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Customers today, are active participants in service experiences. They are more informed about product choices, their preferences and tend to actively influence customer and firm related outcomes. However, differences across customers become a significant challenge for firms trying to ensure that all customers have a `delightful' consumption experience. This dissertation

Customers today, are active participants in service experiences. They are more informed about product choices, their preferences and tend to actively influence customer and firm related outcomes. However, differences across customers become a significant challenge for firms trying to ensure that all customers have a `delightful' consumption experience. This dissertation studies customers as active participants in service experiences and considers three dimensions of customer participation -- in-role performance; extra-role performance-citizenship and elective behavior; and information sharing -- as its focal dependent variables. This study is grounded in services marketing, customer co-production and motivation literatures. The theoretical model proposes that customer behaviors are goal-directed and different consumers will have different reactions to the service quality because they have different assessments of progress towards their goals and (consequently) different levels of participation during the service experience. Customer role clarity and participation behavior will also influence the service experience and firm outcomes. A multi-step process was adopted to test the conceptual model, beginning with qualitative and quantitative pretests; followed by 2 studies (one cross-sectional and other longitudinal in nature). Results prove that customer participation behaviors are influenced by service quality directly and through the mediated path of progress towards goals. Assessment of progress towards goals directly influences customer participation behaviors cross-sectionally. Service quality from one service interaction influences customer in-role performance and information sharing in subsequent service interactions. Information sharing influences service quality in subsequent service interactions. Role-clarity influences in-role and extra-role performance cross-sectionally and influences these behaviors longitudinally only in the early stages of the customer-firm relationship. Due to multi-collinearity, the moderating effect of customer goals on assessment of progress towards goals could not be tested. The study findings contribute to the understanding of customer participation behaviors in service interactions for both academics and managers. It contributes to the literature by examining consumption during the service interaction; considering customers as active participants; explaining differences in customer participation; integrating a forward-looking component (assessment of progress towards goals) and a retrospective component (perceptions of service quality) to explain customer participation behaviors over time; defining and building measures for customer participation behavior.
ContributorsSaxena, Shruti (Author) / Mokwa, Michael (Thesis advisor) / Bitner, Mary Jo (Committee member) / Bolton, Ruth N (Committee member) / Olsen, Grant D (Committee member) / Arizona State University (Publisher)
Created2010
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This thesis proposes hardware and software security enhancements to the robotic explorer of a capstone team, in collaboration with the NASA Psyche Mission Student Collaborations program. The NASA Psyche Mission, launching in 2022 and reaching the metallic asteroid of the same name in 2026, will explore from orbit what is

This thesis proposes hardware and software security enhancements to the robotic explorer of a capstone team, in collaboration with the NASA Psyche Mission Student Collaborations program. The NASA Psyche Mission, launching in 2022 and reaching the metallic asteroid of the same name in 2026, will explore from orbit what is hypothesized to be remnant core material of an early planet, potentially providing key insights to planet formation. Following this initial mission, it is possible there would be scientists and engineers interested in proposing a mission to land an explorer on the surface of Psyche to further document various properties of the asteroid. As a proposal for a second mission, an interdisciplinary engineering and science capstone team at Arizona State University designed and constructed a robotic explorer for the hypothesized surfaces of Psyche, capable of semi-autonomously navigating simulated surfaces to collect scientific data from onboard sensors. A critical component of this explorer is the command and data handling subsystem, and as such, the security of this system, though outside the scope of the capstone project, remains a crucial consideration. This thesis proposes the pairing of Trusted Platform Module (TPM) technology for increased hardware security and the implementation of SELinux (Security Enhanced Linux) for increased software security for Earth-based testing as well as space-ready missions.

ContributorsAnderson, Kelly Joanne (Author) / Bowman, Catherine (Thesis director) / Kozicki, Michael (Committee member) / Electrical Engineering Program (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Before the COVID-19 pandemic, there was a great need for United States’ restaurants to “go green” due to consumers’ habits of frequently eating out. Unfortunately, COVID-19 has caused this initiative to lose traction. While the amount of customers ordering takeout has increased, there is less emphasis on sustainability.<br/>Plastic is known

Before the COVID-19 pandemic, there was a great need for United States’ restaurants to “go green” due to consumers’ habits of frequently eating out. Unfortunately, COVID-19 has caused this initiative to lose traction. While the amount of customers ordering takeout has increased, there is less emphasis on sustainability.<br/>Plastic is known for its harmful effects on the environment and the extreme length of time it takes to decompose. According to the International Union for Conservation of Nature (IUCN), almost 8 million tons of plastic end up in the oceans at an annual rate, threatening not only the safety of marine species but also human health. Modern food packaging materials have included a blend of synthetic ingredients, trickling into our daily lives and polluting the air, water, and land. Single-use plastic items slowly degrade into microplastics and can take up to hundreds of years to biodegrade.<br/>Due to COVID-19, restaurants have switched to takeout and delivery options to adapt to the new business environment and guidelines enforced by the Center of Disease Control (CDC) mandated guidelines. Some of these guidelines include: notices encouraging social distancing and mask-wearing, mandated masks for employees, and easy access to sanitary supplies. This cultural shift is motivating restaurants to search for a quick, cheap, and easy fix to adapt to the increased demand of take-out and delivery methods. This increases their plastic consumption of items such as plastic bags/paper bags, styrofoam containers, and beverage cups. Plastic is the most popular takeout material because of its price and durability as well as allowing for limited contamination and easy disposability.<br/>Almost all food products come in packaging and this, more often than not, is single-use. Food is the largest market out of all the packaging industry, maintaining roughly two-thirds of material going to food. The US Environmental Protection Agency reports that almost half of all municipal solid waste is made up of food and food packaging materials. In 2014, over 162 million tons of packaging material waste was generated in the states. This typically contains toxic inks and dyes that leach into groundwater and soil. When degrading, pieces of plastic absorb toxins like PCBs and pesticides, and then each piece will, in turn, release toxic chemicals like Bisphenol-A. Even before being thrown away, it causes negative effects for the environment. The creation of packaging materials uses many resources such as petroleum and chemicals and then releases toxic byproducts. Such byproducts include sludge containing contaminants, greenhouse gases, and heavy metal and particulate matter emissions. Unlike many other industries, plastic manufacturing has actually increased production. Demand has increased and especially in the food industry to keep things sanitary. This increase in production is reflective of the increase in waste. <br/>Although restaurants have implemented their own sustainable initiatives to combat their carbon footprint, the pandemic has unfortunately forced restaurants to digress. For example, Just Salad, a fast-food restaurant chain, incentivized customers with discounted meals to use reusable bowls which saved over 75,000 pounds of plastic per year. However, when the pandemic hit, the company halted the program to pivot towards takeout and delivery. This effect is apparent on an international scale. Singapore was in lock-down for eight weeks and during that time, 1,470 tons of takeout and food delivery plastic waste was thrown out. In addition, the Hong Kong environmental group Greeners Action surveyed 2,000 people in April and the results showed that people are ordering out twice as much as last year, doubling the use of plastic.<br/>However, is this surge of plastic usage necessary in the food industry or are there methods that can be used to reduce the amount of waste production? The COVID-19 pandemic caused a fracture in the food system’s supply chain, involving food, factory, and farm. This thesis will strive to tackle such topics by analyzing the supply chains of the food industry and identify areas for sustainable opportunities. These recommendations will help to identify areas for green improvement.

ContributorsDeng, Aretha (Co-author) / Tao, Adlar (Co-author) / Vargas, Cassandra (Co-author) / Printezis, Antonios (Thesis director) / Konopka, John (Committee member) / Department of Supply Chain Management (Contributor) / School of International Letters and Cultures (Contributor) / Department of Information Systems (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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In recent years, advanced metrics have dominated the game of Major League Baseball. One such metric, the Pythagorean Win-Loss Formula, is commonly used by fans, reporters, analysts and teams alike to use a team’s runs scored and runs allowed to estimate their expected winning percentage. However, this method is not

In recent years, advanced metrics have dominated the game of Major League Baseball. One such metric, the Pythagorean Win-Loss Formula, is commonly used by fans, reporters, analysts and teams alike to use a team’s runs scored and runs allowed to estimate their expected winning percentage. However, this method is not perfect, and shows notable room for improvement. One such area that could be improved is its ability to be affected drastically by a single blowout game, a game in which one team significantly outscores their opponent.<br/>We hypothesize that meaningless runs scored in blowouts are harming the predictive power of Pythagorean Win-Loss and similar win expectancy statistics such as the Linear Formula for Baseball and BaseRuns. We developed a win probability-based cutoff approach that tallied the score of each game once a certain win probability threshold was passed, effectively removing those meaningless runs from a team’s season-long runs scored and runs allowed totals. These truncated totals were then inserted into the Pythagorean Win-Loss and Linear Formulas and tested against the base models.<br/>The preliminary results show that, while certain runs are more meaningful than others depending on the situation in which they are scored, the base models more accurately predicted future record than our truncated versions. For now, there is not enough evidence to either confirm or reject our hypothesis. In this paper, we suggest several potential improvement strategies for the results.<br/>At the end, we address how these results speak to the importance of responsibility and restraint when using advanced statistics within reporting.

ContributorsIversen, Joshua Allen (Author) / Satpathy, Asish (Thesis director) / Kurland, Brett (Committee member) / Department of Information Systems (Contributor) / Walter Cronkite School of Journalism and Mass Comm (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Within the pediatric hospitalization experience, fear and anxiety are two emotions commonly felt by children of all ages. Hospitalized children can greatly benefit from interventions designed to help them cope with these emotions throughout their medical experiences. This study draws on each of our clinical experiences as volunteers at Phoenix

Within the pediatric hospitalization experience, fear and anxiety are two emotions commonly felt by children of all ages. Hospitalized children can greatly benefit from interventions designed to help them cope with these emotions throughout their medical experiences. This study draws on each of our clinical experiences as volunteers at Phoenix Children’s Hospital, and uses a qualitative analysis of three semi-structured interviews with currently employed Child Life Specialists to understand and analyze the use of medical play, a form of play intervention with a medical theme or medical equipment. We explore the goals and benefits of medical play for hospitalized pediatric patients, the process of using medical play as an intervention, including the activity design process, the assessments and adjustments made throughout the child’s hospitalization, and the considerations and limitations to implementing medical play activities. Ultimately, we found that the element of fun that defines play can be channeled into medical play activities implemented by skilled Child Life Specialists, who are experts in their field, in clinical settings to promote several different and beneficial goals, including pediatric patient coping.

ContributorsGarciapena, Danae (Co-author) / Aguiar, Lara (Co-author) / Loebenberg, Abby (Thesis director) / Swanson, Jodi (Committee member) / College of Health Solutions (Contributor) / School of Mathematical and Natural Sciences (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Description

Within the pediatric hospitalization experience, fear and anxiety are two emotions commonly felt by children of all ages. Hospitalized children can greatly benefit from interventions designed to help them cope with these emotions throughout their medical experiences. This study draws on each of our clinical experiences as volunteers at Phoenix

Within the pediatric hospitalization experience, fear and anxiety are two emotions commonly felt by children of all ages. Hospitalized children can greatly benefit from interventions designed to help them cope with these emotions throughout their medical experiences. This study draws on each of our clinical experiences as volunteers at Phoenix Children’s Hospital, and uses a qualitative analysis of three semi-structured interviews with currently employed Child Life Specialists to understand and analyze the use of medical play, a form of play intervention with a medical theme or medical equipment. We explore the goals and benefits of medical play for hospitalized pediatric patients, the process of using medical play as an intervention, including the activity design process, the assessments and adjustments made throughout the child’s hospitalization, and the considerations and limitations to implementing medical play activities. Ultimately, we found that the element of fun that defines play can be channeled into medical play activities implemented by skilled Child Life Specialists, who are experts in their field, in clinical settings to promote several different and beneficial goals, including pediatric patient coping.

ContributorsAguiar, Lara (Co-author) / Garciapeña, Danae (Co-author) / Loebenberg, Abby (Thesis director) / Swanson, Jodi (Committee member) / School of Life Sciences (Contributor) / Sanford School of Social and Family Dynamics (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description

Edge computing is a new and growing market that Company X has an opportunity to expand their presence. Within this paper, we compare many external research studies to better quantify the Total Addressable Market of the Edge Computing space. Furthermore, we highlight which Segments within Edge Computing have the most

Edge computing is a new and growing market that Company X has an opportunity to expand their presence. Within this paper, we compare many external research studies to better quantify the Total Addressable Market of the Edge Computing space. Furthermore, we highlight which Segments within Edge Computing have the most opportunities for growth, along with identify a specific market strategy that Company X could do to capture market share within the most opportunistic segment.

ContributorsRaimondi, Ronald Frank (Co-author) / Hamkins, Sean (Co-author) / Gandolfi, Michael (Co-author) / Simonson, Mark (Thesis director) / Hertzel, Mike (Committee member) / Department of Information Systems (Contributor) / Department of Management and Entrepreneurship (Contributor) / Department of Finance (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Edge computing is a new and growing market that Company X has an opportunity to expand their presence. Within this paper, we compare many external research studies to better quantify the Total Addressable Market of the Edge Computing space. Furthermore, we highlight which Segments within Edge Computing have the most

Edge computing is a new and growing market that Company X has an opportunity to expand their presence. Within this paper, we compare many external research studies to better quantify the Total Addressable Market of the Edge Computing space. Furthermore, we highlight which Segments within Edge Computing have the most opportunities for growth, along with identify a specific market strategy that Company X could do to capture market share within the most opportunistic segment.

ContributorsHamkins, Sean (Co-author) / Raimondi, Ronnie (Co-author) / Gandolfi, Micheal (Co-author) / Simonson, Mark (Thesis director) / Hertzel, Mike (Committee member) / School of Accountancy (Contributor) / Department of Finance (Contributor, Contributor) / School of Mathematical and Statistical Sciences (Contributor) / Department of Information Systems (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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This thesis research aims to define, identify, and promote community theatre as a “third space” for disadvantaged youth. A third space is defined by the Oxford dictionary as “...the in-between, or hybrid, spaces, where the first and second spaces work together to generate a new third space. First and second

This thesis research aims to define, identify, and promote community theatre as a “third space” for disadvantaged youth. A third space is defined by the Oxford dictionary as “...the in-between, or hybrid, spaces, where the first and second spaces work together to generate a new third space. First and second spaces are two different, and possibly conflicting, spatial groupings where people interact physically and socially: such as home (everyday knowledge) and school (academic knowledge)” (Oxford Dictionary, 2021). For disadvantaged youth, the creation of a third space in the theatre can give them a safe environment away from issues they may have at home or at school, it can further their learning about themselves and others, and it can also help those youth feel a sense of belonging to a community larger than themselves. Because of these benefits, it is clear that performing arts programs can offer a great impact on disadvantaged youth; however, many theatre companies struggle to market their programming to said communities. This may be in part, due to low marketing budgets, no specificity in labor resources dedicated to youth programming, or ineffective marketing strategies and tactics.<br/>In order to ideate marketing recommendations for these organizations, primary research was conducted to determine the attitudes and beliefs revolving around youth participation in community theatre, as well as the current marketing strategies and tactics being utilized by programmers. Participants included program managers of youth theatre programs, as well as youth participants from several major cities in the U. S. The secondary research aims to better understand the target demographic (disadvantaged youth), the benefits derived from participation in arts programming, and marketing strategies for the performing arts. Following data analysis are several recommendations for the learning, planning, and implementation of marketing strategies for theatre programmers.

ContributorsNarducci, Emily Nicole (Co-author) / Feuerstein, Kaleigh (Co-author) / Gray, Nancy (Thesis director) / Woodson, Stephani (Committee member) / Department of Marketing (Contributor) / Department of Information Systems (Contributor) / Walter Cronkite School of Journalism and Mass Comm (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description

This thesis includes three separate documents: a) a comprehensive document detailing the methods and analysis of the creative factors tied to series success, b) an hour long pilot script based on this data, and c) an industry-standard pitch deck for a TV show created with data insights. In a larger

This thesis includes three separate documents: a) a comprehensive document detailing the methods and analysis of the creative factors tied to series success, b) an hour long pilot script based on this data, and c) an industry-standard pitch deck for a TV show created with data insights. In a larger sense, the aim of this study is to take the first steps in remedying information asymmetry between streaming services and content creators. If streaming services were more transparent with their data and communicated to their creators what has been proven to work in the past, showrunners and staff writers could have a new tool to increase the competitiveness of their series and aid in show renewal each year.

ContributorsQuenon, Genevieve (Author) / Shin, Donghyuk (Thesis director) / Saywell, Jesse (Committee member) / The Sidney Poitier New American Film School (Contributor) / Department of Information Systems (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05