175 words 

The literature review is a critical step in developing research. It helps the researcher understand the development and current state of a theory. With this information, the researcher can create projects that expand the current research or take it in new directions. 

Imagine you are a regional manager for a chain of clothing stores. You are assigned to explore how the customer service associates can improve customer satisfaction by resolving customer complaints. You decide to review what methods have already been shown to be effective.

Discuss the following with your classmates:

• How would a literature review process help you with this project? How can you tell if your sources are credible?
• Explain the importance of using peer-reviewed sources.