Matching Items (338)
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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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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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Suitcases packed, armed with a PowerPoint presentation of matrices and frameworks, and an eloquent vocabulary of “synergies” and “core competencies,” another consultant prepares to deliver million-dollar advice to some of the leading executives of Fortune 500 companies. We all know who they are, but we have no idea what they

Suitcases packed, armed with a PowerPoint presentation of matrices and frameworks, and an eloquent vocabulary of “synergies” and “core competencies,” another consultant prepares to deliver million-dollar advice to some of the leading executives of Fortune 500 companies. We all know who they are, but we have no idea what they do. In 2019, over 20% of the graduating MBA class from Harvard university chose to pursue management consulting, a number that has been progressively increasing from years prior. With over 300 million people in the United States, and another 8 billion across the globe, a decision is being made every nano-second. From which stock to buy to which color socks to purchase, to every innovative (and incompetent) decision made, consultants have a hand in it all. While consultants contribute a healthy service in stimulating the economy and keeping big business, in business, there are a multitude of pitfalls that can occur in the profession and have drastic legal and ethical implications. <br/> To further examine this dichotomy of theoretical versus applied consulting, I decided to put my consulting skills to the test. By partnering with the New Venture Group, we delivered consulting services to Marni Anbar, the founder and creator of the DiscoverRoom, a hands-on, self-directed initiative allowing students to explore their curiosity in fields ranging from evolutionary studies to geology and astronomy. In response to the DiscoverRoom’s increasing demand and capacity to grow, New Venture Group consultants engaged with Marni Anbar in an attempt to analyze the important question of “what steps (from a business perspective) should Marni consider to further the DiscoverRoom (in a way that can make it both profitable and continue to serve as a creative space to further child development)?” <br/> This project was a hands-on way to examine the fundamentally complicated relationship that exists between consultants and their clients, and whether or not it was possible for college students to advise an initiative to remove the disparities that exist in STEM education in one of the worst-rated states for public school education in the country. By applying the research and findings uncovered when analyzing the theory of management consulting to this real life engagement, several parallels were discovered. As in the case of many consultants, our solution was never implemented due to external factors, which further creates a gap in allowing us to analyze whether or not our proposed solutions contained any value or not. As seen in our case, consultants often fall victim to not having their solution implemented due to a variety of external environmental trends and factors. This “incomplete” understanding of the picture further creates an aura of skepticism behind consultants and the work they do.

ContributorsTahiliani, Krishn Rajesh (Author) / Brian, Jennifer D. (Thesis director) / Koretz, Lora (Committee member) / School of Accountancy (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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This paper goes does a market analysis on Inter Active Flat Panel Displays (IFPDs), and talks about how company X can grow its market share in IFPDs.

ContributorsKoroli, Eri (Co-author) / Phillips, Maya (Co-author) / Morales, Herwin (Co-author) / Hauck, Tanner (Co-author) / Simonson, Mark (Thesis director) / Hertzel, Michael (Committee member) / School of Accountancy (Contributor) / Department of Finance (Contributor) / Department of Information Systems (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description

The PPP Loan Program was created by the CARES Act and carried out by the Small Business Administration (SBA) to provide support to small businesses in maintaining their payroll during the Coronavirus pandemic. This program was approved for $350 billion, but this amount was expanded by an additional $320 billion

The PPP Loan Program was created by the CARES Act and carried out by the Small Business Administration (SBA) to provide support to small businesses in maintaining their payroll during the Coronavirus pandemic. This program was approved for $350 billion, but this amount was expanded by an additional $320 billion to meet the demand by struggling businesses, since initial funding was exhausted under two weeks.<br/><br/>Significant controversy surrounds the program. In December 2020, the Department of Justice reported 90 individuals were charged for fraudulent use of funds, totaling $250 million. The loans, which were intended for small business, were actually approved for 450 public companies. Furthermore, the methods of approval are<br/>shrouded in mystery. In an effort to be transparent, the SBA has released information about loan recipients. Conveniently, the SBA has released information of all recipients. Detailed information was released for 661,218 recipients who have received a PPP loan in excess of $150,000. These recipients are the central point of this research.<br/><br/>This research sought to answer two primary questions: how did the SBA determine which loans, and therefore which industries are approved, and did the industries most affected by the pandemic receive the most in PPP loans, as intended by Congress? It was determined that, generally, PPP Loans were approved on the basis of employment percentages relative to the individual state. Furthermore, in general, the loans approved were approved fairly, with respect to the size of the industry. The loans, when adjusted for GDP and Employment factors, yielded a clear ranking that prioritized vulnerable industries first.<br/><br/>However, significant questions remain. The effectiveness of the PPP has been hindered by unclear incentives and negative outcomes, characterized by a government program that has essentially been rushed into service. Furthermore, limitations of available data to regress and compare the SBA's approved loans are not representative of small business.

ContributorsMaglanoc, Julian (Author) / Kenchington, David (Thesis director) / Cassidy, Nancy (Committee member) / Department of Finance (Contributor) / Dean, W.P. Carey School of Business (Contributor) / School of Accountancy (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
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Student academic performance has far-reaching implications not only on individual students but also the universities and colleges they attend. Student academic performance can affect their time in school as well as their future earning potential, and colleges and universities have a shared interest in the academic performance and retention of

Student academic performance has far-reaching implications not only on individual students but also the universities and colleges they attend. Student academic performance can affect their time in school as well as their future earning potential, and colleges and universities have a shared interest in the academic performance and retention of their students as many state and federal funding opportunities consider these metrics when allocating taxpayer dollars. To assist in the mutual desire for students to succeed, the Calm Connection start-up venture formed with the goal of integrating biofeedback therapy with a student’s unique education needs. For students, one of the largest barriers to effective learning is issues of focus and information retention, and the repeated use of biofeedback therapy trains students to overcome these focus issues and works in conjunction with our app’s study aid and scheduling ability.

ContributorsSchacht, Gregory Philip (Co-author) / Snow, Kylie (Co-author) / Silverman, Marcus (Co-author) / Byrne, Jared (Thesis director) / Sebold, Brent (Committee member) / School of Accountancy (Contributor) / WPC Graduate Programs (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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For our project, we explored the growth of the ASU BioDesign Clinical Testing Laboratory (ABCTL) from a standard university research lab to a COVID-19 testing facility through a business lens. The lab has pioneered the saliva-test in the Western United States. This thesis analyzes the laboratory from various business concepts

For our project, we explored the growth of the ASU BioDesign Clinical Testing Laboratory (ABCTL) from a standard university research lab to a COVID-19 testing facility through a business lens. The lab has pioneered the saliva-test in the Western United States. This thesis analyzes the laboratory from various business concepts and aspects. The business agility of the lab and it’s quickness to innovation has allowed the lab to enjoy great success. Looking into the future, the laboratory has a promising future and will need to answer many questions to remain the premier COVID-19 testing institution in Arizona.

ContributorsQian, Michael (Co-author) / Cosgrove, Samuel (Co-author) / English, Corinne (Co-author) / Agee, Claire (Co-author) / Mattson, Kyle (Co-author) / Compton, Carolyn (Thesis director) / Schneller, Eugene (Committee member) / School of Accountancy (Contributor) / Department of Finance (Contributor) / Department of Information Systems (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Esports is a rapidly growing virtual competitive space that is projected to surpass physical sports in the near future. Given that Esports is considered to be in its infancy, it has only been recently introduced at the high school level. Our group connected with local high school Esports teams in

Esports is a rapidly growing virtual competitive space that is projected to surpass physical sports in the near future. Given that Esports is considered to be in its infancy, it has only been recently introduced at the high school level. Our group connected with local high school Esports teams in order to evaluate its efficiency. We found that players at this level are lacking a connection to other competitive teams and consistent practice. In the Esports world, practice with another team of equal level is called a “scrim”. In an effort to combat this issue, we created a platform named Clear Scrims to connect high school and collegiate Esport teams across the country with other teams of equivalent level. This platform will allow individuals to sign up, register with their competitive team, and provide available times to scrim. The platform then would be able to use their self-reported ingame rank to match them with worthy opponents for the most quality scrim experience. Teams playing into the growing sector of Esports need a structure like Clear Scrims to increase skill level and communication. In addition, our platform has a review component where teams and individuals score their opponent to see if they played as advertised. This component will help specify our matchmaking program but also work to dismantle the culture of bad manners or toxicity in Esports. Our site, Clear Scrims, will engender more competition and thus more opportunities for players to practice and hone in their skills.

ContributorsForster, Julia Leigh (Co-author) / Sigmund, Aidan (Co-author) / Houck, Bennett (Co-author) / Byrne, Jared (Thesis director) / Pierce, John (Committee member) / School of Accountancy (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05