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- All Subjects: Sustainability
- Genre: Doctoral Dissertation
- Member of: Theses and Dissertations
- Status: Published
Description
Customers today, are active participants in service experiences. They are more informed about product choices, their preferences and tend to actively influence customer and firm related outcomes. However, differences across customers become a significant challenge for firms trying to ensure that all customers have a `delightful' consumption experience. This dissertation studies customers as active participants in service experiences and considers three dimensions of customer participation -- in-role performance; extra-role performance-citizenship and elective behavior; and information sharing -- as its focal dependent variables. This study is grounded in services marketing, customer co-production and motivation literatures. The theoretical model proposes that customer behaviors are goal-directed and different consumers will have different reactions to the service quality because they have different assessments of progress towards their goals and (consequently) different levels of participation during the service experience. Customer role clarity and participation behavior will also influence the service experience and firm outcomes. A multi-step process was adopted to test the conceptual model, beginning with qualitative and quantitative pretests; followed by 2 studies (one cross-sectional and other longitudinal in nature). Results prove that customer participation behaviors are influenced by service quality directly and through the mediated path of progress towards goals. Assessment of progress towards goals directly influences customer participation behaviors cross-sectionally. Service quality from one service interaction influences customer in-role performance and information sharing in subsequent service interactions. Information sharing influences service quality in subsequent service interactions. Role-clarity influences in-role and extra-role performance cross-sectionally and influences these behaviors longitudinally only in the early stages of the customer-firm relationship. Due to multi-collinearity, the moderating effect of customer goals on assessment of progress towards goals could not be tested. The study findings contribute to the understanding of customer participation behaviors in service interactions for both academics and managers. It contributes to the literature by examining consumption during the service interaction; considering customers as active participants; explaining differences in customer participation; integrating a forward-looking component (assessment of progress towards goals) and a retrospective component (perceptions of service quality) to explain customer participation behaviors over time; defining and building measures for customer participation behavior.
ContributorsSaxena, Shruti (Author) / Mokwa, Michael (Thesis advisor) / Bitner, Mary Jo (Committee member) / Bolton, Ruth N (Committee member) / Olsen, Grant D (Committee member) / Arizona State University (Publisher)
Created2010
Description
ABSTRACT Water resources in many parts of the world are subject to increasing stress because of (a) the growth in demand caused by population increase and economic development, (b) threats to supply caused by climate and land cover change, and (c) a heightened awareness of the importance of maintaining water supplies to other parts of the ecosystem. An additional factor is the quality of water management. The United States-Mexican border provides an example of poor water management combined with increasing demand for water resources that are both scarce and uncertain. This dissertation focuses on the problem of water management in the border city of Ciudad Juarez, Chihuahua. The city has attracted foreign investment during the last few decades, largely due to relatively low environmental and labor costs, and to a range of tax incentives and concessions. This has led to economic and population growth, but also to higher demand for public services such as water which leads to congestion and scarcity. In particular, as water resources have become scarce, the cost of water supply has increased. The dissertation analyzes the conditions that allow for the efficient use of water resources at sustainable levels of economic activity--i.e., employment and investment. In particular, it analyzes the water management strategies that lead to an efficient and sustainable use of water when the source of water is either an aquifer, or there is conjunctive use of ground and imported water. The first part of the dissertation constructs a model of the interactive effects of water supply, wage rates, inward migration of labor and inward investment of capital. It shows how growing water scarcity affects population growth through the impact it has on real wage rates, and how this erodes the comparative advantage of Ciudad Juarez--low wages--to the point where foreign investment stops. This reveals the very close connection between water management and the level of economic activity in Ciudad Juarez. The second part of the dissertation examines the effect of sustainable and efficient water management strategies on population and economic activity levels under two different settings. In the first Ciudad Juarez relies exclusively on ground water to meet demand--this reflects the current situation of Ciudad Juarez. In the second Ciudad Juarez is able both to import water and to draw on aquifers to meet demand. This situation is motivated by the fact that Ciudad Juarez is considering importing water from elsewhere to maintain its economic growth and mitigate the overdraft of the Bolson del Hueco aquifer. Both models were calibrated on data for Ciudad Juarez, and then used to run experiments with respect to different environmental and economic conditions, and different water management options. It is shown that for a given set of technological, institutional and environmental conditions, the way water is managed in a desert environment determines the long run equilibrium levels of employment, investment and output. It is also shown that the efficiency of water management is consistent with the sustainability of water use and economic activity. Importing water could allow the economy to operate at higher levels of activity than where it relies solely on local aquifers. However, at some scale, water availability will limit the level of economic activity, and the disposable income of the residents of Ciudad Juarez.
ContributorsGarduno Angeles, Gustavo Leopoldo (Author) / Perrings, Charles (Thesis advisor) / Holway, Jim (Thesis advisor) / Aggarwal, Rimjhim (Committee member) / Arizona State University (Publisher)
Created2011
Description
This research examines the effects of using similar vs. dissimilar models in health messages on message compliance. I find that level of self-awareness moderates the effect of model similarity on message compliance. Across three studies, I demonstrate that when self-awareness is high, a health message that contains a similar model leads to higher compliance than the same message containing a dissimilar model. On the other hand, when self-awareness is low, a health message that contains a similar model leads to lower message compliance than the same message containing a dissimilar model. Additionally, I demonstrate that the increased compliance observed when self-awareness is high and a similar model is used is associated with self-enhancing behavior and increased engagement with the ad, while the decreased compliance observed when self-awareness is low and a similar model is used is associated with disregarding the ad.
ContributorsLoveland, Katherine (Author) / Mandel, Naomi (Thesis advisor) / Miller, Elizabeth G. (Committee member) / Morales, Andrea C. (Committee member) / Smeesters, Dirk (Committee member) / Arizona State University (Publisher)
Created2011
Description
The greatest challenge facing humanity in the twenty-first century is our ability to reconcile the capacity of natural systems to support continued improvement in human welfare around the globe. Over the last decade, the scientific community has attempted to formulate research agendas in response to what they view as the problems of sustainability. Perhaps the most prominent and wide-ranging of these efforts has been sustainability science, an interdisciplinary, problem-driven field that seeks to address fundamental questions on human-environment interactions. This project examines how sustainability scientists grapple with and bound the deeply social, political and normative dimensions of both characterizing and pursuing sustainability. Based on in-depth interviews with leading researchers and a content analysis of the relevant literature, this project first addresses three core questions: (1) how sustainability scientists define and bound sustainability; (2) how and why various research agendas are being constructed to address these notions of sustainability; (3) and how scientists see their research contributing to societal efforts to move towards sustainability. Based on these results, the project explores the tensions between scientific efforts to study and inform sustainability and social action. It discusses the implications of transforming sustainability into the subject of scientific analysis with a focus on the power of science to constrain discourse and the institutional and epistemological contexts that link knowledge to societal outcomes. Following this analysis, sustainability science is repositioned, borrowing Herbert Simon's concept, as a "science of design." Sustainability science has thus far been too focused on understanding the "problem-space"--addressing fundamental questions about coupled human-natural systems. A new set objectives and design principles are proposed that would move the field toward a more solutions-oriented approach and the enrichment of public reasoning and deliberation. Four new research streams that would situate sustainability science as a science of design are then discussed: creating desirable futures, socio-technical change, sustainability values, and social learning. The results serve as a foundation for a sustainability science that is evaluated on its ability to frame sustainability problems and solutions in ways that make them amenable to democratic and pragmatic social action.
ContributorsMiller, Thaddeus R. (Author) / Minteer, Ben A (Thesis advisor) / Redman, Charles L. (Committee member) / Sarewitz, Daniel (Committee member) / Wiek, Arnim (Committee member) / Arizona State University (Publisher)
Created2011
Description
The uncertainty of change inherent in issues such as climate change and regional growth has created a significant challenge for public decision makers trying to decide what adaptation actions are needed to respond to these possible changes. This challenge threatens the resiliency and thus the long term sustainability of our social-ecological systems. Using an empirical embedded case study approach to explore the application of advanced scenario analysis methods to regional growth visioning projects in two regions, this dissertation provides empirical evidence that for issues with high uncertainty, advanced scenario planning (ASP) methods are effective tools for helping decision makers to anticipate and prepare to adapt to change.
ContributorsQuay, Ray (Author) / Pijawka, David (Thesis advisor) / Shangraw, Ralph (Committee member) / Holway, James (Committee member) / Arizona State University (Publisher)
Created2011
Description
The marketing and development of solutions has become an increasingly important concept in both marketing practice and theory. Recent conceptual work has defined solutions as sets of products and services that allow customers to achieve customized outcomes. Although the definition of a solution is becoming clearer, the process through which solution value is generated is still opaque. The purpose of this study was to add clarity to both marketing theory and practice by examining the solution value co-creation process in depth. Service-dominant logic, the relational view, service value co-creation, and theories of organizational learning and knowledge were the basis for this examination. Social capital was also examined to determine how these important relational concepts are involved in solution development. The study was conducted in four separate phases using a multi-method approach of quantitative surveys, qualitative surveys, and depth interviews. A large, multinational educational firm provided the context for the study which included access to their solution sales force and customer base. Quantitative data was collected from 97 key informants across 182 different customer opportunities for both new and existing solution engagements. Qualitative data was also collected from 71 respondents to provide a mixed-method triangulation of how solution value is created. Overall, the study provided strong support to the idea that knowledge sharing between solution providers and their customers plays a pivotal role in the co-creation of solution value.
ContributorsSellman, Collin (Author) / Hutt, Michael (Thesis advisor) / Kumar, Ajith (Committee member) / Walker, Beth (Committee member) / Arizona State University (Publisher)
Created2011
Description
Consumer goods supply chains have gradually incorporated lean manufacturing principles to identify and reduce non-value-added activities. Companies implementing lean practices have experienced improvements in cost, quality, and demand responsiveness. However certain elements of these practices, especially those related to transportation and distribution may have detrimental impact on the environment. This study asks: What impact do current best practices in lean logistics and retailing have on environmental performance? The research hypothesis of this dissertation establishes that lean distribution of durable and consumable goods can result in an increased amount of carbon dioxide emissions, leading to climate change and natural resource depletion impacts, while lean retailing operations can reduce carbon emissions. Distribution and retailing phases of the life cycle are characterized in a two-echelon supply chain discrete-event simulation modeled after current operations from leading organizations based in the U.S. Southwest. By conducting an overview of critical sustainability issues and their relationship with consumer products, it is possible to address the environmental implications of lean logistics and retailing operations. Provided the waste reduction nature from lean manufacturing, four lean best practices are examined in detail in order to formulate specific research propositions. These propositions are integrated into an experimental design linking annual carbon dioxide equivalent emissions to: (1) shipment frequency between supply chain partners, (2) proximity between decoupling point of products and final customers, (3) inventory turns at the warehousing level, and (4) degree of supplier integration. All propositions are tested through the use of the simulation model. Results confirmed the four research propositions. Furthermore, they suggest synergy between product shipment frequency among supply chain partners and product management due to lean retailing practices. In addition, the study confirms prior research speculations about the potential carbon intensity from transportation operations subject to lean principles.
ContributorsUgarte Irizarri, Gustavo Marco Antonio (Author) / Golden, Jay S. (Thesis advisor) / Dooley, Kevin J. (Thesis advisor) / Boone, Christopher G. (Committee member) / Basile, George M. (Committee member) / Arizona State University (Publisher)
Created2011
Description
Over the past century in the southwestern United States human actions have altered hydrological processes that shape riparian ecosystems. One change, release of treated wastewater into waterways, has created perennial base flows and increased nutrient availability in ephemeral or intermittent channels. While there are benefits to utilizing treated wastewater for environmental flows, there are numerous unresolved ecohydrological issues regarding the efficacy of effluent to sustain groundwater-dependent riparian ecosystems. This research examined how nutrient-rich effluent, released into waterways with varying depths to groundwater, influences riparian plant community development. Statewide analysis of spatial and temporal patterns of effluent generation and release revealed that hydrogeomorphic setting significantly influences downstream riparian response. Approximately 70% of effluent released is into deep groundwater systems, which produced the lowest riparian development. A greenhouse study assessed how varying concentrations of nitrogen and phosphorus, emulating levels in effluent, influenced plant community response. With increasing nitrogen concentrations, vegetation emerging from riparian seed banks had greater biomass, reduced species richness, and greater abundance of nitrophilic species. The effluent-dominated Santa Cruz River in southern Arizona, with a shallow groundwater upper reach and deep groundwater lower reach, served as a study river while the San Pedro River provided a control. Analysis revealed that woody species richness and composition were similar between the two systems. Hydric pioneers (Populus fremontii, Salix gooddingii) were dominant at perennial sites on both rivers. Nitrophilic species (Conium maculatum, Polygonum lapathifolium) dominated herbaceous plant communities and plant heights were greatest in effluent-dominated reaches. Riparian vegetation declined with increasing downstream distance in the upper Santa Cruz, while patterns in the lower Santa Cruz were confounded by additional downstream agricultural input and a channelized floodplain. There were distinct longitudinal and lateral shifts toward more xeric species with increasing downstream distance and increasing lateral distance from the low-flow channel. Patterns in the upper and lower Santa Cruz reaches indicate that water availability drives riparian vegetation outcomes below treatment facilities. Ultimately, this research informs decision processes and increases adaptive capacity for water resources policy and management through the integration of ecological data in decision frameworks regarding the release of effluent for environmental flows.
ContributorsWhite, Margaret Susan (Author) / Stromberg, Juliet C. (Thesis advisor) / Fisher, Stuart G. (Committee member) / White, Dave (Committee member) / Holway, James (Committee member) / Wu, Jianguo (Committee member) / Arizona State University (Publisher)
Created2011
Description
Economic development over the last century has driven a tripling of the world's population, a twenty-fold increase in fossil fuel consumption, and a tripling of traditional biomass consumption. The associated broad income and wealth inequities are retaining over 2 billion people in poverty. Adding to this, fossil fuel combustion is impacting the environment across spatial and temporal scales and the cost of energy is outpacing all other variable costs for most industries. With 60% of world energy delivered in 2008 consumed by the commercial and industrial sector, the fragmented and disparate energy-related decision making within organizations are largely responsible for the inefficient and impacting use of energy resources. The global transition towards sustainable development will require the collective efforts of national, regional, and local governments, institutions, the private sector, and a well-informed public. The leadership role in this transition could be provided by private and public sector organizations, by way of sustainability-oriented organizations, cultures, and infrastructure. The diversity in literature exemplifies the developing nature of sustainability science, with most sustainability assessment approaches and frameworks lacking transformational characteristics, tending to focus on analytical methods. In general, some shortfalls in sustainability assessment processes include lack of: * thorough stakeholder participation in systems and stakeholder mapping, * participatory envisioning of future sustainable states, * normative aggregation of results to provide an overall measure of sustainability, and * influence within strategic decision-making processes. Specific to energy sustainability assessments, while some authors aggregate results to provide overall sustainability scores, assessments have focused solely on energy supply scenarios, while including the deficits discussed above. This paper presents a framework for supporting organizational transition processes towards sustainable energy systems, using systems and stakeholder mapping, participatory envisioning, and sustainability assessment to prepare the development of transition strategies towards realizing long-term energy sustainability. The energy system at Arizona State University's Tempe campus (ASU) in 2008 was used as a baseline to evaluate the sustainability of the current system. From interviews and participatory workshops, energy system stakeholders provided information to map the current system and measure its performance. Utilizing operationalized principles of energy sustainability, stakeholders envisioned a future sustainable state of the energy system, and then developed strategies to begin transition of the current system to its potential future sustainable state. Key findings include stakeholders recognizing that the current energy system is unsustainable as measured against principles of energy sustainability and an envisioned future sustainable state of the energy system. Also, insufficient governmental stakeholder engagement upstream within the current system could lead to added risk as regulations affect energy supply. Energy demand behavior and consumption patterns are insufficiently understood by current stakeholders, limiting participation and accountability from consumers. In conclusion, although this research study focused on the Tempe campus, ASU could apply this process to other campuses thereby improving overall ASU energy system sustainability. Expanding stakeholder engagement upstream within the energy system and better understanding energy consumption behavior can also improve long-term energy sustainability. Finally, benchmarking ASU's performance against its peer universities could expand the current climate commitment of participants to broader sustainability goals.
ContributorsBuch, Rajesh (Author) / Wiek, Arnim (Thesis advisor) / Basile, George (Thesis advisor) / Williams, Eric (Committee member) / Arizona State University (Publisher)
Created2011
Description
Sustainability visioning (i.e. the construction of sustainable future states) is considered an important component of sustainability research, for instance, in transformational sustainability science or in planning for urban sustainability. Visioning frees sustainability research from the dominant focus on analyzing problem constellations and opens it towards positive contributions to social innovation and transformation. Calls are repeatedly made for visions that can guide us towards sustainable futures. Scattered across a broad range of fields (i.e. business, non-government organization, land-use management, natural resource management, sustainability science, urban and regional planning) are an abundance of visioning studies. However, among the few evaluative studies in the literature there are apparent deficits in both the research and practice of visioning that curtails our expectations and prospects of realizing process-based and product-derived outcomes. These deficits suggests that calls instead should focus on the development of applied and theoretical understanding of crafting sustainability visions, enhancing the rigor and robustness of visioning methodology, and on integrating practice, research, and education for collaborative sustainability visioning. From an analysis of prominent visioning and sustainability visioning studies in the literature, this dissertation articulates what is sustainability visioning and synthesizes a conceptual framework for criteria-based design and evaluation of sustainability visioning studies. While current visioning methodologies comply with some of these guidelines, none adhere to all of them. From this research, a novel sustainability visioning methodology is designed to address this gap to craft visions that are shared, systemic, principles-based, action-oriented, relevant, and creative (i.e. SPARC visioning methodology) and evaluated across all quality criteria. Empirical studies were conducted to test and apply the conceptual and methodological frameworks -- with an emphasis on enhancing the rigor and robustness in real world visioning processes for urban planning and teaching sustainability competencies. In-depth descriptions of the collaborative visioning studies demonstrate tangible outcomes for: (a) implementing the above sustainability visioning methodology, including evaluative procedures; (b) adopting meaningful interactive engagement procedures; (c) integrating advanced analytical modeling, sustainability appraisal, and creativity enhancing procedures; and (d) developing perspective and methodological capacity for long-range sustainability planning.
ContributorsIwaniec, David (Author) / Wiek, Arnim (Thesis advisor) / Childers, Daniel L. (Committee member) / Lant, Timothy (Committee member) / Arizona State University (Publisher)
Created2013