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- Member of: Theses and Dissertations
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.
The purpose of this thesis was to determine the effects of growing up with a special needs child, questioning if there were a set number of outcomes that each typically developing sibling would manifest, and determining if family composition was impactful on these as well.
To frame the literature review, the author establishes that she has an older sibling who rejects the idea that having a special needs sibling had any effect on her life or personality, which is a juxtaposition to the outlook of the author herself. By analyzing research and composing a list of effects on typically developed siblings; such as, increased responsibility; having to grow up quickly; taking on caregiving roles for older siblings; a survey was created to be sent to participants who were either parents or siblings of a special needs person. By including both parents and siblings, two perspectives could be compared--that of the sibling experiencing the change, and the parent who watches it happen. After distribution of the surveys, there were six (6) valid responses.
The findings ranged from a multitude of similarities among older siblings and then parents, but the literature had no information on siblings younger than the special needs child. It was connected that children with an adopted younger special needs sibling have a more difficult adjustment than do biological siblings. Additionally, older siblings feel nearly unanimously that they had to grow up quicker to take on some caregiver roles.