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- Creators: School of Accountancy
- Member of: Barrett, The Honors College Thesis/Creative Project Collection
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.
Green Pages is a sustainability-focused magazine publication created by our team in response to the need for increased post-secondary awareness and interest in the ethical circular economy. The magazine, designed and written by Dale Helvoigt, Caroline Yu, and Anne Snyder is available digitally and free of charge so that students and non-students alike have access to information and resources regarding sustainability. Each article is thoroughly researched with references provided so our readers seek to continue their education into our content. The end goal of Green Pages is to foster interest in all individuals, especially young people, on the current environmental climate and the sustainable practices that can be adopted into one's lifestyle in pursuit of a "greener" future.