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UNOBTRUSIVE METHODS

Unobtrusive methods do not require the researcher to interact with the people he or she
is studying.
Unobtrusive methods are sometimes used by researchers who seek to understand what people
actually do ,
instead of what they say they do (as in interviews or in questionnaires). Internet
clickstream data exemplify
unobtrusive data. Nowadays, virtually every commercial website monitors traffi c to its
site to collect
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CHAPTER INTERVIEWS 113
INTERVIEWS
A widely used method of collecting data in business research is to interview respondents
to obtain information
on an issue of interest. An interview is a guided, purposeful conversation between two or
more people. There
are many different types of interviews. Individual or group interviews may be unstructured
or structured, and
conducted face to face, by telephone, or online.
Unstructured and structured interviews will be discussed first. Some important factors to
be borne in mind
while interviewing will then be detailed. Next, the advantages and disadvantages of
face‐to‐face interviewing
and telephone interviews are considered and then, computer‐assisted interviews are
described. A discussion on
group interviews concludes this chapter. Managerial implications and ethics in interviews
and other types of
survey research are discussed in Chapter 9 after we have discussed interviews,
observation, and administering
questionnaires in greater detail.
Unstructured and structured interviews
Unstructured interviews
Unstructured interviews are so labeled because the interviewer does not enter the
interview setting with a
planned sequence of questions to be asked of the respondent. A possible objective of an
unstructured interview
is to bring some preliminary issues to the surface so that the researcher can determine
what factors need further
in‐depth investigation. In Chapter 3, in the discussion of the “broad problem area,” we
saw several situations
where the manager might entertain a vague idea of certain changes taking place in the
situation without knowing
what exactly they are. Such situations call for unstructured interviews with the people
concerned.
data on its visitors. Based on the observed behavior of these visitors, it is possible to
develop a thorough
understanding of the website’s customer base. This helps managers to predict likely
future behavioral patterns
but also to anticipate customers’ responses to (future) marketing activities. Like this,
clickstream data
provide managers with a valuable tool to shape their marketing efforts (cf. Park and
Fader, 2004). Scanner
data (data on sales of consumer goods obtained by scanning bar codes of products in retail
outlets) also
provide managers with detailed information about the effects of marketing activities (such
as price promotions)
on sales (cf. Van Heerde, Gupta and Wittink, 2003). Other examples of unobtrusive methods
are the wear and tear of books in a library, which offers a good indication of their
popularity, frequency of
use, or both; the number of different brands of soft drink cans found in trash bags, which
offers a measure
of their consumption levels; signatures on checks exposed to ultraviolet rays, which can
indicate forgery
and fraud; and actuarial records, which are good sources for collecting data on the
births, marriages, and
deaths in a community. These unobtrusive sources of data and their use are important in
research aimed
at understanding behavior. A widely used method of collecting data in business research is
to interview respondents to obtain information
on an issue of interest. An interview is a guided, purposeful conversation between two or
more people. There
are many different types of interviews. Individual or group interviews may be unstructured
or structured, and
conducted face to face, by telephone, or online.
Unstructured and structured interviews will be discussed first. Some important factors to
be borne in mind
while interviewing will then be detailed. Next, the advantages and disadvantages of
face‐to‐face interviewing
and telephone interviews are considered and then, computer‐assisted interviews are
described. A discussion on
group interviews concludes this chapter. Managerial implications and ethics in interviews
and other types of
survey research are discussed in Chapter 9 after we have discussed interviews,
observation, and administering
questionnaires in greater detail.
Unstructured and structured interviews
Unstructured interviews
Unstructured interviews are so labeled because the interviewer does not enter the
interview setting with a
planned sequence of questions to be asked of the respondent. A possible objective of an
unstructured interview
is to bring some preliminary issues to the surface so that the researcher can determine
what factors need further
in‐depth investigation. In Chapter 3, in the discussion of the “broad problem area,” we
saw several situations
where the manager might entertain a vague idea of certain changes taking place in the
situation without knowing
what exactly they are. Such situations call for unstructured interviews with the people
concerned. Suppose that a manager is interested in solving a problem in the work setting.
In order to understand the situation
in its totality, the researcher may interview employees at several levels. In the initial
stages, only broad, open‐ended
questions should be asked, and the replies to them should inform the researcher of the
perceptions of the individuals.
The type and nature of the questions asked of the individuals might vary according to the
job level and type of work
done by them. For instance, top and middle‐level managers might be asked more direct
questions about their perceptions
of the problem and the situation. Employees at lower levels may have to be approached
differently.
Clerical and other employees at lower hierarchical levels may be asked broad, open‐ended
questions about
their jobs and the work environment during unstructured interviews. Supervisors may be
asked broad questions
relating to their department, the employees under their supervision, and the organization.
The following
question, for instance, may be put to them during the unstructured interview stage:
Tell me something about your unit and department, and perhaps even the organization as a
whole,
in terms of work, employees, and whatever else you think is important.
Such a question might elicit an elaborate response from some people; others may just say
that everything is
fine. Following the leads from the more vocal persons is easy, especially when the
interviewer listens carefully to
the important messages that they might convey in a very casual manner while responding to
a general, global
question. As managers and researchers, we should train ourselves to develop these
listening skills and identify the
critical topics that are touched on. However, when some respondents give a monosyllabic,
crisp, short reply that
is not informative, the interviewer will have to ask questions that call for details and
cannot be answered in one
or two words. Such questions might be phrased like the one below:
I would like to know something about your job. Please describe to me in detail the things you
do in
your job on a typical day, from eight in the morning to four in the afternoon.
Several questions might then be asked as a follow‐up to the answer. Some examples of such
follow‐up
questions include:
Compared to other units in this organization, what are the strengths and weaknesses of your
unit?
If you could have a problem solved in your unit, or a bottleneck eliminated, or something
attended to
that blocks your effectiveness, what would that be?
If the respondent answers that everything is fine and she has no problems, the interviewer
could say: “That
is great! Tell me what contributes to this effectiveness of your unit, because most other organizations
usually experience
several difficulties.” Such a questioning technique usually brings the respondent’s defenses
down and makes
him or her more amenable to sharing information. Typical of the revised responses to the
original question
would be something like, “Well, it is not that we never have a problem; sometimes there is delay
in getting the jobs
done, crash jobs have some defective items, . . .” Encouraging the respondent to talk about
both the good things
and those not‐so‐good in the unit can elicit a lot of information. Whereas some
respondents do not need much
encouragement to speak, others do, and they have to be questioned broadly. Some
respondents may show reluctance
to be interviewed, and subtly or overtly refuse to cooperate. The wishes of such people
must be respected
and the interviewer should pleasantly terminate such interviews.
Employees at the shop‐floor level, and other nonmanagerial and nonsupervisory employees,
might be asked
very broad questions relating to their jobs, work environment, satisfactions and
dissatisfactions at the workplace,
and the like – for example:

What do you like about working here?


If you were to tell me which aspects of your job you like and which you do not, what would
they be?
Tell me something about the reward systems in this place.
If you were offered a similar job elsewhere, how willing would you be to take it and why?
If I were to seek employment here and request you to describe your unit to me as a newcomer,
what
would you say?
After conducting a sufficient number of such unstructured interviews with employees at
several levels and
studying the data obtained, the researcher would know the variables that needed greater
focus and called for
more in‐depth information.
This sets the stage for the interviewer to conduct further structured interviews, for
which the variables will
have been identified.
Structured interviews
Structured interviews are those conducted when it is known at the outset what information
is needed.
The content of a structured interview can be prepared in advance, and usually consists of:
● an introduction: the interviewer introduces him‐ or herself, the purpose of the
interview, assures confidentiality,
asks permission to record the interview;
● a set of topics (usually questions) in a logical order: first “warm‐up” questions
(which are easy to answer and
non‐threatening) and then the main questions covering the purpose of the interview;
● suggestions for probing questions (Box 7.2 ): follow‐up questions that are used when the
first answer is unclear
or incomplete, the interviewer does not fully understand the answer, or in any other case
where the interviewer
requires more specific or in‐depth information.

As the respondents express their views, the researcher notes them down. The same questions
will be
asked of everybody in the same manner. Sometimes, however, based on the exigencies of the
situation,
the experienced researcher might take a lead from a respondent’s answer and ask other
relevant questions
not on the interview protocol. Through this process, new factors might be identified,
resulting in a deeper
understanding. However, to be able to recognize a probable response, the interviewer must
comprehend
the purpose and goal of each question. This is particularly important when a team of
trained interviewers
conducts the survey.
Visual aids such as pictures, line drawings, cards, and other materials are also sometimes
used in conducting
interviews. The appropriate visuals are shown to the interviewees, who then indicate their
responses to the
questions posed. Marketing research, for example, benefits from such techniques in order
to capture the likes and
dislikes of customers with regard to different types of packaging, forms of advertising,
and so on. Visual aids,
including painting and drawing, are particularly useful when children are the focus of
marketing research. Visual
aids also come in handy while endeavoring to elicit certain thoughts and ideas that are
difficult to express or
awkward to articulate.
When a sufficient number of structured interviews has been conducted and adequate
information obtained
to understand and describe the important factors operating in the situation, the
researcher stops the interviews.
The information is then tabulated and the data analyzed. This helps the researcher to
accomplish the task he set
out to achieve, such as describing the phenomena, or quantifying them, or identifying the
specific problem and
evolving a theory of the factors that influence the problem, or finding answers to the
research question. Much
qualitative research is done in this manner.
Review of unstructured and structured interviews
The main purpose of the unstructured interview is to explore and probe into the several
factors in the situation
that might be central to the broad problem area. During this process it might become
evident that the problem,
as identified by the client, is but a symptom of a more serious and deep‐rooted problem.
Conducting unstructured
interviews with many people could result in the identification of several critical factors
in the situation.
These would then be pursued further during structured interviews for eliciting more
in‐depth information on
them. This helps identify the critical problem as well as ways of solving it. In applied
research, a tentative theory
of the factors contributing to the problem is often conceptualized on the basis of the
information obtained from
unstructured and structured interviews.
Training interviewers
When several long interviews are to be conducted, it is often not feasible for one
individual to conduct all the
interviews. A team of trained interviewers then becomes necessary. Interviewers have to be
thoroughly briefed
about the research and trained in how to start an interview, how to proceed with the
questions, how to motivate
respondents to answer, what to look for in the answers, and how to close an interview.
They also need to be
instructed about taking notes and coding the interview responses. The tips for
interviewing, discussed later,
should become a part of their repertoire for interviewing.
Good planning, proper training, offering clear guidelines to interviewers, and supervising
their work all help
in profitably utilizing the interviewing technique as a viable data collection mechanism.
Personal interviews
provide rich data when respondents spontaneously offer information, in the sense that
their answers do not
typically fall within a constricted range of responses, as in a questionnaire. However,
personal interviews are
expensive in terms of time, training costs, and resource consumption.