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- All Subjects: Technology
- Creators: School of Accountancy
- Member of: Barrett, The Honors College Thesis/Creative Project Collection
- Status: Published
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.
education in America is dire and in critical need of reform, (2) this dire state is evidenced by
statistics reporting that both student test scores and mental health are declining, (3) these issues
are perpetuated by recent efforts to implement extreme amounts of digital technology into
classrooms, rigid standardization and assessment-based learning, and the lack of attention paid to
philosophy and religion in public K-12 curricula, and (4) that many of these issues could be
resolved through the implementation of a curriculum teaching “mindfulness”. “Mindfulness” has
many different interpretations, but for this thesis will refer to an umbrella of skills that can be
taught and honed through critically reading and discussing philosophical and religious texts, as
well as engaging in different types of meditative practices. Skills such as logical and deductive
reasoning, ethics, emotional regulation, debate, public speaking, goal-setting, organization, and
planning. Practices and exercises found in philosophy, but many students may not necessarily be
accustomed to (meditation, yoga, silent prayer, stoic contemplation), would be read about,
practiced, and/or discussed, likely before class discussions on the day’s text. Implementing such
a curriculum can occur at varying degrees of intensity, with increasing levels of effectiveness
with each increase in the intensity of implementation.