Matching Items (13)
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- All Subjects: Customer Service
- All Subjects: Attendance
- All Subjects: Major League Baseball
- Creators: Mokwa, Michael
- Member of: Theses and Dissertations
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 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
Description
Marketing to the Hispanic Demographic: A Case Study in Major League Baseball According to the 2010 U.S. Census, a rough estimate of the current Hispanic population in the U.S. is 16.3% of the total population roughly 50.5 Million residents. Hispanics also currently have $1.5 Trillion in buying power. This number is only expected to grow at an exponential rate in the near future, and marketers need to understand what this means and how to prepare to market to the Hispanic demographic. Marketers need to be able to answer the vital question: "How do I market effectively to Hispanics?" Major League Baseball was chosen as the reference point for examples of how to market to Hispanics due to the large number MLB players that identify as Hispanic. MLB has recognized that their fans like to identify with players that look like them or know and understand their culture. Hispanic fans continue to grow a strong connection to the team and players through the common denominator of culture. Careful investigation of secondary sources, and direct interviews with front office employees from seven different Major League Baseball franchises allowed for a set of overall conclusions to be formed. The overall conclusions formulated were: the need to incorporate language, traditions, family, and above all culture into marketing when seeking to target Hispanics. The most successful teams who have implemented great Hispanic marketing initiatives have hired specific employees who are bilingual and bicultural. Hiring these employees and encouraging creativity and innovation is ultimately what will bring about success in marketing efforts. The last conclusion formulated was that the utmost important fact to remember is that marketing efforts need to show individuals being targeted that the institution targeting them cares about them as people in a sincere manner.
ContributorsYslas, Lizette Miranda (Author) / Mokwa, Michael (Thesis director) / Eaton, John (Committee member) / Department of Marketing (Contributor) / Barrett, The Honors College (Contributor)
Created2017-05
Description
The goal of my thesis is to discover what fans, specifically students, want to see at the games and what different marketing efforts will encourage them to attend these games more frequently. I will also be analyzing what different factors of the game impact attendance the most to minimize these obstacles for consumers. I look at past research and trends when it comes to attendance, determining which factors and attributes of the game influence the students the most. Students are a portion of the target audience for the Diamondbacks which is the audience I will be focusing on. I conduct research to find the overall interest in sports and find out what influences students to attend games. The student ticket program with the Arizona Diamondbacks is available to all students over the age of 18, and I will find out how knowledgeable students are about this program along with their level of interest. I will then determine what steps the Diamondbacks should take next to combat the decreasing attendance levels.
ContributorsKenny, Carsen (Author) / Eaton, John (Thesis director) / Mokwa, Michael (Committee member) / Barrett, The Honors College (Contributor) / Department of Information Systems (Contributor) / Department of Finance (Contributor) / Department of Marketing (Contributor)
Created2023-05
ContributorsKenny, Carsen (Author) / Eaton, John (Thesis director) / Mokwa, Michael (Committee member) / Barrett, The Honors College (Contributor) / Department of Information Systems (Contributor) / Department of Finance (Contributor) / Department of Marketing (Contributor)
Created2023-05
ContributorsKenny, Carsen (Author) / Eaton, John (Thesis director) / Mokwa, Michael (Committee member) / Barrett, The Honors College (Contributor) / Department of Information Systems (Contributor) / Department of Finance (Contributor) / Department of Marketing (Contributor)
Created2023-05
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
An analysis of Major League Baseball (MLB) attendance drivers and fan segmentation strategies to identify ways in which teams can attract fans. Core elements of drivers and fan segments are identified then practically applied to three modern MLB franchises. The thesis concludes with recommendations for each of the chosen franchises, as well as, for MLB as a whole, outlining how the league and teams can more effectively serve their fanbase and improve attendance.
ContributorsBrown, Jake (Author) / Mozilo, Dominick (Co-author) / Pleskovitch, Jack (Co-author) / Mokwa, Michael (Thesis director) / Eaton, John (Committee member) / Barrett, The Honors College (Contributor) / Department of Information Systems (Contributor) / Department of Supply Chain Management (Contributor)
Created2022-05
Description
This thesis explores data-driven engagement strategies for the ASU Baseball team to implement in order to increase student attendance at their home games, held at Phoenix Municipal Stadium, given that all general students have a financial buy-in to their collegiate athletic programs. Developing a loyal fan base is essential to a team’s overall success, leading to an increased sense of pride and passion for on-field heroism. Our research team's focus was on analyzing the brand positioning of the Sun Devil Baseball program to determine what opportunities exist within the program. Our methods included collecting secondary data and conducting primary research via a Qualtrics survey administered to undergraduate students on ASU’s campus. The survey results were then used to propose data-driven engagement strategies covering various aspects of campus life in order to provide a well-designed value proposition. Additionally, we used findings from our secondary data to evolve our recommendations past student attendance and into overall presence as well. Through conducting research of different histories, examining the current situation, then identifying an opportunity to grow along with a plan of action, this creative project will cover multiple key areas of a student brand report.
ContributorsBerge, Nicole (Author) / Personale, Caitlin (Co-author) / Mokwa, Michael (Thesis director) / Eaton, John (Committee member) / Barrett, The Honors College (Contributor) / Department of Marketing (Contributor) / School of Sustainability (Contributor)
Created2022-05
Description
An analysis of Major League Baseball (MLB) attendance drivers and fan segmentation strategies to identify ways in which teams can attract fans. Core elements of drivers and fan segmentation are identified then practically applied to three modern MLB franchises. The thesis concludes with recommendations for each of the chosen franchises, as well as, for MLB as a whole, outlining how the league and teams can more effectively serve their fanbase and improve attendance.
ContributorsMozilo, Dominick (Author) / Brown, Jake (Co-author) / Pleskovitch, Jack (Co-author) / Mokwa, Michael (Thesis director) / Eaton, John (Committee member) / Barrett, The Honors College (Contributor) / School of International Letters and Cultures (Contributor) / Department of Economics (Contributor)
Created2022-05
Description
An analysis of Major League Baseball (MLB) attendance drivers and fan segmentation strategies to identify ways in which teams can attract fans. Core elements of drivers and fan segments are identified then practically applied to three modern MLB franchises. The thesis concludes with recommendations for each of the chosen franchises, as well as, for MLB as a whole, outlining how the league and teams can more effectively serve their fanbase and improve attendance.
ContributorsPleskovitch, Jack (Author) / Brown, Jake (Co-author) / Mozilo, Dominick (Thesis director) / Mokwa, Michael (Committee member) / Eaton, John (Committee member) / Barrett, The Honors College (Contributor) / Department of Management and Entrepreneurship (Contributor)
Created2022-05