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All Subjects: Customer Service
All Subjects: Agriculture
Member of: Theses and Dissertations

QUALITIES OF EXEMPLARY CUSTOMER SERVICE: CAPTURING THE COMPLETE STARBUCKS GUEST EXPERIENCE

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

The Economic Feasibility of Indoor Vertical Farming

Description

The United Nation's forecasts the World's population to grow to 9 billion by year 2050. This statistic, coupled with the fact that current organic food production yields average near 40% lower than conventionally grown crops, indicates that current methods of "sustainable" agriculture are sure to strip the planet of more wildlife habitat in order to feed so many mouths. Plus, erratic weather causing inconsistent crop production will leave vulnerable groups highly susceptible to famine. Agriculture today has a very complex supply chain that pulls resources from around the world to take to market. The Vertical Farm, LLC (TVF) seeks to change this reality and make 100% chemical free product, available locally to all major markets. The Vertical Farm, LLC is much different than a typical farm and operates on a soil-less hydroponic growing system. This system uses up to 95% less water and less than 50% of the fertilizer that an open-air organic farm would consume, by delivering all of the necessary nutrients directly to its crop's roots and recycling the solution in a closed loop system. TVF seeks to operate in unutilized warehouses and retail spaces, which will serve to control every aspects of the growing environment. This entails replacing sunlight with specially designed LED lights for horticulture applications and an HVAC system that creates the perfect growing conditions for plants to transpire. All of these capabilities translate into TVF being able to grow consistently year-round, regardless of weather, and produce quality local vegetables 30% faster than a conventional farm. In order to determine the economic feasibility of this business model, a prototype first had to be designed, which can be seen on Appendix A, B, & C. This system, designed in collaboration with University of Arizona's Controlled Environment Agricultural Center's Director, Gene Giacomelli PH. D., has determined that the roughly 1.75-acre system is capable of producing over 2.5 million pounds of lettuce every year. The footprint of the building includes all 3 major aspects of produce production, growing, harvesting, and packaging, and this vertically integrated business model allows The Vertical Farm to capture the most value, while taking its product to market. The net operating income of this prototype design is estimated to be 11.94%, with revenue in excess of $5.7 million and the largest costs being the LED lights and electricity. The Vertical Farm has mitigated its potentially largest cost, labor, by streamlining all processes of production in addition to employing the use of high-tech materials handling robots to transport crops within the facility. The Vertical Farm's production facility is not designed with human comfortability in mind (aisles are only 3' wide), but instead maximizes floor space utilization in order to produce as many pounds of product as possible. As a result, The Vertical Farm's prototype not only demonstrates the economic feasibility of indoor vertical farming today, but also gives significant merit to its growth potential to capture a portion of the $20 billion American vegetable market.

ContributorsNickerson, Michael Scott (Author) / Eaton, Kathryn (Thesis director) / Schlacter, John (Committee member) / Department of Management and Entrepreneurship (Contributor) / Barrett, The Honors College (Contributor)

Created2016-12

Moving Utilities into the Modern Age: A Proposal to Leverage Technology to Improve the Customer Experience

Description

In today's business environment, customer service is more critical than ever. It is a major factor when consumers decide where to take their business. However, consumer choice is not applicable to all businesses for example, public utilities. Consumers do not have a choice in picking which utility company provides them service; the choice depends upon local jurisdictions and predetermined service territories. This lack of choice creates a "forced relationship" between consumers and public utilities. Because the nature of this relationship can have a negative impact, public utilities need to reevaluate their approach and invest in effective customer service as a valuable tool to achieve their organizational goals. This study investigates the need for public utilities to expand their investment; explores the available avenues to expand their investment; and offers a recommended pathway with the features and interface to expand their investment. Technology is the key in achieving organizational goals as it can reengineer internal and external operations. Self-service technology (SST) along with the features of gamification enable an organization to reengineer both its internal and its external operations. Companies can shift work from employees to customers and develop new mediums for customer service interaction. Overall, three investments are analyzed: traditional call centers, online, and mobile. The analysis focuses on available features and how those features affect the achievement of organizational goals. Two studies comprise interviews with utility representatives and a customer survey completed to reinforce findings. Based on the research, a smartphone application is the best option to enhance customer service while addressing all organizational goals.

ContributorsKosednar, Andrew Steven (Author) / Eaton, Kathryn (Thesis director) / Brendza, Daniel (Committee member) / WPC Graduate Programs (Contributor) / School of Accountancy (Contributor) / Barrett, The Honors College (Contributor)

Created2016-12