What’s my Role? Role Perception Issues within a Business Process Outsourcing Software Company.

<div class="WordSection1"><p>I am honored for being an alumnus of KEMC, and am delighted to write this editorial for the Annals. I have, ever since done my research and taught qualitative methods, felt that clinical methods are quite akin to qualitative research. Then, why only few clinical researchers use qualitative methods? A witness to this assumption is the research published in the Annals. In this treatise, I try to identify some parallels between the two types of methods and argue for the clinicians to invest in learning qualitative research methods to practice clinical methods well.</p><p> Qualitative research is to identify and interpret issues from the perspective of participants, their experience of: illness or disability, using health service, and to appreciate the meanings they give to the behaviour, events or objects in the context of their social and cultural norms. In this type of research, the emphasis is on exploring the associations and understanding the phenomenon in its holism; and not, like in quantitative research, from an outsider’s perspective and for certain specific aspects.<sup>1</sup> It requires participants with specific characteristics, selected purposely that can best inform the research topic. More participants, identified inductively during data collection, are added to develop full and multiple perspectives about the cases.<sup>2</sup></p><p> No preset data collection tool is used, instead qualitative researcher guided by a research question acts as an instrument, since the line of enquiry he changes during data collection as new understanding is gained and/or the situation changes.<sup>3</sup> The data for research is derived from the observation, interviews or verbal interactions, focus group discussions, document reviews, life histories etc. and the researcher asks why, how and under what circumstances things occur; and not just what, where and when. It is recorded in words or pictures and log book is used to record notes arising from interviews, observations, extracts from documents etc.</p><p> In health care settings patients are the subjects for clinical methods. The clinician, even prior to any verbal communication, observes the patient, e.g. for his gait and appearance. If in a bed or examination couch, his posture could give some clue to the illness. Inspection, a clinical method, is like systematic observation, which is qualitative method, should be holistic. In my third year during bedside teaching, Professor (late) Rashid Ahmed Qureshi said, <em>“patient has come to you as a whole and not his stomach in a tray”</em>, when a student straight went to examine abdomen of a patient with acute abdomen. History taking, another clinical method, is like conducting semi structured in depth interview – a qualitative research method. In both disciplines, we are told, <em>“not to ask leading, but follow up and probing questions”; </em>and Professor (late) Alamgir Khan, while teaching clinical methods, would add, <em>“if a good history is taken, you will establish diagnosis in over 65% of cases”. </em>Likewise, as part of history taking, documents related to patient’s illness history and treatment are reviewed similar to document review in qualitative research.</p><p> The two approaches however differ in how the data is analysed. In clinical practice, diagnosis is established based on the pathophysiological knowledge or patient’s clinical condition is discussed in clinicopathological conference.<sup>4</sup> On the other hand, qualitative research employs meaning based data analysis, whereby the qualitative data is transformed into some form of explanation, understanding or interpretation of people and situation that is investigated.<sup>5,6</sup></p><p> In conclusion, the history, the observation and the review of document related to patient are since obtainned using qualitative methods, the clinician trained in these methods could not only conduct these methods well but also interpret the data to identify and detect obstacles to the change in clinical condition and the reasons why improvement does or does not occur.<sup>7</sup> Finally, while it is heartening that research forums are organised in the institutions affiliated with KEMU, in order the research is richer, the researchers’ skills in qualitative research methods should be built.</p></div>

Integrative Review of Workplace Health Promotion in the Business Process Outsourcing Industry: Focus on the Philippines

Internet connectivity is widely considered to be a game changer for knowledge economies of developing countries. The arrival of submarine fibre-optic underwater cables in East Africa in 2009 and 2010 is seen by many as a strong case in point. The fast evolution of the information and communication technology (ICT) landscape of Kenya and Rwanda that ensued has attracted the attention of actors from private investors, development agencies, NGOs, policymakers and many other groups. Kenya became a role model for its widespread adoption of mobile money services and a burgeoning ICT application development sector; Rwanda's government became known for its explicitly ICT-oriented development agenda as well as large-scale ICT projects in government, health and education that aimed to latch onto fast-growing mobile subscription rates and 3G network roll-outs. For this report, we set out to examine the role that changing connectivity has played for a particular component of the ICT sector in Kenya and Rwanda: ICT-enabled business process outsourcing (BPO).1 BPO has been a priority in the national ICT strategies of both countries, so we anticipated this sector to provide a fertile ground for comparing expectations and realities of the role that changing connectivity has played following the deployment of fibre-optic cable infrastructure. The study outlined how policy, popular discourse and media got somewhat carried away by the promise of internet connectivity as the fuel for the growth of Kenya's and Rwanda's BPO sectors. The development of ICT sectors fell short of many original hopes. Internet connectivity proved to only function as a catalyst for economic growth in combination with other enablers, even for the examined sectors of connectivity-based enterprises. Competitive advantage is always relative, and, in the case of Kenya's and Rwanda's BPO sectors, India and other Asian BPO destinations have maintained the edge in international markets. Despite the overall positive evolution of ICT-based subsectors in Kenya and Rwanda, the role of internet connectivity for growth in knowledge economies continues to be a complicated one, including for connectivity-based enterprises. Future opportunities might actually lie in 'close' (local and regional) markets, and policymakers and indeed all economic actors will need to continue to learn and adjust to other unexpected developments brought about by internet connectivity.

Background. The use of qualitative research (QR) methods is recommended as good practice in discrete choice experiments (DCEs). This study investigated the use and reporting of QR to inform the design and/or interpretation of healthcare-related DCEs and explored the perceived usefulness of such methods. Methods. DCEs were identified from a systematic search of the MEDLINE database. Studies were classified by the quantity of QR reported (none, basic, or extensive). Authors (n = 91) of papers reporting the use of QR were invited to complete an online survey eliciting their views about using the methods. Results. A total of 254 healthcare DCEs were included in the review; of these, 111 (44%) did not report using any qualitative methods; 114 (45%) reported “basic” information; and 29 (11%) reported or cited “extensive” use of qualitative methods. Studies reporting the use of qualitative methods used them to select attributes and/or levels (n = 95; 66%) and/or pilot the DCE survey (n = 26; 18%). Popular qualitative methods included focus groups (n = 63; 44%) and interviews (n = 109; 76%). Forty-four studies (31%) reported the analytical approach, with content (n = 10; 7%) and framework analysis (n = 5; 4%) most commonly reported. The survey identified that all responding authors (n = 50; 100%) found that qualitative methods added value to their DCE study, but many (n = 22; 44%) reported that journals were uninterested in the reporting of QR results. Conclusions. Despite recommendations that QR methods be used alongside DCEs, the use of QR methods is not consistently reported. The lack of reporting risks the inference that QR methods are of little use in DCE research, contradicting practitioners’ assessments. Explicit guidelines would enable more clarity and consistency in reporting, and journals should facilitate such reporting via online supplementary materials.

The use of social media (SM) has become pervasive in the work environment, drawing attention because of its positive and negative impacts on employee performance (EP). This study investigated the relationship between SM usage and EP in a Philippine business process outsourcing (BPO) company by examining its impact on EP in terms of productivity, communication, job satisfaction, and professional development. This descriptive-quantitative study employed a researcher-structured approach to examine the relationship between SM usage and EP in a BPO company in the Philippines. The data were collected from 121 employees of the subject BPO using a researcher-structured questionnaire administered via Google Forms and communicated to respondents via Facebook Messenger and Email. Statistical tests such as frequency, percentage, standard deviation, weighted mean, and Spearman’s rank correlation were employed in the data analysis. The findings reveal that the BPO company does not have major issues related to SM usage, and it has a positive effect on EP by increasing employee productivity, improving communication, higher job satisfaction, and providing support for professional development. In addition, there is no significant relationship between problems in SM usage and the aspect of EP on productivity, communication, job satisfaction, and professional development. The researchers suggest EP enhancing strategies like implementation of SM training programs, development of SM usage policies, improvement of company recognition and communication programs, and employee active participation in professional groups. This study can serve as a guide for developing relevant initiatives and programs to improve EP in relation to SM usage in the workplace.

In the current era of artificial intelligence, large language models such as ChatGPT and BARD are being increasingly used for various applications, such as language translation, text generation, and human-like conversation. The fact that these models consist of large amounts of data, including many different opinions and perspectives, could introduce the possibility of a new qualitative research approach: Due to the probabilistic character of their answers, “interviewing” these large language models could give insights into public opinions in a way that otherwise only interviews with large groups of subjects could deliver. However, it is not yet clear if qualitative content analysis research methods can be applied to interviews with these models. Evaluating the applicability of qualitative research methods to interviews with large language models could foster our understanding of their abilities and limitations. In this paper, we examine the applicability of qualitative content analysis research methods to interviews with ChatGPT in English, ChatGPT in German, and BARD in English on the relevance of computer science in K-12 education, which was used as an exemplary topic. We found that the answers produced by these models strongly depended on the provided context, and the same model could produce heavily differing results for the same questions. From these results and the insights throughout the process, we formulated guidelines for conducting and analyzing interviews with large language models. Our findings suggest that qualitative content analysis research methods can indeed be applied to interviews with large language models, but with careful consideration of contextual factors that may affect the responses produced by these models. The guidelines we provide can aid researchers and practitioners in conducting more nuanced and insightful interviews with large language models. From an overall view of our results, we generally do not recommend using interviews with large language models for research purposes, due to their highly unpredictable results. However, we suggest using these models as exploration tools for gaining different perspectives on research topics and for testing interview guidelines before conducting real-world interviews.

The purpose of this focused issue is to advance understanding of qualitative research methods in the international business context. Debates on qualitative research methods in the key international business (IB) journals have been rare. There has been no focused issue on this topic previously, either in mir or in other journals in the field, making this a 'special' issue. During the process of editing a recent handbook on qualitative research methods (Marschan-Piekkari/Welch 2004), we realized that while this collection covered many topics, often for the first time in the IB field, there were many others still outstanding. There was thus scope for continuing a dialogue about qualitative methods in the IB research community. The challenge of making qualitative research count in the quantitative world of IB remains. Qualitative research is difficult to define, since the term encompasses many different research traditions, research strategies and methods for data collection and analysis (Prasad 2005). A typical definition is that everything non-numerical is qualitative research (Marschan-Piekkari/Welch 2004, p. 19). However, even this very simplistic definition soon breaks down, since research strategies which are typically considered to be qualitative, such as case studies, can combine numerical with non-numerical data (Hurmerinta-Peltomaki/Nummela 2004). There is also no clear divide between qualitative and quantitative research in terms of research traditions, with much qualitative research in management and IB sharing the positivist assumptions of quantitative research (Prasad/Prasad 2002). This focused issue is not about reporting the empirical findings of IB studies applying qualitative methods; rather it is about the process of undertaking qualitative research in the IB field. Of course, there is a large volume of literature on qualitative research methods already. However, we would argue that the IB context warrants special treatment. As the authors of this focused issue discuss, the distinctiveness of the field stems from its multiple linguistic and cultural settings; organizational complexity; and its intellectual roots in post-War academic institutions in the USA. These issues receive little treatment in general texts on qualitative methodology. There has been some methodological debate in previous issues of mir. Earlier articles in mircan be grouped into three categories: first, reviews of existing methodological practices in IB publications (e.g., Cavusgil/Das 1997, Nasif et al. 1991); second, proposals for new quantitative techniques (e.g., the use of key informants in cross-cultural studies, as proposed by Lenartowicz and Roth 2004 and a linguistic-based measure of cultural distance as developed by West and Graham 2004); and third, calls for new methodological approaches (Boddewyn/Iyer 1999). The absence of qualitative research methods in this debate perhaps reflects the limited amount of empirical qualitative research published in this journal. A recent analysis of mir issues between 1990 and 1999 revealed that only 5 percent of articles published in this period used qualitative methods (Welch/Welch 2004). This focused issue is therefore a response to those, such as Boddewyn and Iyer (1999) in this journal, who have called for alternatives to surveys and secondary data analysis. This focused issue attracted 39 submissions from more than 15 countries. Given that there have been limited outlets for methodological articles in IB, this is a considerable number. It perhaps suggests a level of interest to which IB journals have not responded to date. Of the total number of submissions, 11 were selected for review. On the basis of reviewers' comments, six of these papers were ultimately rejected. The final five papers underwent two and, in some cases, up to four rounds of revisions. In selecting the articles, we used the following criteria: appropriateness of the topic for the focused issue; demonstrated knowledge of IB and methodological literature; quality of argument; originality and innovativeness of the contribution to IB methodology; organization and clarity of the paper; and potential application to research practice in IB. …

The emergence of information and communication technologies (ICTs) has changed the life style of consumers. However, literature on their influences on businesses is limited. In this paper, we explore the impacts of ICTs on business practices and resulting business performances. Customer relationship management, supply Chain Management, business process outsourcing and globalization are considered as business practices. Business performances include overall business performances and functional area costs. The data sets are collected as a part of The Business and Information Technologies (BIT) project. The results from path analysis models are compared using Korea and US data sets. In both countries, ICTs have a direct impact on overall business performance. However, Korea shows stronger indirect impacts on business performances through selected business practices.

The 1990s and early 2000s were a time of strong economic performance and increasing outward foreign direct investment (OFDI) for many developing countries.1 India partook in the growth in both of these areas. One important aspect of Indian OFDI is the dominance of two knowledge-intensive industries—information technology (IT), including software and business process outsourcing, and pharmaceuticals. From a total of 306 foreign acquisitions by Indian multinational enterprises (MNEs) in the period 2000–2006, nearly 50% were in these two industries, with 29.4% from IT, software, and business process outsourcing, and 20.3% from pharmaceuticals and healthcare (Federation of Indian Chambers of Commerce and Industry 2006).2

Purpose– The purpose of this paper is to investigate the behaviors of India’s information technology (IT) and business process outsourcing (BPO) employees in relation to diet, exercise, sleep, stress, and social habits.Design/methodology/approach– This was a qualitative research study, using in-depth, semi-structured interviews. Descriptive data were collected from a two-stage purposive sample of 28 IT-BPO employees from three IT companies and two BPOs in Bangalore, India.Findings– The majority of interviewees reported having an unhealthy diet and/or sedentary lifestyle. Lack of time due to demanding work schedules was the largest barrier to diet and exercise. Call-centers were described as a social environment with a young workforce.Research limitations/implications– Given the qualitative study design and limited sampling frame, results may not be generalizable. However, the qualitative data suggests that India’s young IT-BPO employees may be at greater risk of lifestyle-related diseases than the general population. The data also suggests that interventions incorporating social influence may be a promising solution, particularly at international call centers.Originality/value– There is a lack of literature on the lifestyle of IT-BPO employees in India. The results from this study provide qualitative insight on the motives for health behaviors of IT-BPO employees, as well as the barriers and facilitators for leading a healthy lifestyle in this industry. The findings provide the framework for future workplace wellness interventions.

Background Qualitative research has made great strides in recent years and it now makes an important contribution to our understanding of health and illness. But there are still many practitioners, academics and researchers who are totally bemused by its principles and practices. Content In the first of a series of three articles exploring qualitative research philosophies, methodologies and methods, I attempt to unravel some of its complexities and peculiarities, in the hope that those readers new to qualitative research will study it further and consider using it in the future. This article deals with broad questions of philosophy; most especially the fundamental difference between a quantitative and qualitative worldview. Conclusions This article explores the difference between a belief in a single objective reality and multiple realities, and relates these to quantitative and qualitative research methods. It also considers the role of theory, focusing on the difference between inductive and deductive reasoning. These concepts are the basis for the second article in the series on qualitative methodologies, to appear in the next issue.

PurposeThe central purpose of the research presented in this paper is to synthesize the current state of the field in qualitative methods in international organizational change research and to provide a call to researchers to use this type of methodology more frequently. The intent is to provide readers with an overview of how and when qualitative research methods should be used for investigating important theoretical and empirical questions in management research.Design/methodology/approachThe authors developed several working hypotheses based on their own experiences in using an extensive array of qualitative methods in organizational change research. They coupled this with an extensive literature search to understand how these methodologies have been used to date. The findings from the literature search were analysed to uncover where there are gaps in the work and how organizational change and other management scholars can effectively use qualitative methods to advance their understanding of international change phenomena, given the unique questions and situations confronted in various contexts. The authors include an array of examples to show how qualitative research has been used to successfully test theories, uncover new phenomena, find connections between various situations, and provide a deep understanding of contextual influences on organizational change.FindingsThe authors' findings include several examples and ideas of how and when scholars can use qualitative methods to advance understanding of international change phenomena. This provides a much richer, deeper, and more nuanced understanding of many of the phenomena and issues under investigation by employing the more observational and human‐centric techniques available through the use of qualitative methods. Several of the implications of context are only observable through some of the qualitative methods discussed, such as ethnography, case studies, interviews, observations, and their respective analysis methods. Qualitative research can be employed successfully and fruitfully in organization studies' contexts to: help uncover new organizational phenomena; build and test theories of change; and create new methods that researchers can use specifically in international change studies.Originality/valueThe paper is the only one of its kind, bringing a cohesive and focused review of qualitative methods studies in international organizational change research. It provides readers and the field with a menu of ways to effectively use qualitative methods and a description of where and how to bring in these methods to answer questions and uncover new themes that are not effectively dealt with through the use of more commonly employed quantitative methods and analyses.

The quality of qualitative research conducted by Master's students and lecturers at STIE Wirabakti Makassar has been lacking due to insufficient mastery of qualitative research methods. This Community Service Activity (PKM) aims to enhance the research quality by organizing a Qualitative Research Methods workshop. The PKM involves disseminating and training in Qualitative Research Methods, with material introduction conducted online and practical training held offline. The outcomes reveal a notable improvement in participants' understanding and skills in employing qualitative research methods. The primary objective of this initiative is to address challenges in crafting theses or scientific papers by offering various research methodology choices. The participants of this service were Master's students and lecturers from STIE Wirabakti Makassar. The workshop combined offline and online sessions conducted via Zoom. The workshop incorporated material presentations and interactive question-and-answer segments to gauge participants' comprehension. The results, deduced from pre-test and post-test evaluations, indicate participants' enhanced grasp of qualitative research methodologies, especially diverse paradigms introduced by facilitators. The clear and practical material presentation, supplemented with concrete examples, contributed to the participants' comprehensive understanding. The successful implementation of this initiative is anticipated to elevate the caliber of research conducted by students and lecturers, enabling them to make informed choices regarding qualitative research methods.

The concept of ‘digital divide’ draws attention to the social context of technology usage. Current IT solutions are technology driven and are focussed on elite consumers in cities. In contrast, regional Australian communities face a number of problems such as remoteness, small population and distance. Knowledge and resource constraints also impact on these communities and businesses. Any attempt to transform regions using new information and communications technologies should take into consideration these unique factors. This chapter focuses on information access in two rural communities in Western Australia. A qualitative study followed by a quantitative phase in two regional towns explored how people access information and where information gaps lie. Results of this research suggest that, along with technical infrastructure, equal emphasis should be placed on the human/community element. Without this, regional transformation will remain mere rhetoric.

Background Medical education research in general, and those focusing on clinical settings in particular, have been a low priority in South Asia. This explorative study from 3 medical schools in Sri Lanka, a South Asian country, describes undergraduate medical students’ experiences during their final year clinical training with the aim of understanding the teaching-learning experiences. Methods Using qualitative methods we conducted an exploratory study. Twenty eight graduates from 3 medical schools participated in individual interviews. Interview recordings were transcribed verbatim and analyzed using qualitative content analysis method. Results Emergent themes revealed 2 types of teaching-learning experiences, role modeling, and purposive teaching. In role modelling, students were expected to observe teachers while they conduct their clinical work, however, this method failed to create positive learning experiences. The clinical teachers who predominantly used this method appeared to be ‘figurative’ role models and were not perceived as modelling professional behaviors. In contrast, purposeful teaching allowed dedicated time for teacher-student interactions and teachers who created these learning experiences were more likely to be seen as ‘true’ role models. Students’ responses and reciprocations to these interactions were influenced by their perception of teachers’ behaviors, attitudes, and the type of teaching-learning situations created for them. Conclusions Making a distinction between role modeling and purposeful teaching is important for students in clinical training settings. Clinical teachers’ awareness of their own manifest professional characterizes, attitudes, and behaviors, could help create better teaching-learning experiences. Moreover, broader systemic reforms are needed to address the prevailing culture of teaching by humiliation and subordination.