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The first thought that comes to mind for most people when they hear of improvisation is most likely the memory of a funny performance seen on television shows such as Who’s Line is it Anyway? or perhaps the opportunity to be an audience member for a live improv troupe performance. In either of these settings, improvisation can be hilarious, dramatic and entertaining and it makes you wonder how people could possibly be making these scenes up on the spot. Unfortunately, not everyone has first-hand experience with the creative, team-building “magic” of improvisation games and exercises. Watching professional improvisation perform can be intimidating to an observer who hopes to one day be an improvisor themselves. Because of this, the immense benefits that improvisation can have within a professional workplace are often overlooked or ignored. I, myself, never had any experience with improvisation or being on stage until the second semester of my sophomore year when I made the choice to try out for ASU comedy.
ContributorsRussell, Anna (Author) / Soares, Rebecca (Thesis director) / Gneiting, Gary (Committee member) / College of Integrative Sciences and Arts (Contributor) / Dean, W.P. Carey School of Business (Contributor) / School of Art (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05
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
Description
This research examines the relationship between the famed organizational culture of Disney as a company and the profitability of Walt Disney World itself. There are several factors of the organizational culture within the employees or “cast members” of Walt Disney World that have become the reason Disney itself is so profitable. Those factors have included the training that every cast member must go through, knowledge of the company and the park alike and the positive treatment and benefits given to the cast members by upper management. The training of the cast members is known to establish high levels of trust and respect among the Disney organization and its guests, which can lead to a positive relationship and a long-term customer. The research in this study is to determine whether the organizational culture and the quality of the employees are what causes a Walt Disney World guest to become a customer and that has kept the profitability so high. The research discovered that Walt Disney World leadership has put too much of a focus on making profits. This pressure to make sales has caused organizational culture to become negative and motivation for cast members to sell to drop, causing more pressure from leadership to make sales.
ContributorsPorter, Megan Margaret (Author) / Maday, Renee (Thesis director) / Gimbal, AShley (Committee member) / Hugh Downs School of Human Communication (Contributor) / School of Community Resources and Development (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05