Matching Items (1,840)
Filtering by
- Creators: Debussy, Claude, 1862-1918
Description
Identifying factors associated with service infusion success has become an important issue in theory and practice, as manufacturers turn to services to advance performance. The goals of this dissertation are to identify the key factors associated with service infusion success and develop an integrative framework and associated research propositions to isolate the underlying determinants of successful hybrid solution strategies for business customers. This dissertation is comprised of two phases. The first phase taps into the experience and learning gained by executives from Fortune-100 manufacturing firms who are managing the transition from goods to hybrid offerings for their customers. A discovery-oriented, theory-in-use approach is adopted to glean insights concerning the factors that facilitate and hinder those service transition strategies. Twenty-eight interviews were conducted with key executives, transcripts were analyzed and key themes were identified with special attention directed to the particular capabilities that managers consider crucial for successful service-growth strategies. One such capability centers on the ability of a firm to successfully transfer newly-developed hybrid solutions from one customer engagement to another. Building on this foundation, phase two involves a case study that provides an in-depth examination of the hybrid offering replication process in a business-to-business firm attempting to replicate four strategic hybrid offerings. Emergent themes, based on 13 manager interviews, reveal factors that promote or impede successful hybrid offering transfer. Among the factors that underlie successful hybrid offering transfers across customer engagements are close customer relationships, a clear value proposition embraced by organizational numbers, an accurate forecast of market potential, and collaborative working relationships across units. The findings from the field studies provided a catalyst for a deeper examination of existing literature and formed the building blocks for the conceptual model and several key research propositions related to the successful transfer of hybrid offerings. The model isolates five sets of factors that influence the hybrid offering transfer process, including the characteristics of (1) the source project team, (2) the seeking project team, (3) the hybrid offering, (4) the relationship exchange, and (5) the customer. The conceptualization isolates the critical role that the customer assumes in service infusion strategy implementation.
ContributorsSalas, Jim (Author) / Walker, Beth (Thesis advisor) / Hutt, Michael D. (Thesis advisor) / Park, Sungho (Committee member) / Ulaga, Wolfgang (Committee member) / Arizona State University (Publisher)
Created2013
Description
The marketing and development of solutions has become an increasingly important concept in both marketing practice and theory. Recent conceptual work has defined solutions as sets of products and services that allow customers to achieve customized outcomes. Although the definition of a solution is becoming clearer, the process through which solution value is generated is still opaque. The purpose of this study was to add clarity to both marketing theory and practice by examining the solution value co-creation process in depth. Service-dominant logic, the relational view, service value co-creation, and theories of organizational learning and knowledge were the basis for this examination. Social capital was also examined to determine how these important relational concepts are involved in solution development. The study was conducted in four separate phases using a multi-method approach of quantitative surveys, qualitative surveys, and depth interviews. A large, multinational educational firm provided the context for the study which included access to their solution sales force and customer base. Quantitative data was collected from 97 key informants across 182 different customer opportunities for both new and existing solution engagements. Qualitative data was also collected from 71 respondents to provide a mixed-method triangulation of how solution value is created. Overall, the study provided strong support to the idea that knowledge sharing between solution providers and their customers plays a pivotal role in the co-creation of solution value.
ContributorsSellman, Collin (Author) / Hutt, Michael (Thesis advisor) / Kumar, Ajith (Committee member) / Walker, Beth (Committee member) / Arizona State University (Publisher)
Created2011
ContributorsDebussy, Claude, 1862-1918 (Composer)
ContributorsDebussy, Claude, 1862-1918 (Composer)
ContributorsDebussy, Claude, 1862-1918 (Composer)
ContributorsDebussy, Claude, 1862-1918 (Composer)
ContributorsDebussy, Claude, 1862-1918 (Composer)
Description
For the past two years, New Venture Group (nVg) and the Havasupai Tribe have worked together on a variety of community development projects. The purpose of this paper is to provide descriptions and documentation for these projects and how they are related to the economic development of the community. The partnership with the Havasupai Tribe has allowed nVg to learn the history and culture of one of Arizona's oldest communities. It has been necessary to understand the traditional values of the Havasupai to design projects that will benefit the tribe and gain support from its members. The products that nVg has worked on under the direction of the Havasupai include: - Computer training sessions - A tribal website - Financial analyses of Supai enterprises - Data management resources These and additional activities will be explained in the following pages. They were created following several meetings with tribal members and Enterprise Managers in Tempe and Supai, Arizona over the last two years. The goal of these projects is to contribute to the economic development of Supai and the Havasupai people more generally. Economic development means combining the existing strengths of the Havasupai community with nVg's business management experience, creating a stronger and more productive economy that contributes to the overall quality of life for the Havasupai.
ContributorsWhile, Kate Sophie (Author) / Brooks, Daniel (Thesis director) / LePine, Marcie (Committee member) / Walker, Beth (Committee member) / Barrett, The Honors College (Contributor) / Department of Economics (Contributor) / W. P. Carey School of Business (Contributor) / School of Politics and Global Studies (Contributor)
Created2013-05
Description
Post-traumatic stress disorder is prevalent in refugees. The population of refugees in the United States is continuing to increase, of which the majority of the incoming refugees are children. A more comprehensive approach is needed to assess children for PTSD. This creative project involved reviewing existing literature on refugees in the United States, child refugees, Erik Erikson's stages of psychosocial development, and available and applicable PTSD assessment tools. I developed a reference chart that compared the available assessment tools. I recognized that a PTSD assessment tool for refugee children does not exist. In response, I created an approach to assessing PTSD in refugee children ages 5-12. In creating this toolkit, I determined who is appropriate for administering the assessment, discovered how to create trust between the clinician and the child, created the assessment tool, including implementation instructions, and then provided directions on scoring and referrals. The tool itself is called the Child Refugee PTSD Assessment Tool (CRPAT-12). The creation of the CRPAT-12 will hopefully be disseminated and will encourage refugee resettlement organizations to assess children for PTSD upon intake. Early identification of symptoms of distress will help the child receive the appropriate treatment and will help prevent more extreme mental health complications.
ContributorsBuizer, Danyela Sutthida (Author) / Walker, Beth (Thesis director) / Stevens, Carol (Committee member) / Arizona State University. College of Nursing & Healthcare Innovation (Contributor) / Barrett, The Honors College (Contributor)
Created2017-05
Description
Understanding the customer experience, which requires a thorough knowledge of all touchpoints that can result from the way that a product is marketed, sold, and used has recently been identified as a research priority by the Marketing Science Institute. Although recent research has examined some aspects of the customer experience, research has yet to examine the way in which the full spectrum of touchpoint experiences may drive particular marketing performance metrics. Significant challenges to this line of research are the complex network of relationships that competing firms have forged with channel partners, the relationships that focal customers have with other customers in social networks and user communities, and the relationships that customers have with the brand and with channel partners. To address these challenges, this paper examined the customer experience and its effects on loyalty and commitment through three research projects conducted in the consumer aviation market. The first and second studies examined these touchpoint experiences using archival data supplied by an avionics manufacturer. Results from these studies showed the importance of the customer experience in accounting for customer loyalty. The final study examined the role of identity in shaping the customer experience among aircraft owners through a series of depth interviews. Results from these interviews illustrated the importance of identity in shaping the customer experience, and provided insights into how individuals attempt to use their consumption experiences to reinforce a sense of identity
ContributorsLoveland, James (Author) / Hutt, Michael (Thesis advisor) / Kumar, Ajith (Committee member) / Walker, Beth (Committee member) / Arizona State University (Publisher)
Created2011