Empirical Methods


Dr. Henner Gimpel, Karlsruhe Institute of Technology

Dr. Lukas Wiewiorra, Karlsruhe Institute of Technology


Empirical research is a way of gaining knowledge by means of direct and indirect observation or experience. Research design varies by field and by the question being investigated. In service science and other fields (psychology, sociology, marketing, information systems etc.), survey research is often used to assess thoughts, opinions, and feelings. It is an invaluable source to gain primary data for many research questions in service science, including the fields service innovation, service engineering, service capabilities, service quality, service acceptance, service marketing, and service regulation. In this tutorial, we will review the general approach to designing, conducting, and analyzing surveys. We will discuss two concrete case examples step-by-step. In a hands-on training, participants engage in designing and implementing their own survey and in statistical analysis. At the end of the tutorial, participants are expected to have a solid understanding of the methodology. For their own research, they should be able to judge where surveys are an appropriate methodology and have a practical guide to the methodology and literature.