Matching Items (378)
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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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In the past decade, a significant shift has emerged around immigration policy, as advocates and policymakers have made various efforts to pass state and local policies related to immigrant integration or restrictions. This thesis offers original insights into current dynamics in immigration federalism through interviews with lawmakers and community activists

In the past decade, a significant shift has emerged around immigration policy, as advocates and policymakers have made various efforts to pass state and local policies related to immigrant integration or restrictions. This thesis offers original insights into current dynamics in immigration federalism through interviews with lawmakers and community activists in Arizona, a leading state when it comes to restricting the lives of undocumented immigrants. Advancing a new framework that connects the lived experience of officials and activists to partisanship, policy, key events, demographics, and racializing events, this thesis bridges isolated bodies of scholarship on immigration and seeks to demonstrate how every person (not just immigrant) are part of America’s current challenges to become a more inclusive nation of immigrants.

ContributorsNeville, Christopher Francis (Author) / Colbern, Allan (Thesis director) / Martinez-Orosco, Rafael (Committee member) / School of Social and Behavioral Sciences (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Something Like Human explores corporate social responsibility through a triple lens, providing a content analysis using previous literature and history as the standards for evaluation. Section I reviews the history of corporate social responsibility and how it is currently understood and employed today. Section II turns its focus to a

Something Like Human explores corporate social responsibility through a triple lens, providing a content analysis using previous literature and history as the standards for evaluation. Section I reviews the history of corporate social responsibility and how it is currently understood and employed today. Section II turns its focus to a specific socially conscious corporation, Lush Cosmetics, examining its practices considering the concepts provided in Section I and performing a close analysis of its promotional materials. Section III consists of a mock marketing campaign designed for Lush in light of their social commitments. By the end of this thesis, the goal for the reader is to ask: Can major corporations be something like human?

ContributorsDalgleish, Alayna Rose (Author) / Gruber, Diane (Thesis director) / Thornton, Leslie-Jean (Committee member) / School of Social and Behavioral Sciences (Contributor, Contributor) / Walter Cronkite School of Journalism and Mass Comm (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Veterans are approximately 30% more likely than non-veterans to suffer from severe hearing impairment. Tinnitus, or ringing in the ears, which is increasingly common among military service men and women, has been linked to significant cognitive and psychological impairment and can be worsened by the same sounds that trigger post-traumatic

Veterans are approximately 30% more likely than non-veterans to suffer from severe hearing impairment. Tinnitus, or ringing in the ears, which is increasingly common among military service men and women, has been linked to significant cognitive and psychological impairment and can be worsened by the same sounds that trigger post-traumatic stress disorder (PTSD). In fact, tinnitus and PTSD often present as comorbidities, and recent studies suggest these two disorders may share a common neurological pathway. Additional studies are required to better understand the connection between hearing loss and impaired cognitive function such as that observed in with PTSD. Here, we use the fruit fly, Drosophila melanogaster, to explore the relationship between hearing loss and cognitive function. Negative geotaxis climbing assays and courtship behavior analysis were used to examine neurobehavioral changes induced by prolonged, intense auditory stimulation. Preliminary results suggest that exposure to loud noise for an extended period of time significantly affected Drosophila behavior, with males being more sensitive than females. Based on our results, there appears to be a potential connection between noise exposure and behavior, further suggesting that Drosophila could be an effective model to study the link between hearing loss and PTSD.

ContributorsMichael, Allison Faye (Author) / Hackney-Price, Jennifer (Thesis director) / Sellner, Erin (Committee member) / School of Social and Behavioral Sciences (Contributor) / School of Mathematical and Natural Sciences (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Socioeconomic differences have driven society and laid the foundation for the types of opportunities and resources one is eligible to receive. Higher socioeconomic status provides individuals the chance of obtaining an overall better education, occupation, and income. We see this with particular clarity when we examine healthcare. The World Health

Socioeconomic differences have driven society and laid the foundation for the types of opportunities and resources one is eligible to receive. Higher socioeconomic status provides individuals the chance of obtaining an overall better education, occupation, and income. We see this with particular clarity when we examine healthcare. The World Health Organization has regarded healthcare as a fundamental human right, except socioeconomically disadvantaged individuals not only do not have equal access to healthcare, but they also often receive a lower quality of care. These socioeconomic differences are often paired with racial differences, resulting in one group, or set of groups, having social advantage over the others. Although this problem has been discussed throughout the past century, it has not been properly addressed materially and practically. Unequal access to quality healthcare is especially highlighted throughout the COVID-19 pandemic, where there has been evidence that minorities, in particular Black communities, have received inadequate care. Quality healthcare has become unaffordable and a luxury that only certain groups get the privilege of receiving. Not only that, but the ongoing inequalities in the healthcare system have gone so far that they have instilled hostility and mistrust towards the healthcare system.

ContributorsMartinez Castro, Karen (Author) / Sturgess, Jessica (Thesis director) / Sellner, Erin (Committee member) / School of Social and Behavioral Sciences (Contributor) / School of Mathematical and Natural Sciences (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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In 2020, the world was swept by a global pandemic. It disrupted the lives of millions; many lost their jobs, students were forced to leave schools, and children were left with little to do while quarantined at their houses. Although the media outlets covered very little of how children were

In 2020, the world was swept by a global pandemic. It disrupted the lives of millions; many lost their jobs, students were forced to leave schools, and children were left with little to do while quarantined at their houses. Although the media outlets covered very little of how children were being affected by COVID-19, it was obvious that their group was not immune to the issues the world was facing. Being stuck at home with little to do took a mental and physical toll on many kids. That is when EVOLVE Academy became an idea; our team wanted to create a fully online platform for children to help them practice and evolve their athletics skills, or simply spend part of their day performing a physical and health activity. Our team designed a solution that would benefit children, as well as parents that were struggling to find engaging activities for their kids while out of school. We quickly encountered issues that made it difficult for us to reach our target audience and make them believe and trust our platform. However, we persisted and tried to solve and answer the questions and problems that came along the way. Sadly, the same pandemic that opened the widow for EVOLVE Academy to exist, is now the reason people are walking away from it. Children want real interaction. They want to connect with other kids through more than just a screen. Although the priority of parents remains the safety and security of their kids, parents are also searching and opting for more “human” interactions, leaving EVOLVE Academy with little room to grow and succeed.

ContributorsHernandez, Melany (Co-author) / Parmenter, Taylor (Co-author) / Byrne, Jared (Thesis director) / Kunowski, Jeffrey (Committee member) / Lee, Christopher (Committee member) / Thunderbird School of Global Management (Contributor, Contributor) / School of Social and Behavioral Sciences (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
Description

Evidence of a widening political divide between the Democrat and Republican parties creates concern over the possible ramifications of this phenomenon. One method of assessing dissonance between political parties is through a medium that is shaped by personal beliefs: online dating. Previous research finds that political choice homophily, or a

Evidence of a widening political divide between the Democrat and Republican parties creates concern over the possible ramifications of this phenomenon. One method of assessing dissonance between political parties is through a medium that is shaped by personal beliefs: online dating. Previous research finds that political choice homophily, or a preference for those who are politically similar, is relevant in online dating settings. Researchers find that individuals are significantly more likely to be attracted to or pursue others who have similar political views to themselves. There is, however, a gap in knowledge regarding online dating that occurs separately from conventional online dating sites. Mobile dating apps, applications that are highly popular amongst young adults, have not been thoroughly explored with political choice homophily in mind. The current study aims to test the correlation between dating preference and political beliefs, using the mobile dating app Bumble as a template for a mock (fake) dating app scenario. In the dating app survey that was distributed to 132 ASU students, participants completed a simulated “matching” section where they matched with a list of 15 fabricated Bumble profiles. The fake Bumble profiles randomly contained politically charged or politically neutral statements in the basic info section. Political affiliation of the participant was measured using a sliding scale that quantifies the unidimensional conservative-liberal spectrum on a 0-100 numerical scale. Findings of the survey show that there was no significant difference between participant preference towards politically charged vs. politically neutral mock profiles.

ContributorsGilmore, Ethan James (Author) / Lewis, Stephen (Thesis director) / Halavais, Alexander (Committee member) / School of Social and Behavioral Sciences (Contributor, 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
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The rising national maternal mortality rate has brought international attention to the United State's maternal healthcare crisis. This literature review consolidates and compares academic research on the best practices for lowering maternal mortality rates and reducing racial disparities in healthcare.

ContributorsDavey, Skylar Lauren (Author) / O'Flaherty, Katherine (Thesis director) / Lynch, Jacquie (Committee member) / School of Life Sciences (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05