Matching Items (494)
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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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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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This thesis examines the value creation potential of renovating an existing commercial real estate asset to a medical office. It begins by examining commercial real estate and the medical sector at a high level. It then discusses the various criteria used to select a subject property for renovation. This renovation

This thesis examines the value creation potential of renovating an existing commercial real estate asset to a medical office. It begins by examining commercial real estate and the medical sector at a high level. It then discusses the various criteria used to select a subject property for renovation. This renovation is then depicted through a modified pitch book that contains a financial model and pro forma.

ContributorsLarrea, Justin (Co-author) / Berger, Nicholas (Co-author) / Peters, Matthew (Co-author) / Simonson, Mark (Thesis director) / Gray, William (Committee member) / Department of Finance (Contributor) / Department of Supply Chain Management (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Though about 75 percent of American waste is recyclable, only 30 percent of it is actually recycled and less than ten percent of plastics disposed of in the United States in 2015 were recycled. A statistic like this demonstrates the immense need to increase recycling rates in order to move

Though about 75 percent of American waste is recyclable, only 30 percent of it is actually recycled and less than ten percent of plastics disposed of in the United States in 2015 were recycled. A statistic like this demonstrates the immense need to increase recycling rates in order to move towards cultivating a circular economy and benefiting the environment. With Arizona State University’s (ASU) extensive population of on-campus students and faculty, our team was determined to create a solution that would increase recycling rates. After conducting initial market research, our team incentives or education. We conducted market research through student surveys to determine the level of knowledge of our target audience and barriers to entry for local recycling and composting resources. Further, we gained insight into the medium of recycling and sustainability programs they would be interested in participating in. Overall, the results of our surveys demonstrated that a majority of students were interested in participating in these programs, if they were not already involved, and most students on-campus already had access to these resources. Despite having access to these sustainable practices, we identified a knowledge gap between students and their information on how to properly execute sustainable practices such as composting and recycling. In order to address this audience, our team created Circulearning, an educational program that aims to bridge the gap of knowledge and address immediate concerns regarding circular economy topics. By engaging audiences through our quick, accessible educational modules and teaching them about circular practices, we aim to inspire everyone to implement these practices into their own lives. Though our team began the initiative with a focus on implementing these practices solely to ASU campus, we decided to expand our target audience to implement educational programs at all levels after discovering the interest and need for this resource in our community. Our team is extremely excited that our Circulearning educational modules have been shared with a broad audience including students at Mesa Skyline High School, ASU students, and additional connections outside of ASU. With Circulearning, we will educate and inspire people of all ages to live more sustainably and better the environment in which we live.

ContributorsTam, Monet (Co-author) / Chakravarti, Renuka (Co-author) / Carr-Taylor, Kathleen (Co-author) / Byrne, Jared (Thesis director) / Marseille, Alicia (Committee member) / Jordan, Amanda (Committee member) / Department of Supply Chain Management (Contributor) / Department of Information Systems (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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This thesis looks at three different inventory management strategies that can be implemented into a small business. Using GameSet Style as a research subject, this study analyzes current practices and problems that can be fixed when dealing with an excess amount of inventory. The three inventory management strategies that are

This thesis looks at three different inventory management strategies that can be implemented into a small business. Using GameSet Style as a research subject, this study analyzes current practices and problems that can be fixed when dealing with an excess amount of inventory. The three inventory management strategies that are compared are demand forecasting, inventory management software, and ABC analysis. Inventory can be a small business's highest cost if not managed effectively. The goal for this thesis is to find the best obtainable solution for a small business like GameSet that can be implemented into their business strategy.

ContributorsPatterson, Alexandra Mercedes (Author) / Byrne, Jared (Thesis director) / Kahley, Lisa (Committee member) / Dean, W.P. Carey School of Business (Contributor) / Department of Finance (Contributor) / Department of Supply Chain Management (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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The novel Coronavirus Disease 2019 exposed issues in the supply chain for N95 face masks. The demand for protective face masks spiked globally and domestically due to the unexpected outbreak of the pandemic. An important issue was the dependency on N95 mask production in countries abroad. The focus on face

The novel Coronavirus Disease 2019 exposed issues in the supply chain for N95 face masks. The demand for protective face masks spiked globally and domestically due to the unexpected outbreak of the pandemic. An important issue was the dependency on N95 mask production in countries abroad. The focus on face masks in this thesis accounts for all models of the N95 mask.<br/>This thesis will focus on onshore and offshore production of N95 face masks before and during the pandemic. Specifically, we will focus on (1) the production of masks in 2019; (2) 3M, Honeywell, and Prestige Ameritech’s production changes; (3) the observations made by All The Things LLC, a broker for face masks; (4) the rise of counterfeit masks and actions taken to stop counterfeit production; (4) actions taken by the federal government to aid in production and distribution; and (5) future research opportunities on this topic. This research project into the production of N95 face masks ceased in February of 2021. <br/>This thesis defends the critical need for more domestically produced N95 masks. The U.S. needs to increase the number of N95 masks produced domestically, manage the Strategic National Stockpile to eliminate masks past their shelf life, and create a plan to replenish the stockpile to reduce the possibility of a shortage when the next public health emergency takes place.

ContributorsParr, Jacqueline Elizabeth (Author) / Keane, Katy (Thesis director) / Rogers, Dale (Committee member) / Dean, W.P. Carey School of Business (Contributor) / Department of Management and Entrepreneurship (Contributor) / Department of Supply Chain Management (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Through research, interviews, and analysis, our paper provides the local community with a resource that offers a comprehensive collection of insight into the Mirabella at ASU Life Plan Community and the projected impact it will have on the City of Tempe and Arizona State University.

ContributorsAnand, Rohan (Co-author) / Dicke, George (Co-author) / Stephens, Corey (Co-author) / Sadusky, Brian (Thesis director) / Schiller, Christoph (Committee member) / Dean, W.P. Carey School of Business (Contributor) / Department of Finance (Contributor) / Department of Supply Chain Management (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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In this paper, our Founders Lab team members — Jacob Benevento, Sydney Evans, and Alec Whiteley — recount the year-long entrepreneurial journey that led to the creation and launch of our venture, Certified Circular. Certified Circular is a program that certifies on-campus events for implementing circular practices into their activities

In this paper, our Founders Lab team members — Jacob Benevento, Sydney Evans, and Alec Whiteley — recount the year-long entrepreneurial journey that led to the creation and launch of our venture, Certified Circular. Certified Circular is a program that certifies on-campus events for implementing circular practices into their activities as well as off-campus businesses. The venture was formed in response to our group’s propelling question and industry selection, which called on us to create and market a venture within the ethical circular economy.

ContributorsWhiteley, Alexander Nunez (Co-author) / Benevento, Jacob (Co-author) / Evans, Sydney (Co-author) / Byrne, Jared (Thesis director) / Marseille, Alicia (Committee member) / Jordan, Amanda (Committee member) / Department of Finance (Contributor) / Department of Supply Chain Management (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description

In the early years of the National Football League, scouting and roster development resembled the wild west. Drafts were held in hotel ballrooms the day after the last game of regular season college football was played. There was no combine, limited scouting, and no salary cap. Over time, these aspects

In the early years of the National Football League, scouting and roster development resembled the wild west. Drafts were held in hotel ballrooms the day after the last game of regular season college football was played. There was no combine, limited scouting, and no salary cap. Over time, these aspects have changed dramatically, in part due to key figures from Pete Rozelle to Gil Brandt to Bill Belichick. The development and learning from this time period have laid the foundational infrastructure that modern roster construction is based upon. In this modern day, managing a team and putting together a roster involves numerous people, intense scouting, layers of technology, and, critically, the management of the salary cap. Since it was first put into place in 1994, managing the cap has become an essential element of building and sustaining a successful team. The New England Patriots’ mastery of the cap is a large part of what enabled their dynastic run over the past twenty years. While their model has undoubtedly proven to be successful, an opposing model has become increasingly popular and yielded results of its own. Both models center around different distributions of the salary cap, starting with the portion paid to the starting quarterback. The Patriots dynasty was, in part, made possible due to their use of both models over the course of their dominance. Drafting, organizational culture, and coaching are all among the numerous critical factors in determining a team’s success and it becomes difficult to pinpoint the true source of success for any given team. Ultimately, however, effective management of the cap proves to be a force multiplier; it does not guarantee that a team will be successful, but it helps teams that handle the other variables well sustain their success.

ContributorsBolger, William (Author) / Eaton, John (Thesis director) / Mokwa, Michael (Committee member) / Department of Marketing (Contributor) / Sandra Day O'Connor College of Law (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Especially during the current COVID-19 pandemic and age of social unrest in the United States, there has been an increasing need for comfort, yet the idea of comfort is quite vague and rarely elaborated upon. To simplify the idea of comfort and communicate the ideas around it effectively, I am

Especially during the current COVID-19 pandemic and age of social unrest in the United States, there has been an increasing need for comfort, yet the idea of comfort is quite vague and rarely elaborated upon. To simplify the idea of comfort and communicate the ideas around it effectively, I am defining comfort as a subset of escapism in which a person escapes to reduce or alleviate feelings of grief or distress. As companies rush to comfort their customers in this current state of uncertainty, marketers are pressed to identify people’s insecurities and comfort them without coming off as insensitive or trite. Current comfort marketing focuses on inspiring nostalgia in its customers, having them recall previous positive experiences or feelings to comfort them. Nostalgic marketing techniques may ease mild grief in some cases, but using them to alleviate severe distress probably will not be as effective, and has contributed to several seemingly out-of-touch “COVID-19 era” commercials.<br/>When addressing comfort, marketers should understand the type and hierarchy of comfort that they are catering to. Not all comforts are equal, in that some comforts make us feel better than others and some do not comfort us at all. A better understanding of how and why comforts change among different individuals, and possibly being able to predict the comfort preference based on a product or service, will help marketers market their goods and services more effectively. By diversifying and specializing comfort marketing using this hierarchical method, marketers will be able to more significantly reach their customers during “uncertain times.”

ContributorsTarpley, Rachel Michelle (Author) / Eaton, John (Thesis director) / Mokwa, Michael (Committee member) / Department of Management and Entrepreneurship (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05