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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…

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
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The Customer is Always Right: Why Commitment to Service is Key to Positive Brand Image, Customer Loyalty, and Organizational Success

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…

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

Social Renaissance: A Social Media Marketing Agency

Description
This thesis, written in the first person, documents the chronological events in developing Social Renaissance - a social media marketing agency. The founder of Social Renaissance and author of this senior thesis project is Sara Kahn, a fourth year student at Arizona State University in Barrett, The Honors College. Sara…

This thesis, written in the first person, documents the chronological events in developing Social Renaissance - a social media marketing agency. The founder of Social Renaissance and author of this senior thesis project is Sara Kahn, a fourth year student at Arizona State University in Barrett, The Honors College. Sara is graduating in May of 2022 with a Bachelor’s of Science in Business Entrepreneurship from the W. P. Carey School of Business. She is also graduating with a Minor in Special Events Management from the Watts College – School of Community Resources and Development. Sara has over 10 years of entrepreneurial experience and more than 3 years of marketing experience. This background uniquely positions her to develop Social Renaissance as a venture. This thesis will discuss the successes and failures experienced throughout the development process, key takeaways, and next steps for Social Renaissance. Enjoy!
ContributorsKahn, Sara (Author) / Sebold, Brent (Thesis director) / Mesquita, Luiz (Committee member) / Barrett, The Honors College (Contributor) / School of Community Resources and Development (Contributor) / Department of Management and Entrepreneurship (Contributor)
Created2022-05
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Khan Final Project (Spring 2022)

Description

This thesis, written in the first person, documents the chronological events in developing Social Renaissance - a social media marketing agency. The founder of Social Renaissance and author of this senior thesis project is Sara Kahn, a fourth year student at Arizona State University in Barrett, The Honors College. Sara…

This thesis, written in the first person, documents the chronological events in developing Social Renaissance - a social media marketing agency. The founder of Social Renaissance and author of this senior thesis project is Sara Kahn, a fourth year student at Arizona State University in Barrett, The Honors College. Sara is graduating in May of 2022 with a Bachelor’s of Science in Business Entrepreneurship from the W. P. Carey School of Business. She is also graduating with a Minor in Special Events Management from the Watts College – School of Community Resources and Development. Sara has over 10 years of entrepreneurial experience and more than 3 years of marketing experience. This background uniquely positions her to develop Social Renaissance as a venture. This thesis will discuss the successes and failures experienced throughout the development process, key takeaways, and next steps for Social Renaissance. Enjoy!
ContributorsKahn, Sara (Author) / Sebold, Brent (Thesis director) / Mesquita, Luiz (Committee member) / Barrett, The Honors College (Contributor) / School of Community Resources and Development (Contributor)
Created2022-05
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Khan Thesis Defense Presentation (Spring 2022)

Description

This thesis, written in the first person, documents the chronological events in developing Social Renaissance - a social media marketing agency. The founder of Social Renaissance and author of this senior thesis project is Sara Kahn, a fourth year student at Arizona State University in Barrett, The Honors College. Sara…

This thesis, written in the first person, documents the chronological events in developing Social Renaissance - a social media marketing agency. The founder of Social Renaissance and author of this senior thesis project is Sara Kahn, a fourth year student at Arizona State University in Barrett, The Honors College. Sara is graduating in May of 2022 with a Bachelor’s of Science in Business Entrepreneurship from the W. P. Carey School of Business. She is also graduating with a Minor in Special Events Management from the Watts College – School of Community Resources and Development. Sara has over 10 years of entrepreneurial experience and more than 3 years of marketing experience. This background uniquely positions her to develop Social Renaissance as a venture. This thesis will discuss the successes and failures experienced throughout the development process, key takeaways, and next steps for Social Renaissance. Enjoy!
ContributorsKahn, Sara (Author) / Sebold, Brent (Thesis director) / Mesquita, Luiz (Committee member) / Barrett, The Honors College (Contributor) / School of Community Resources and Development (Contributor)
Created2022-05