I Research in Marketing The formulation of a problem is far more often essential than its solution, which may be merely a matter of mathematical or experimental skill. To raise new questions, new possibilities, to regard old problems from a new angle requires creative imagination and marks real advance in science.1 Whether the researcher is involved in basic or applied research, a thorough understanding of the management question is fundamental to success in the research enterprise. > Stage 1: Clarifying the Research Question A useful way to approach the research process is to state the basic dilemma that prompts the research and then try to develop other questions by progressively breaking down the original question into more specific ones. You can think of the this process as the management-research management-research question hierarchy. You can follow the research process as it de- question hierarchy process velops for MindWriter in Exhibit 4-2. of sequential question The process begins at the most general level with the management dilemma. This is formulation that leads a manager or researcher from usually a symptom of an actual problem, such as: management dilemma to • Rising costs. investigative questions. • The discovery of an expensive chemical compound that would increase the efficacy management dilemma the problem or opportunity that of a drug. requires a marketing decision. • Increasing tenant move-outs from an apartment complex. • Declining sales. • A larger number of product defects during the manufacture of an automobile. • An increasing number of letters and phone complaints about postpurchase service (as at MindWriter). The management dilemma can also be triggered by an early signal of an opportunity or grow- ing evidence that a fad may be gaining staying power—like the growing interest in low-car- bohydrate diets indicated by the number of broadcast news segments and print news stories over an extended period of time. “Why?” is a question that Identifying management dilemmas drives many a company to do is rarely difficult (unless the organiza- marketing research. Harris tion fails to track its performance Interactive® is promising that if factors—like sales, profits, employee this guy is your customer, you’ll turnover, manufacturing output and actually understand what makes him tick—dollar-sign defects, on-time deliveries, customer medallion and all—by the time satisfaction, etc.). However, choosing Harris finishes your research one dilemma on which to focus may project. © 2004, Harris be difficult. Choosing incorrectly will Interactive Inc. All rights direct valuable resources (time, man- reserved. www.harrisinteractive.com power, money, and equipment) on a path that may not provide critical decision-making information (the purpose of good research). As a mar- keting manager, only practice makes you proficient at identifying which are real problems and which are not, as well as correctly discerning the scope of the dilemma to be re- searched. For new managers, or es- tablished managers facing new responsibilities, developing several management-research question hier- archies, each starting with a different