can only be achieved by an interview the consumers to get the first-hand information. Indeed, the set hypothesis and deductive method approach used in this case matches it and thus, correct for the study.

Second Study by Olsson, A., B. Paredes, K. M., Johansson, U., Olander Roese, M., & Ritzén, S. (2019)

Olsson et al. (2019) used inductive reasoning in this article, and in the process, they were making generalizations as well as theories using specific observations. In this study, Olsson et al. (2019) are analyzing the organizational climate influence in line with creativity and innovation and uses it to assess the innovation impacts and effects for services offered to retailers. They used the mixed-methods technique in coming up with the overall effects of organization climate in innovation as well as creativity among the retailers.

The inductive research approach is vital for this case since it shows the importance of engaging and using innovative and creative approaches in retail organizations. It enables Olsson et al., (2019) to conduct a survey and theoretical analysis and come with the generalization that innovation is key in the organizational climate and helps the retailers to deal with the current challenges in the business set up.

Even though Olsson et al., (2019) used the inductive approach in coming up with the generalization that innovation is a key aspect in the organizational climate, I tend to differ with the approach as a suitable technique in this research. To me, they ought to have used the deductive method and come up with the precise innovation techniques that should be employed in an organization and appraise the statistics to establish their impacts on the cash flow and revenues.

References

Cao, Y., Aijan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction. Asia Pacific Journal of Marketing and Logistics, 30(2), 400-416. https://doi.org/10.1108/APJML-04-2017-0071

Olsson, A., B. Paredes, K. M., Johansson, U., Olander Roese, M., & Ritzén, S. (2019). Organizational climate for innovation and creativity–a study in Swedish retail organizations. The International Review of Retail, Distribution and Consumer Research, 29(3), 243-261. https://doi.org/10.1080/09593969.2019.1598470