Desarrollo de un vínculo afectivo y solidario entre la naturaleza y

As discussed in the research methodology chapter, two research methods were adopted to collect the data: interview to the double with the practice participants and in-depth interview with the practice observers. Generally, interviews can be categorised in three ways: open (unstructured), structured and semi-structured (Bryman and Bell 2011; Fisher and Buglear 2010). In this case, the

researcher chose semi-structured interviews, which allow interviewees to express themselves freely in describing an incident in their own words (Fisher and Buglear 2010); at the same time, however, the researcher can guide the interviewees through pre-set open questions, which allows the researcher to focus on areas of interest (Fisher and Buglear 2010). As there are two different interview types, the researcher developed a different interview guide for each to ensure that all themes identified in the literature review were covered.

4.3.1 Development of Interview Guide for the Interview to the Double

The interview guide for the interview to the double (see Appendix A) was developed in line with the research objective: to explore and determine the effects of various police social structure aspects and managerial action on front-line employees’ service recovery performance. Moreover, the interview to the double interview guide was designed to allow for the researcher’s immersion in the field of the researched practice and learning about respondents’ experiences (the empirical) in order to gain insight into events in the domain of the actual. Therefore, the interview to the double interview guide contains two main parts.

In the first part, the interview questions are based on the main themes identified in the literature review and organised by priority and interest (Fisher and Buglear 2010) (see section 2.11). Although these questions were prepared, further supplementary questions could be asked when elaboration was needed. According to Silverman (2013, p. 204), an interviewer usually has “a prepared set of questions, but these are used only as a guide, and departure from the guidelines are not seen as a problem but are often encouraged”. The researcher prepared open-ended and indirect questions and appropriately sequenced them. Open-ended questions avoid directing an answer, while indirect questions help the interviewee feel more at ease with sensitive topics. Several introductory questions helped build rapport with interviewees and were then followed with several deeper questions that helped identify the experiences and events and to look for evidence related to the causal mechanisms.

In the second part, the interviewees were asked to provide detailed instructions to a “double” imagined to take their place at work the next day. The instructions they provided were required to contain relational and social elements, rather than simply “cold” details. These instructions were based on the interviewees’ daily work, where the interviewee might deal with unsatisfied customers. The three different scenarios that were offered, based on some of the common causes of customer complaint against DTP, are as follows:

• An unsatisfied customer asked you “Why it is taking so long to be served?”

• A customer (whom you served an hour ago) came back to you, complaining that you made a mistake.

• A customer (who was served by another employee) came back to you, complaining that a mistake was made by the other employee.

The interviewees were given the time necessary to think about each scenario as well as the option to write down the instructions and review what they had written. Based on these instructions, the researcher could ask further questions when elaboration was needed. According to Nicolini (2009, p. 200), “the double only interjects to ask essential questions of clarification aimed at eliciting further description (‘how would you do it’, ‘what do you mean’, ‘when’, ‘in which case’ and never ‘why’ and ‘how come’)”.

4.3.2 Development of Interview guide for the In-depth Interview with Practice Observers

As with the interview to the double, the interview guide for the in-depth interview with practice observers (see Appendix B) was developed in line with the research objectives.

Planning an interview first requires determining and prioritising areas of interest (Fisher and Buglear 2010); therefore, the interview questions were based on the main themes identified in the literature review (see section 2.11). Moreover, the interview guide was developed to allow the researcher identify the experiences and events and look for evidence related to the causal mechanisms, which helps in understanding the researched phenomena. The practice observers were asked to explain some of the instructions to the double (provided by the practice participants during the interview to the double), which, along with the experiences gained by the researcher during the interview to the double, allowed the researcher to look for evidence related to the causal mechanisms.

4.3.3 The Validation of both Interview guides

As part of the ethical requirements at NTU, the researcher sent both interview guides to his academic supervisors for verification. The researcher used this verification to also ensure that the questions were compatible with the research objective and methodology. The subsequent feedback was used to develop the final versions of the interview guides. Supervisor feedback included adding/modifying questions to ensure that the interview guides cover the main themes identified in the literature review and the research objectives.

4.3.4 Conducting the Interviews

All interviews with practice participants and observers were conducted in Arabic in a DTP office at the interviewees’ workplace and lasted between 20 and 45 minutes. With the explicit permission of the interviewees, all interviews were recorded to ensure accuracy and allow for reliability checks (Silverman 2013).

In addition, the researcher took some handwritten notes during and after the interviews, which were mostly used to remind the researcher of interesting comments made by the interviewees. Moreover, the researcher obtained written permission for follow-up interviews if clarification was needed from interviewees (no follow-up interviews have taken place).

4.3.4.1 Conducting the Interview to the Double

The interviews to the double with practice participants were conducted first. As stated in sub- section 4.3.1, interviews with practice participants consisted of two parts. In the first, the practice participants were asked to reflect on their experiences dealing with unsatisfied customers by answering questions in their own words. Although the researcher posed the set of questions in the interview guide, he asked further supplementary questions based on interviewee responses and the need for elaboration.

In the second part, interviewees were asked to provide detailed instructions to a “double” imagined to take their place at work the next day for three different scenarios in which the double had to deal with unsatisfied customers. The interviewees were not interrupted in this task. Moreover, some interviewees took the option of writing down their instructions to the double.

4.3.4.2 Conducting the Interview with the Practice Observers

Second, in-depth interviews with practice observers were conducted. The practice observers reflected on their experiences of how front-line service employees deal with unsatisfied customers by answering the questions in their own words. Although the researcher posed the set of questions in the interview guide, he asked further supplementary questions based on interviewee responses and the need for elaboration. Moreover, the researcher asked the practice observers several questions based on the analysis of the instructions to the double, provided by the practice participants during the interview to the double.