ASU Electronic Theses and Dissertations
This collection includes most of the ASU Theses and Dissertations from 2011 to present. ASU Theses and Dissertations are available in downloadable PDF format; however, a small percentage of items are under embargo. Information about the dissertations/theses includes degree information, committee members, an abstract, supporting data or media.
In addition to the electronic theses found in the ASU Digital Repository, ASU Theses and Dissertations can be found in the ASU Library Catalog.
Dissertations and Theses granted by Arizona State University are archived and made available through a joint effort of the ASU Graduate College and the ASU Libraries. For more information or questions about this collection contact or visit the Digital Repository ETD Library Guide or contact the ASU Graduate College at gradformat@asu.edu.
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- All Subjects: Marketing
- Creators: Shen, Wei
- Creators: Anderson, Laurel
Description
This research is particularly concerned with organizations’ advocacy of value-based change aimed at improving consumers’ well-being. This work contributes to the Transformative Services Research area and presents a conceptualization of the value-laden service organization (VLSO), which I define as organizations that advocate for specific value-based behaviors from consumers both within and beyond the particular service setting.
In a VLSO, consumers are expected to act in accordance with the values of the organization. If the consumer’s pre-existing value system is not aligned with the values of the service organization, the consumer may experience a sense of psychological disequilibrium, which can lead to unintended decrease in well-being. This research explores how value conflicts are managed by both the organization and by the consumers.
This work emerges out of an interpretive study of a Catholic-based homeless shelter for pregnant women. From it, I identify the practices of consumers and the service organization and explored their interactions. This has resulted in a theoretical conceptualization of a Rescue Institution, which combines aspects of both a Total Institution and a Reinventive Institution in a unique way. Further, I conceptualize a cycle of agency and authenticity that maps the dynamics of the consumer in a VLSO as they negotiate the structure/agency duality.
In gathering data, I used an interpretive approach over the course of three years’ of direct involvement with a service organization, St. Mary’s House. My methods included participant observation, collection of artifacts, and one-on-one in-depth interviews. I interviewed a total of 30 participants, whose transcribed interviews resulted in over 1500 pages of text. Analysis of themes and concepts occurred as a result of repeated examinations of both existing theory and data.
My findings reveal key organizational and consumer practices that negotiate the tension between structure and agency. Organizational practices include rules and social norms, as well as two forms of hierarchy. Consumer practices, often in response to organizational practices, include a cycle of agency and authenticity and participation in a shadow structure. These practices collectively influence consumer’s interpretive drift, which is their adoption of the organization’s values that creates internalized change. I conclude with implications for theory and service organization management. First, value priorities mean that tradeoffs must be made, which can cause unexpected and painful conflict. The experience of change, from both the consumer and service provider perspective, can be very messy. This process includes a dynamic and individual negotiation of authenticity and agency, which will be of interest in future studies. The service providers must be open to this process, carefully navigating their responses to the consumer’s dynamic authenticity, agency and values. Service providers should expect and acknowledge the conflict in consumers’ experience in order to foster their long-term perspective and perseverance.
In a VLSO, consumers are expected to act in accordance with the values of the organization. If the consumer’s pre-existing value system is not aligned with the values of the service organization, the consumer may experience a sense of psychological disequilibrium, which can lead to unintended decrease in well-being. This research explores how value conflicts are managed by both the organization and by the consumers.
This work emerges out of an interpretive study of a Catholic-based homeless shelter for pregnant women. From it, I identify the practices of consumers and the service organization and explored their interactions. This has resulted in a theoretical conceptualization of a Rescue Institution, which combines aspects of both a Total Institution and a Reinventive Institution in a unique way. Further, I conceptualize a cycle of agency and authenticity that maps the dynamics of the consumer in a VLSO as they negotiate the structure/agency duality.
In gathering data, I used an interpretive approach over the course of three years’ of direct involvement with a service organization, St. Mary’s House. My methods included participant observation, collection of artifacts, and one-on-one in-depth interviews. I interviewed a total of 30 participants, whose transcribed interviews resulted in over 1500 pages of text. Analysis of themes and concepts occurred as a result of repeated examinations of both existing theory and data.
My findings reveal key organizational and consumer practices that negotiate the tension between structure and agency. Organizational practices include rules and social norms, as well as two forms of hierarchy. Consumer practices, often in response to organizational practices, include a cycle of agency and authenticity and participation in a shadow structure. These practices collectively influence consumer’s interpretive drift, which is their adoption of the organization’s values that creates internalized change. I conclude with implications for theory and service organization management. First, value priorities mean that tradeoffs must be made, which can cause unexpected and painful conflict. The experience of change, from both the consumer and service provider perspective, can be very messy. This process includes a dynamic and individual negotiation of authenticity and agency, which will be of interest in future studies. The service providers must be open to this process, carefully navigating their responses to the consumer’s dynamic authenticity, agency and values. Service providers should expect and acknowledge the conflict in consumers’ experience in order to foster their long-term perspective and perseverance.
ContributorsRiker, Elise Briggs (Author) / Anderson, Laurel (Thesis advisor) / Ostrom, Amy (Committee member) / Dobscha, Susan (Committee member) / Arizona State University (Publisher)
Created2015
Description
In this study I investigate the factors that may influence consumer preference and choice in China’s home interior decoration industry. With the fast development of information technology such as the internet in China, it becomes increasingly important to have a more precise understanding of consumer preference and choice in home interior decoration decisions so that companies in this industry can provide better services to meet customer needs. Using survey data from a sample of potential customers and a sample of existing customers of a large home interior decoration company, I find that (1) internet has become the mostly used channel by consumers to gather information about home interior decoration, (2) design style is the most influential factor in consumers’ choice of home interior decoration company, and (3) consumers are more likely to choose home interior decoration companies to provide full services when they are between 35 to 45 years old or above 55 years old, when it is the first time for them to purchase a real estate property, and when they are located in the Eastern region of China. Findings of this study can help home interior decoration companies better understand customer needs and preferences, facilitate changes in their marketing and sales strategies, and consequently strengthen their competitive advantage．
ContributorsYang, Jin (Author) / Shen, Wei (Thesis advisor) / Zhang, Anmin (Committee member) / Gu, Bin (Committee member) / Arizona State University (Publisher)
Created2015
Description汽车行业属于国家支柱型产业，创造了高额的产值，增加了就业岗位。随着汽车生产行业竞争日趋激烈的趋势影响，汽车经销商在未来会出现明显的分化，并且逐步向头部集中。基于这样的行业背景，本项研究开展汽车经销商整体经营和盈利能力等方面的详细深入分析，即系统整合汽车经销商业务运营层面和财务层面数据，结合统计研究方法，对经销商盈利能力进行系统且详实归因分析，从而试别驱动盈利能力的关键业务要素。其研究成果能够完善对行业发展规律和经营模式系统性理解，从而进一步指导该领域的相关业务实践，提高经销商整体经营业绩。本课题通过四个阶段来开展经销商整体经营与盈利归因的相关研究。首先，本课题梳理了中国汽车消费行业发展的历史，同时阐述样本期内（2018-2020年）国内宏观经济和汽车消费市场的特征进行，并介绍X品牌汽车经销商的地理分布、资质和业绩评级体系、自身经营特征以及汽车生产商对经销商扶持政策等方面。在第二阶段，本课题聚焦研究假设、模型与方法，通过对X品牌汽车经销商的业务结构和运营管理开展分析，并逐步识别影响经销商盈利的关键指标变量，并提出研究假设和相关模型（即时间序列模型和面板回归模型）。在第三阶段，本课题首先开展经销商相关信息整体性统计分析，获得关键业务指标在样本期内动态特征，并结合时间序列回归模型探讨各项业务指标对经销商整体盈利能力的影响程度。在第四阶段，本课题采用（个体）固定效应的面板回归模型来研究不同组别（控制）条件下经销商盈利能力的影响因素以及其盈利能力对这些因素的敏感程度，从而更深入和全面地揭示影响经销商盈利能力的潜在因素。
基于上述四阶段的研究结果，本研究进一步就提升经销商盈利能力展开讨论，并提出相应对策。本课题相关结论仅从X品牌汽车经销商经营和财务数据进行定性和定量分析获得，但衷心希望本研究的成果能够对汽车经销商改善经营业务方面能起到实践上的借鉴和指导意义。
ContributorsPan, Guangxiong (Author) / Shen, Wei (Thesis advisor) / Wu, Fei (Thesis advisor) / Zhu, Qigui (Committee member) / Arizona State University (Publisher)
Created2022