Matching Items (5)
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- All Subjects: Business
- All Subjects: Customer Service
- Member of: Theses and Dissertations
Description
In my exploration of the expectations of customer service that people have in regards to their visits at Starbucks retail stores, I will utilize Laswell's Model of Communication and the theory of symbolic interactionism to guide my findings. These overarching ideas provide a foundation for understanding the communication process as a whole, and will therefore allow us to extract meaningful information from regular interactions between Starbucks employees and consumers. Additionally, my goal is for these discoveries to produce insight in regards to critical customer service qualities that other businesses should incorporate into their own customer service programs in order to find success.
ContributorsRomero, Felipe Antonio (Author) / Martin, Judith (Thesis director) / Robinson, Jennifer (Committee member) / Propes, Rebecca (Committee member) / Barrett, The Honors College (Contributor) / Hugh Downs School of Human Communication (Contributor)
Created2014-12
Description
This online course is designed to educate students on the most popular yet conflicting generations: Millennials and Generation Xers. The lectures discuss what is a generation, what makes someone a Millennial or Generation Xer, and explains how to communicate with each generation. Whether you are a manager, coworker, or student, this course will teach you how each generation views the world, and how you can effectively communicate and relate to both generations. Below is a link to take this course at a discounted price: https://www.udemy.com/generational-communication-in-the-workplace/?couponCode=COMMUNICATE
ContributorsTaylor, Charlotte Ann (Author) / Desch, Timothy (Thesis director) / Adame, Elissa (Committee member) / School of Music (Contributor) / The Design School (Contributor) / W.P. Carey School of Business (Contributor) / Barrett, The Honors College (Contributor)
Created2018-05
Description
A fun, interactive, and practical motivational speaking package designed to inspire and encourage high school and college students, as well as young adults, to achieve success and discover their leadership potential. Using secrets learned from starting my own business, Board Blazers LED Underglow Skateboard Lighting, and performing as Drum Major of the 400+ member ASU Sun Devil Marching Band, I share tips and tricks that can be applied in everyday life. Topics include surviving in difficult leadership situations unique to young leaders, celebrity confidence secrets, and creating infectious enthusiasm while working on a team.
ContributorsRudolph, Gregory James (Author) / Eaton, John (Thesis director) / Desch, Timothy (Committee member) / Barrett, The Honors College (Contributor) / Department of Marketing (Contributor) / Department of Supply Chain Management (Contributor) / W. P. Carey School of Business (Contributor)
Created2014-05
Description
The thesis titled "Exploring Undergraduate Admissions through the Development of Shadowing Programs" is an organizational study and analysis of a shadowing program developed by Krista Moller, Ryan Johnson, and Kean Thomas. It resulted in the creation of a 25+ person student organization in the W.P. Carey School of Business called "Explore". The organization received backing and support from the admissions department in W.P. Carey, notably Dean of Admissions, Timothy Desch. The organization's members (titled "ambassadors") host a high school student interested in the business school for a day of class. High school students are matched with an ambassador based on majors they might be interested in, and ideally the result of the day of shadowing is the high school student having a better understanding of the opportunities available at W.P. Carey. The organization began in the fall of 2013, and was intended to be used as a thesis project from its inception. As a result, the founder's experiences were carefully documented and this allowed for a detailed analysis to take place. The analysis delves into the difficulties faced by the organization's members and executive board as a result of internal and external influences. The successes and experiences they were fortunate enough to have are also detailed, and plans for the organization's future are included as well. In addition, the Explore program is analyzed in comparison to other programs around the country and even in Canada, with the goal being to see where we could potentially strengthen our program. The founders of the Explore program (and authors of this thesis) hope other students might learn from it so that more programs such as Explore can be created, benefiting the local community and ASU itself.
ContributorsMoller, Krista (Co-author) / Johnson, Ryan (Co-author) / Thomas, Kean (Co-author) / Suk, Mina (Thesis director) / Desch, Timothy (Committee member) / School of Accountancy (Contributor) / W. P. Carey School of Business (Contributor) / WPC Graduate Programs (Contributor) / Department of Supply Chain Management (Contributor) / Department of Finance (Contributor) / Barrett, The Honors College (Contributor)
Created2015-12
Description
This study examines how a commitment to service can impact and come to exemplify a company’s brand image, customer loyalty, and overall organizational success. It examines the history and evolution of customer service, as well as what commitment to service looks like in present-day businesses. It differentiates companies that have attained a reputation for superior service and companies that have struggled to overcome service failures. Trader Joe’s, The Ritz-Carlton Hotel Company, Chick-fil-A, Southwest Airlines, and The Walt Disney Company are identified as five companies that have attained a reputation for remarkable service. This study includes five analyses to understand each company’s mission, history, leadership, employee engagement, and organizational culture. This study synthesizes how an unwavering commitment to customers, emphasis on employee empowerment, and ability to embed service in culture are common themes that can significantly contribute to a company’s ability to develop a reputation for remarkable service.
ContributorsBarr, Chandler Wallace (Author) / Desch, Timothy (Thesis director) / Shick, Jennifer (Committee member) / Department of Management and Entrepreneurship (Contributor) / Department of Marketing (Contributor) / School of Community Resources and Development (Contributor) / Barrett, The Honors College (Contributor)
Created2020-05