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- All Subjects: Technology
- Creators: School of Accountancy
- Resource Type: Text
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.
We attempted to apply a novel approach to stock market predictions. The Logistic Regression machine learning algorithm (Joseph Berkson) was applied to analyze news article headlines as represented by a bag-of-words (tri-gram and single-gram) representation in an attempt to predict the trends of stock prices based on the Dow Jones Industrial Average. The results showed that a tri-gram bag led to a 49% trend accuracy, a 1% increase when compared to the single-gram representation’s accuracy of 48%.
The field of veterinary medicine can be rewarding, but also very demanding. Research has shown that many practicing veterinarians struggle with mental illness, and the profession has one of the highest suicide rates in the United States. Research has also shown that many veterinary students struggle with mental illness. It is important to further research the mental health of veterinary students and how that can correlate with one's mental health as a practicing veterinarian. The purpose of this project is to summarize findings of the literature concerning the mental health of veterinary students and to present a new resource, the Wisdom Vet app, that can potentially support the well-being of veterinary students.