Matching Items (359)
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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 2006, the Chilean government began the implementation of a “program of integrated childhood protection” called Chile Crece Contigo. This program involves the cooperation of the public health, education, and legal systems of Chile in the support of the Rights of the Child ratified by the United Nations in 1989,

In 2006, the Chilean government began the implementation of a “program of integrated childhood protection” called Chile Crece Contigo. This program involves the cooperation of the public health, education, and legal systems of Chile in the support of the Rights of the Child ratified by the United Nations in 1989, and guarantees accessibility to the diverse historical and cultural communities of Chile. This study seeks to evaluate the cultural pertinence of Chile Crece Contigo as implemented in the public health system of the predominantly Aymaran community of Putre and recommend policy changes and further investigation for the improvement of its implementation in all Aymaran communities of Northern Chile. These objectives were pursued through three weeks of observation of program activities as well as interviews with key implementers of Chile Crece Contigo in Putre’s Rural Family Health Center, a practitioner of traditional Aymaran medicine and mothers whose children are enrolled or were enrolled in a variety of the services offered by the program. These results highlighted successful efforts by health practitioners in Putre to provide culturally relevant care through Chile Crece Contigo, but also policy failures and ongoing uncertainty considering best practices for cultural pertinence within the program. The conclusion was reached that several funding and logistical policies of Chile Crece Contigo need to be altered to better serve this rural, Aymaran community. Also, several in-depth longitudinal studies on traditional Aymaran upbringing and the common socioeconomic conditions of the Aymaran community in Chile should be carried out in order to determine further policy changes and best practices for Chile Crece Contigo.

ContributorsPickett, Annaliese (Author) / Tompkins, Cynthia (Thesis director) / Hurtado, Ana Magdalena (Committee member) / School of Human Evolution & Social Change (Contributor) / Economics Program in CLAS (Contributor) / Barrett, The Honors College (Contributor)
Created2020-12
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Artificial Intelligence’s facial recognition programs are inherently racially biased. The programs are not necessarily created with the intent to disproportionately impact marginalized communities, but through their data mining process of learning, they can become biased as the data they use may train them to think in a biased manner. Biased

Artificial Intelligence’s facial recognition programs are inherently racially biased. The programs are not necessarily created with the intent to disproportionately impact marginalized communities, but through their data mining process of learning, they can become biased as the data they use may train them to think in a biased manner. Biased data is difficult to spot as the programming field is homogeneous and this issue reflects underlying societal biases. Facial recognition programs do not identify minorities at the same rate as their Caucasian counterparts leading to false positives in identifications and an increase of run-ins with the law. AI does not have the ability to role-reverse judge as a human does and therefore its use should be limited until a more equitable program is developed and thoroughly tested.

ContributorsGurtler, Charles William (Author) / Iheduru, Okechukwu (Thesis director) / Fette, Donald (Committee member) / Economics Program in CLAS (Contributor) / School of Politics and Global Studies (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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This survey takes information on a participant’s beliefs on privacy security, the general digital knowledge, demographics, and willingness-to-pay points on if they would delete information on their social media, to see how an information treatment affects those payment points. This information treatment is meant to make half of the participants

This survey takes information on a participant’s beliefs on privacy security, the general digital knowledge, demographics, and willingness-to-pay points on if they would delete information on their social media, to see how an information treatment affects those payment points. This information treatment is meant to make half of the participants think about the deeper ramifications of the information they reveal. The initial hypothesis is that this information will make people want to pay more to remove their information from the web, but the results find a surprising negative correlation with the treatment.

ContributorsDeitrick, Noah Sumner (Author) / Silverman, Daniel (Thesis director) / Kuminoff, Nicolai (Committee member) / School of Mathematical and Statistical Sciences (Contributor) / Economics Program in CLAS (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description

Consider Steven Cryos’ words, “When disaster strikes, the time to prepare has passed.” Witnessing domestic water insecurity in events such as Hurricane Katrina, the instability in Flint, Michigan, and most recently the winter storms affecting millions across Texas, we decided to take action. The period between a water supply’s disruption

Consider Steven Cryos’ words, “When disaster strikes, the time to prepare has passed.” Witnessing domestic water insecurity in events such as Hurricane Katrina, the instability in Flint, Michigan, and most recently the winter storms affecting millions across Texas, we decided to take action. The period between a water supply’s disruption and restoration is filled with anxiety, uncertainty, and distress -- particularly since there is no clear indication of when, exactly, restoration comes. It is for this reason that Water Works now exists. As a team of students from diverse backgrounds, what started as an honors project with the Founders Lab at Arizona State University became the seed that will continue to mature into an economically sustainable business model supporting the optimistic visions and tenants of humanitarianism. By having conversations with community members, conducting market research, competing for funding and fostering progress amid the COVID-19 pandemic, our team’s problem-solving traverses the disciplines. The purpose of this paper is to educate our readers about a unique solution to emerging issues of water insecurity that are nested across and within systems who could benefit from the introduction of a personal water reclamation system, showcase our team’s entrepreneurial journey, and propose future directions that will this once pedagogical exercise to continue fulfilling its mission: To heal, to hydrate, and to help bring safe water to everyone.

ContributorsFilipek, Marina (Co-author) / Sadiasa, Aira (Co-author) / Reitzel, Gage (Co-author) / Byrne, Jared (Thesis director) / Sebold, Brent (Committee member) / Department of Finance (Contributor) / School of International Letters and Cultures (Contributor) / Dean, W.P. Carey School of Business (Contributor) / Economics Program in CLAS (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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This thesis explores the idea of the Natural Law by looking at the ideas of three thinkers: Aristotle, Thomas Aquinas and John Locke. It answers the question of what the Natural Law is, and further explains the derivative of this Natural Law, Natural Right. It further substantiates a relationship between

This thesis explores the idea of the Natural Law by looking at the ideas of three thinkers: Aristotle, Thomas Aquinas and John Locke. It answers the question of what the Natural Law is, and further explains the derivative of this Natural Law, Natural Right. It further substantiates a relationship between the two. Finally, the thesis observes the prevalence these terms have in the American context, both in the Declaration of Independence as well as contemporary manifestations.

ContributorsJandhyala, Nikhil Viswanath (Author) / Seagrave, Adam (Thesis director) / Perez, Luke (Committee member) / Economics Program in CLAS (Contributor) / School of Civic & Economic Thought and Leadership (Contributor, Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description

The Covid-19 pandemic has made a significant impact on both the stock market and the<br/>global economy. The resulting volatility in stock prices has provided an opportunity to examine<br/>the Efficient Market Hypothesis. This study aims to gain insights into the efficiency of markets<br/>based on stock price performance in the Covid era.

The Covid-19 pandemic has made a significant impact on both the stock market and the<br/>global economy. The resulting volatility in stock prices has provided an opportunity to examine<br/>the Efficient Market Hypothesis. This study aims to gain insights into the efficiency of markets<br/>based on stock price performance in the Covid era. Specifically, it investigates the market’s<br/>ability to anticipate significant events during the Covid-19 timeline beginning November 1, 2019<br/><br/>and ending March 31, 2021. To examine the efficiency of markets, our team created a Stay-at-<br/>Home Portfolio, experiencing economic tailwinds from the Covid lockdowns, and a Pandemic<br/><br/>Loser Portfolio, experiencing economic headwinds from the Covid lockdowns. Cumulative<br/>returns of each portfolio are benchmarked to the cumulative returns of the S&P 500. The results<br/>showed that the Efficient Market Hypothesis is likely to be valid, although a definitive<br/>conclusion cannot be made based on the scope of the analysis. There are recommendations for<br/>further research surrounding key events that may be able to draw a more direct conclusion.

ContributorsBrock, Matt Ian (Co-author) / Beneduce, Trevor (Co-author) / Craig, Nicko (Co-author) / Hertzel, Michael (Thesis director) / Mindlin, Jeff (Committee member) / Department of Finance (Contributor) / Economics Program in CLAS (Contributor) / WPC Graduate Programs (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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The application of Toni Morrison’s Beloved as a lens through which one can analyze intergenerational trauma on an individual and communal level results in a blueprint towards a remedial process. The characters and their experiences in her novel are representative of a myriad of ways in which trauma is manifested.

The application of Toni Morrison’s Beloved as a lens through which one can analyze intergenerational trauma on an individual and communal level results in a blueprint towards a remedial process. The characters and their experiences in her novel are representative of a myriad of ways in which trauma is manifested. I have broken down the concept of intergenerational trauma into the idea that it can be seen as the state where one is both simultaneously “falling” and “fallen” at the same time. Used here, the term “falling” refers to the consistent, individual trauma that one is experiencing. On the other hand, the term “fallen” refers to the trauma that a community as a whole has experienced and internalized. This framework that I establish based off of Beloved is a launching point for the conversation surrounding the topic of remedial actions in relation to intergenerational trauma that resulted from slavery. Using it as a basis of knowledge allows one to truly gather the weight of the situation regarding trauma postbellum. Considering the current climate surrounding any meaningful dialogue, knowledge is one of the most important aspects. Along with the concepts of “falling”/”fallen,” I also coined the term productive memory, which refers to the act of confrontation as well as the remembering of intergenerational trauma. The use of productive memory is imperative in addressing the prior ideas presented regarding intergenerational trauma and the possible pathways to move forward.

ContributorsCampbell, Hugh Fitz (Author) / Soares, Rebecca (Thesis director) / Agruss, David (Committee member) / School of Politics and Global Studies (Contributor) / Economics Program in CLAS (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