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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
Description
As the third-largest source of revenue, sponsorships play an integral role in the world of sports business. Sports are the fastest growing category among all sponsorship spending, with the North American sports sponsorship revenue expected to grow to $18.7 billion in 2020. Identified as the most valuable benefit for sponsors,

As the third-largest source of revenue, sponsorships play an integral role in the world of sports business. Sports are the fastest growing category among all sponsorship spending, with the North American sports sponsorship revenue expected to grow to $18.7 billion in 2020. Identified as the most valuable benefit for sponsors, category exclusivity rights allow a sponsor to be the only company in a certain category to have an official relationship with the property. However, the popularity of category exclusivity has been declining due to the high fee associated with it. This has led to sports properties splitting up previously exclusive category to allow multiple partners to hold rights. As a result, sponsors are finding exclusivity rights at a smaller level: specific marketing platforms. This strategy permits only one corporate partner to activate in a specified channel. Although not as prominent as in professional sports, category exclusivity is still a key factor in collegiate athletics sponsorships. Sponsors concentrate mainly on creating brand awareness as college students are at the age where they begin to make their own decisions. By increasing brand awareness, these companies are also increasing the probability that the students will purchase from it, and eventually become loyal, long-term consumers. As an intern for Sun Devil Athletics Corporate Partnerships, my experience guided me through a study of the exclusive sponsorships of Sun Devil Athletics. Through an analysis of ASU students' attitudes toward and knowledge of the official sponsors of Sun Devil Athletics, this thesis discusses the effectiveness of the exclusive sponsorships with a special focus on how being aware of a company's relationship to ASU affects students' intent to purchase that company's products or services.
ContributorsSmith, Lauren Rose (Author) / Eaton, John (Thesis director) / Mokwa, Michael (Committee member) / W. P. Carey School of Business (Contributor) / Sandra Day O'Connor College of Law (Contributor) / Department of Marketing (Contributor, Contributor) / Barrett, The Honors College (Contributor)
Created2017-05
Description
The landscape of professional sporting venues within the United States is changing. From 1990-2018, within the four main American professional sports leagues, 20 new NHL arenas, 24 new NBA arenas, 22 new NFL stadiums, and 26 new MLB stadiums were built. As the industry morphs, a handful of new initiatives

The landscape of professional sporting venues within the United States is changing. From 1990-2018, within the four main American professional sports leagues, 20 new NHL arenas, 24 new NBA arenas, 22 new NFL stadiums, and 26 new MLB stadiums were built. As the industry morphs, a handful of new initiatives are being worked into the construct of these venues including increased commercial areas for shopping and restaurants and sharing of the venues between two organizations in an attempt to increase the overall utilization of the spaces. Additionally, in Detroit, San Francisco and Atlanta, where new stadiums and arenas were just recently introduced, the municipalities are using the venues to catalyze further growth and development within the city. However, these trends, while innovative, are tethered to high prices.
This thesis seeks to analyze the changes in how current stadiums are being funded, the public’s reaction to and perception of those financing plans and what the future might hold. Research showed that tax dollars are increasingly unpopular and teams are moving away from using public money to fund sports venues. Gathered for this report, survey data of 815 Arizona State University students supported anecdotal evidence that people within a community are relatively unhappy with the idea of their money being used to partially subsidize wealthy sports organizations’ infrastructure. Altogether, recent evidence suggests that multi-use facilities funded in majority by private wealth are more popular and generate greater economic impact for the municipality than earlier in history, when heavily subsidized venues allowed teams to take advantage of local government and created fan mistrust.
ContributorsKleen, Brendon (Co-author) / Cwiakala, Alec (Co-author) / Eaton, John (Thesis director) / McIntosh, Daniel (Committee member) / Walter Cronkite School of Journalism & Mass Comm (Contributor, Contributor) / Department of Marketing (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05
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Description
Social media has grown into one of the most popular tools in the marketing industry. As social media continues to evolve, it allows for even greater transparency, communication, and relationships among users and businesses. There is no doubting that social media is an effective way to foster brand loyalty and

Social media has grown into one of the most popular tools in the marketing industry. As social media continues to evolve, it allows for even greater transparency, communication, and relationships among users and businesses. There is no doubting that social media is an effective way to foster brand loyalty and a community of brand advocates, however successful social media marketing requires a depth of knowledge, understanding of the market, and an established strategy. Social media has been extremely effective in sports business as it allows organizations to create a community for their fans where they can find real-time news, promotions, content, and information about their favorite teams. As an intern for the New York Mets tasked with covering the Arizona Fall League, my experience provided first-hand insight into the use of social media in the MLB. Through an analysis of the New York Mets social media strategy, this thesis discusses the effectiveness of social media as a marketing strategy, best practices, and current trends to provide a well-rounded analysis of the successful implementation of this tool.
ContributorsSherry, Jacqueline Faye (Author) / Eaton, John (Thesis director) / Mokwa, Michael (Committee member) / Barrett, The Honors College (Contributor)
Created2016-12
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Description

With as rapid a growth that Esports has had and its current introduction to the public mainstream, there is yet to be sufficient studies and research compiled to fully develop the profile of an Esport consumer. While companies such as Neilson and others have begun scratching the surface of the

With as rapid a growth that Esports has had and its current introduction to the public mainstream, there is yet to be sufficient studies and research compiled to fully develop the profile of an Esport consumer. While companies such as Neilson and others have begun scratching the surface of the Esport community, there is much that is relatively unknown. Consumer behavior patterns of traditional sports has been defined for years, however as the billion dollar a year industry that Esports is, Esport consumer behavior is still taking shape. This thesis will attempt to build upon previous studies conducted by former Arizona State University students to continue to define the Esport consumer. Through quantitative research conducted via an online survey consisting of demographic, behavioral, and psychographic questions, the stereotype of an Esport consumer will be dissolved to reveal their true nature. This study will prove to be an iteration among the previous research by -<br/>• Developing a functional segmentation of Esport consumers, which will allow for marketers within the industry to better understand their audience in their attempts to persuade/incentivize<br/>• Understanding and dissecting the scale of influence that content creators (those who play Esports for the purpose of entertaining through various platforms) and competitive Esport athletes have on certain segmentations of consumers<br/>• Discovering the impact the COVID-19 pandemic has had on certain segmentations in regards to their time spent playing themselves<br/><br/> After compiling results from this questionnaire, marketers that are both endemic and non-endemic brands seeking to partner within the Esports space will have a better understanding of their audience and how to connect with them.

ContributorsPearson, Samuel Tyler (Author) / McIntosh, Daniel (Thesis director) / Eaton, John (Committee member) / Department of Information Systems (Contributor) / Department of Marketing (Contributor) / Department of Management and Entrepreneurship (Contributor) / Sandra Day O'Connor College of Law (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description

This paper analyzes different issues within collegiate athletics. Further, it provides a roadmap for how leaders in collegiate athletics can better make decisions involving conference membership and media rights decisions that directly serve the interests of student-athletes, the athletic department, and the entire university community. Relevant literature is addressed in

This paper analyzes different issues within collegiate athletics. Further, it provides a roadmap for how leaders in collegiate athletics can better make decisions involving conference membership and media rights decisions that directly serve the interests of student-athletes, the athletic department, and the entire university community. Relevant literature is addressed in the literature review section regarding the financial components of college athletics and how conference realignment impacts different financial elements of the athletic department and university. Also, the literature review section focuses on how conference realignment decisions impact rivalries. The last part of the literature review focuses on a more contemporary analysis involving conference realignment and how changing some of the financial structures within college athletics would result in a more equitable and fair landscape regarding gender equity. Using data from the Knight-Newhouse College Athletics Database, financial data related to Texas A&M University, the University of Nebraska-Lincoln, and the University of Maryland-College Park were analyzed to determine how these three institutions were affected by their decisions to change conferences within the Power V. Each of these institutions athletic departments finances, including specific revenue and expense categories, were affected differently by their decision to change conferences, but this data can serve as an important indicator for how universities that are currently choosing to change conferences will be affected. Then the next portion of this paper involved primary data collection, where the sample consisted of Arizona State University Introduction to Marketing students. This survey focused on measuring the opinions of college sports fans regarding various issues and topics related to college athletics, including the role of college athletics within the university, conference realignment, the importance of rivalries, and media rights. Lastly, this paper includes an analysis and comparison of survey data from the University of California Office of the President, where UCLA student-athletes comprised the survey population. This survey focused on UCLA student-athletes’ opinions regarding UCLA’s decision to join the Big Ten conference.

ContributorsKole, Edward (Author) / Eaton, John (Thesis director) / McIntosh, Daniel (Committee member) / Barrett, The Honors College (Contributor) / Department of Marketing (Contributor)
Created2023-05
Description
This paper analyzes different issues within collegiate athletics. Further, it provides a roadmap for how leaders in collegiate athletics can better make decisions involving conference membership and media rights decisions that directly serve the interests of student-athletes, the athletic department, and the entire university community. Relevant literature is addressed in

This paper analyzes different issues within collegiate athletics. Further, it provides a roadmap for how leaders in collegiate athletics can better make decisions involving conference membership and media rights decisions that directly serve the interests of student-athletes, the athletic department, and the entire university community. Relevant literature is addressed in the literature review section regarding the financial components of college athletics and how conference realignment impacts different financial elements of the athletic department and university. Also, the literature review section focuses on how conference realignment decisions impact rivalries. The last part of the literature review focuses on a more contemporary analysis involving conference realignment and how changing some of the financial structures within college athletics would result in a more equitable and fair landscape regarding gender equity. Using data from the Knight-Newhouse College Athletics Database, financial data related to Texas A&M University, the University of Nebraska-Lincoln, and the University of Maryland-College Park were analyzed to determine how these three institutions were affected by their decisions to change conferences within the Power V. Each of these institutions athletic departments finances, including specific revenue and expense categories, were affected differently by their decision to change conferences, but this data can serve as an important indicator for how universities that are currently choosing to change conferences will be affected. Then the next portion of this paper involved primary data collection, where the sample consisted of Arizona State University Introduction to Marketing students. This survey focused on measuring the opinions of college sports fans regarding various issues and topics related to college athletics, including the role of college athletics within the university, conference realignment, the importance of rivalries, and media rights. Lastly, this paper includes an analysis and comparison of survey data from the University of California Office of the President, where UCLA student-athletes comprised the survey population. This survey focused on UCLA student-athletes’ opinions regarding UCLA’s decision to join the Big Ten conference.
ContributorsKole, Edward (Author) / Eaton, John (Thesis director) / McIntosh, Daniel (Committee member) / Barrett, The Honors College (Contributor) / Department of Marketing (Contributor)
Created2023-05
Description
This paper analyzes different issues within collegiate athletics. Further, it provides a roadmap for how leaders in collegiate athletics can better make decisions involving conference membership and media rights decisions that directly serve the interests of student-athletes, the athletic department, and the entire university community. Relevant literature is addressed in

This paper analyzes different issues within collegiate athletics. Further, it provides a roadmap for how leaders in collegiate athletics can better make decisions involving conference membership and media rights decisions that directly serve the interests of student-athletes, the athletic department, and the entire university community. Relevant literature is addressed in the literature review section regarding the financial components of college athletics and how conference realignment impacts different financial elements of the athletic department and university. Also, the literature review section focuses on how conference realignment decisions impact rivalries. The last part of the literature review focuses on a more contemporary analysis involving conference realignment and how changing some of the financial structures within college athletics would result in a more equitable and fair landscape regarding gender equity. Using data from the Knight-Newhouse College Athletics Database, financial data related to Texas A&M University, the University of Nebraska-Lincoln, and the University of Maryland-College Park were analyzed to determine how these three institutions were affected by their decisions to change conferences within the Power V. Each of these institutions athletic departments finances, including specific revenue and expense categories, were affected differently by their decision to change conferences, but this data can serve as an important indicator for how universities that are currently choosing to change conferences will be affected. Then the next portion of this paper involved primary data collection, where the sample consisted of Arizona State University Introduction to Marketing students. This survey focused on measuring the opinions of college sports fans regarding various issues and topics related to college athletics, including the role of college athletics within the university, conference realignment, the importance of rivalries, and media rights. Lastly, this paper includes an analysis and comparison of survey data from the University of California Office of the President, where UCLA student-athletes comprised the survey population. This survey focused on UCLA student-athletes’ opinions regarding UCLA’s decision to join the Big Ten conference.
ContributorsKole, Edward (Author) / Eaton, John (Thesis director) / McIntosh, Daniel (Committee member) / Barrett, The Honors College (Contributor) / Department of Marketing (Contributor)
Created2023-05
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Description
Who would imagine that playing games is considered as a sport and became one of the most popular sports in the world? Who would imagine that over 100 million people watch someone else playing a game 10 years ago? Maybe even 5 years ago a lot of people did not

Who would imagine that playing games is considered as a sport and became one of the most popular sports in the world? Who would imagine that over 100 million people watch someone else playing a game 10 years ago? Maybe even 5 years ago a lot of people did not believe that many people were watching one Esports championship series in the world in 2019. I believe that most people would not believe that fact. Nowadays the gaming industry has become 134 billion dollars industry (Warman), but most of the general public does not even know that Esports is a globally popular sport. The uniqueness of Esports is that fans are located everywhere in the world, unlike American football. This sport’s popularity is borderless and there are not that many sports leagues that have a huge global fan population in the sports industry. The reason Esports was able to capture popularity from everywhere in this world is because the gaming community is often beyond the border. For example, a person who lives in South Korea is teaming up with a man whom he has never met in person before and fighting against the players who are living on the other side of the world in a single match. This is how modern gaming society is. Those players are physically existing in different places, but there is no border that exists in this gaming virtual world and people are playing in the same match with the players who live in different places. This is one thing that we are not able to see in the traditional sports and the biggest strength of the Esports. The uniqueness of Esports is that all the players do not need to physically get together to play a game. If you want to play soccer, obviously all the 22 players need to be in the same field physically. People do not have a sense of local attachment from the beginning in the world of modern Esports because the gaming community is existing in the virtual world and the border does not exist in this virtual community. This unique environment is one of the biggest factors that makes Esports the fastest growing sport in the entire sports industry these days, and this rapid growth is supported by those younger gamers. Esports is still a new sport compared to other traditional sports, so they will follow a similar or different path that traditional sports took and will be part of those popular leagues in the future.
ContributorsSannomiya, Akie (Author) / Eaton, John (Thesis director) / McIntosh, Daniel (Committee member) / Department of Marketing (Contributor) / Barrett, The Honors College (Contributor)
Created2020-05
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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