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- Creators: Arizona State University
- Creators: Roberts, Nicole
- 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
In the rural, modern American West, two Manichean perspectives of the human-nature relationship have contributed to vehement environmental conflicts. Adopting developer Calvin Black and writer Edward Abbey as archetypes, I explore the endurance of these two ideologies in the redrock canyon country of southern Utah and northern Arizona. Black represents the historically dominant anthropocentric view among Euro Americans that nature ought to be domesticated and commoditized; the competing view, represented by Abbey, is eco-centric and considers the intrinsic value of the broader ecological community beyond its utilitarian function. I argue that environmental conflict in the canyon country has been driven by ideologues who espouse one of these two deeply entrenched and seemingly irreconcilable perspectives. Modern-day conflicts over wilderness, land use, and rural development are endemic, rooted in heritage and culture and driven by particular Anglo-American religious and secular beliefs that reflect differing ways of “seeing” the land. In particular these contending perspectives are reflected in the “built” landscape. Using one especially ubiquitous human imprint on the land as both trope and subject, I explore the political and cultural meanings of roads as symbols variously of progress and of exploitation. Questions of road development and public lands access became the center point of environmental conflict driven by dichotomous worldviews that demonized the opposition and its position. What developed in the last half century is a discourse dictated by categories created by ideologues. This dissertation not only explores the particular circumstances that made these environmental contests volatile in an American desert, but it also meditates broadly on the nature of environmental compromise and conflict, the place of people in "wild" landscapes, and the discontents of rural communities upended by new economic realities. This study illustrates generally how people perceive the land, the technology they wield to manipulate it, and the broader cultural and political transformations that result.
ContributorsRogers, Jedediah S. (Jedediah Smart), 1978- (Author) / Hirt, Paul W. (Thesis advisor) / Pyne, Stephen J. (Committee member) / Fixico, Donald L. (Committee member) / Arizona State University (Publisher)
Created2011
Description
Research on psychological help seeking has continued to grow as the field of psychology has expanded. Much of the research is often variable driven and assumes this construct is a global construct. The current study used the Theory of Planned Behavior to provide a theory based approach to understanding psychological help seeking intention. Also, the theory was tested for three common presenting concerns: Anxiety or Depression, Career Choice Concerns, and Alcohol or Substance Use. Two samples of over 400 university students completed surveys for all three concerns. Results produced invariance across path loadings for the concerns being compared. When thinking about seeking psychological help, university students do not appear to consider the type of concern but do rely on attitude, stigma, and how much control and efficacy they have to address their problems on their own. Mean differences emerged for some variables in the model, but no meaningful mean differences were noted for gender. Overall, the variables used in the decision making process do not appear to consider concern when seeking help, but the beliefs about seeking help differ some. These results extend the Theory of Planned Behavior to consider the importance of an individual's ability to address their problem on their own. When considering psychological help seeking, college students have similar attitudes and beliefs about their ability to access mental health resources, their beliefs about stigma, ability to address their problems on their own, and their intention to seek help vary more by concern. The specific concerns being addressed does not appear to impact the weight each variable is given in the decision making process; attitude, stigma, and ability to solve the problem on their own appear to be the variables given greatest consideration.
ContributorsHess, Timothy Robert (Author) / Tracey, Terence J. G. (Thesis advisor) / Claiborn, Charles (Committee member) / Sheu, Hung-Bin (Committee member) / Arizona State University (Publisher)
Created2011
Descriptionnone
ContributorsZamil, Ruaa (Author) / Parmentier, Mary J (Thesis advisor) / Chhetri, Nalini (Committee member) / Grossman, Gary (Committee member) / Arizona State University (Publisher)
Created2013
Description
There is a lack of music therapy services for college students who have problems with depression and/or anxiety. Even among universities and colleges that offer music therapy degrees, there are no known programs offering music therapy to the institution's students. Female college students are particularly vulnerable to depression and anxiety symptoms compared to their male counterparts. Many students who experience mental health problems do not receive treatment, because of lack of knowledge, lack of services, or refusal of treatment. Music therapy is proposed as a reliable and valid complement or even an alternative to traditional counseling and pharmacotherapy because of the appeal of music to young women and the potential for a music therapy group to help isolated students form supportive networks. The present study recruited 14 female university students to participate in a randomized controlled trial of short-term group music therapy to address symptoms of depression and anxiety. The students were randomly divided into either the treatment group or the control group. Over 4 weeks, each group completed surveys related to depression and anxiety. Results indicate that the treatment group's depression and anxiety scores gradually decreased over the span of the treatment protocol. The control group showed either maintenance or slight worsening of depression and anxiety scores. Although none of the results were statistically significant, the general trend indicates that group music therapy was beneficial for the students. A qualitative analysis was also conducted for the treatment group. Common themes were financial concerns, relationship problems, loneliness, and time management/academic stress. All participants indicated that they benefited from the sessions. The group progressed in its cohesion and the participants bonded to the extent that they formed a supportive network which lasted beyond the end of the protocol. The results of this study are by no means conclusive, but do indicate that colleges with music therapy degree programs should consider adding music therapy services for their general student bodies.
ContributorsAshton, Barbara (Author) / Crowe, Barbara J. (Thesis advisor) / Rio, Robin (Committee member) / Davis, Mary (Committee member) / Arizona State University (Publisher)
Created2013
Description
The body is capable of regulating hunger in several ways. Some of these hunger regulation methods are innate, such as genetics, and some, such as the responses to stress and to the smell of food, are innate but can be affected by body conditions such as BMI and physical activity. Further, some hunger regulation methods stem from learned behaviors originating from cultural pressures or parenting styles. These latter regulation methods for hunger can be grouped into the categories: emotion, environment, and physical. The factors that regulate hunger can also influence the incidence of disordered eating, such as eating in the absence of hunger (EAH). Eating in the absence of hunger can occur in one of two scenarios, continuous EAH or beginning EAH. College students are at a particularly high risk for EAH and weight gain due to stress, social pressures, and the constant availability of energy dense and nutrient poor food options. The purpose of this study is to validate a modified EAH-C survey in college students and to discover which of the three latent factors (emotion, environment, physical) best predicts continual and beginning EAH. To do so, a modified EAH-C survey, with additional demographic components, was administered to students at a major southwest university. This survey contained two questions, one each for continuing and beginning EAH, regarding 14 factors related to emotional, physical, or environmental reasons that may trigger EAH. The results from this study revealed that the continual and beginning EAH surveys displayed good internal consistency reliability. We found that for beginning and continuing EAH, although emotion is the strongest predictor of EAH, all three latent factors are significant predictors of EAH. In addition, we found that environmental factors had the greatest influence on an individual's likelihood to continue to eat in the absence of hunger. Due to statistical abnormalities and differing numbers of factors in each category, we were unable to determine which of the three factors exerted the greatest influence on an individual's likelihood to begin eating in the absence of hunger. These results can be utilized to develop educational tools aimed at reducing EAH in college students, and ultimately reducing the likelihood for unhealthy weight gain and health complications related to obesity.
ContributorsGoett, Taylor (Author) / Johnston, Carol (Thesis advisor) / Lee, Chong (Committee member) / Lespron, Christy (Committee member) / Arizona State University (Publisher)
Created2013
Description
This qualitative research study explores the experiences of two foreign-born Asian students in a U.S. higher education institution. The data collected includes written responses to interview questions as well as guided questions from the participants, personal vignettes and reflections written by the participants along with data from informal interviews with each participant. Data was analyzed to address issues related to Asian identity, Discourse and cultural capital. The research approach used in this study was narrative analysis. Data collected through interview and guided questions were analyzed to determine themes participant vignettes and reflections were based on. The main purpose in using narrative analysis is to capture lived experiences of participants through their lenses, from their perspectives, and in their own words and voices. The analysis of data surfaced themes related to identity and discourse as well as cultural models. From these themes emerged issues related to identity struggles, disparity in discourse as well as negative self-perception. The main conclusion drawn from this research is the lack of clarity present for foreign-born Asian students to navigate their way through U.S higher education expectations and Discourses. The research uncovers the lack of support at the institutional level and proposes more collaboration between institutions, faculty and students in order to establish a more supportive learning environment.
ContributorsNuruddin, Shirin (Author) / Arias, Beatriz M (Thesis advisor) / Christine, Carol (Committee member) / Hudelson, Sarah (Committee member) / Arizona State University (Publisher)
Created2012
Description
Researchers have found inconsistent effects (negative or positive) of social relationships on self-control capacity. The variation of findings may depend on the aspects of social relationships. In this study, rather than examining overall social relationships and self-control, characteristics in social relationships were clearly defined, including social support, social connection and social conflict, to determine their specific effects on self-control. An online survey study was conducted, and 292 college students filled out the survey. For data analysis, path analysis was utilized to examined the direct effect and indirect effect from social relationships to self-control. Results showed social connection and social conflict may indirectly associate with self-control through stress, but social support does not. It may suggest, in traditional stress buffering model, it is the social connection in social support that really reduce the stress. Concerning the direct effects, social support and social connection were significantly associated with self-control directly, but social conflict does not. This result may support the Social Baseline Theory that positive social relationships have direct regulating effects. Results are good for guidance of experimental manipulation of social relationships in study of social influences of self-control.
ContributorsGuan, Xin (Author) / Burleson, Mary (Thesis advisor) / Roberts, Nicole (Committee member) / Schweitzer, Nicholas (Committee member) / Arizona State University (Publisher)
Created2012
Description
This action research dissertation study was undertaken to establish the foundation of a comprehensive evaluation component for the Turn-It-Around (TIA) workshop intervention program at Arizona State University (ASU), and was delivered in the form of a program development consultation. The study's intent was to enhance the ASU Counseling Service's departmental capacity to evaluate one of its important clinical services. The outcomes of this study included multiple assessments of TIA's evaluability and the fidelity of its implementation to its program design. The study products include a well-articulated program theory comprised of program goals, learning objectives, a detailed description of program activities, a logic model, and theoretical construct checklist documents articulating the behavioral science theory underlying the TIA intervention. In addition, instruments tailored to the Turn-It-Around intervention that are suitable for assessing program outcomes were developed and are implementation ready. TIA's clinical stakeholders were interviewed following the generation and delivery of the products and instruments mentioned above to determine whether they found the study's processes and products to be worthwhile and useful. In general, the clinicians reported that they were very satisfied with the benefits and outcomes of the program development consultation. As an action research dissertation, this study generated useful and usable collateral materials in the form of reports, documents, and models. These products are now at the disposal of TIA's institutional stakeholders for use in day-to-day business activities such as training new facilitators and liaisons, and giving presentations that describe the usefulness of TIA as an intervention. Beyond the documents generated to form a program evaluation infrastructure for Turn-It-Around, the processes involved in crafting the documents served to engage relevant stakeholders in a cycle of action research that enriched and solidified their understandings of TIA and furnished them with insight into their counterparts' thinking about the intervention and its potential to benefit the college students they are responsible for helping. Consistent with the intent of action research, the processes involved in accomplishing the objectives of this study surfaced new topics and questions that will be useful in subsequent cycles of program improvement.
ContributorsLacey, Sheila (Author) / Lacey, Sheila D (Thesis advisor) / Clark, Christopher (Committee member) / Kelley, Michael (Committee member) / Krasnow, Aaron (Committee member) / Arizona State University (Publisher)
Created2012
Description
This study described the multimodal communication patterns of college students and their parents, and examined how face-to-face and mediated communication frequencies relate to parental idealization and relational quality. Undergraduate students (N = 678) completed an online survey that assessed indicators of idealization (idealistic distortion and positive affect thinking), relational quality (relational/communication satisfaction, and relational closeness), and the frequency of face-to-face and mediated parental communication. Results indicated that average college students communicate with their primary parent 23 times per week, mostly via phone calls, text messaging, and face-to-face interaction. The frequency of mediated communication was positively related to both indicators of idealization and both indicators of relational quality. Moreover, idealization partially mediated the relationship between mediated communication frequency and relational quality. The frequency of face-to-face communication was inversely related to positive affect thinking. Indirect effects were also detected, such that face-to-face communication was negatively related to both indicators of relational quality as a function of positive affect thinking. Finally, this study examined whether students experience different levels of parental idealization and relational quality depending on whether their parent is geographically close or geographically distant, and whether they reside with their parent. Results indicated that students who live geographically distant from their parent experienced greater levels of idealization and relational quality than did student who live geographically close to yet separate from their parent, who reported greater levels of idealization and relational quality than students who live with their parent. These results were interpreted using concepts from interpersonal, family, and computer-mediated communication. Limitations and directions for future research were discussed.
ContributorsBryant, Erin M (Author) / Ramirez Jr., Artemio (Thesis advisor) / Floyd, Kory (Committee member) / Valiente, Carlos (Committee member) / Arizona State University (Publisher)
Created2012