Matching Items (280)
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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
Description

When earning a teaching certification, there is no curriculum when it comes to the treatment of students with a diagnosis as well as how to educate their fellow classmates. Diagnoses affect the process of child development of the diagnosed as well as the friends and family. Children of all different

When earning a teaching certification, there is no curriculum when it comes to the treatment of students with a diagnosis as well as how to educate their fellow classmates. Diagnoses affect the process of child development of the diagnosed as well as the friends and family. Children of all different ages have different responses and reactions to the world of health. Looking at a developmental perspective, teachers can properly educate themselves and their students about these diagnoses. To be able to successfully inform students of diagnoses, there must be an overall understanding of how well they are able to acquire the knowledge. According to Jean Piaget, a key researcher in cognitive development, the age of the child correlates with their overall understanding and comprehension. In his theory, he explained how he believed that the environment of an organism affects how it will respond and adapt to the situations at hand. There are four stages that are connected to age, from infancy to adolescence and adulthood. Therefore, this project will focus on school-age children who are in the concrete operational stage. The concrete operational stage is made up of elementary and early adolescents and focuses on intelligence that is demonstrated through logical and precise thinking of concrete ideas (Huitt, W., & Hummel, J, 2003). This type of thinking applies to all parts of the child’s life and informs their behaviors on how to “adapt” to new information. Knowing this information, we will be able to create a curriculum of lectures, informational videos, worksheets and quizzes that can properly assess the student’s and their knowledge of the diagnoses.

ContributorsGreer, Rebecca E. (Author) / Visconti, Kari (Thesis director) / Collins, Jena (Committee member) / Sanford School of Social and Family Dynamics (Contributor) / School of Community Resources and Development (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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We created a website with the intent to educate on the Valley Metro light rail. We showcased different aspects of the light rail and presented an argument as to why it should be utilized and expanded. We also created a social media account that highlights art pieces along the light

We created a website with the intent to educate on the Valley Metro light rail. We showcased different aspects of the light rail and presented an argument as to why it should be utilized and expanded. We also created a social media account that highlights art pieces along the light rail.

ContributorsRussell, Abigail (Co-author) / Smith, Grace (Co-author) / Hawthorne-James, Venita (Thesis director) / Roschke, Kristy (Committee member) / School of Art (Contributor) / School of Community Resources and Development (Contributor) / School of Life Sciences (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description

Through this creative project, I analyzed how COVID-19 has affected the theatre industry. I created a mini-documentary following ASU’s production of Runaways, which was performed without an audience. The final product was a combination of pre-filmed and self-taped scenes. I documented how students were still able to learn and cultivate

Through this creative project, I analyzed how COVID-19 has affected the theatre industry. I created a mini-documentary following ASU’s production of Runaways, which was performed without an audience. The final product was a combination of pre-filmed and self-taped scenes. I documented how students were still able to learn and cultivate their skills during a time where most things are virtual. In addition, I analyzed how the shift to filmed theatre has changed the definition of live theatre, including increased accessibility. I also explored the importance of theatre through analyzing the themes of musical theatre performances such as Rent and Runaways. During a time where people cannot gather, artists are still finding a way to create and tell stories.

ContributorsDavis, Elizabeth Nelson (Author) / Moran, Stacey (Thesis director) / Yatso, Toby (Committee member) / Arts, Media and Engineering Sch T (Contributor) / School of Community Resources and Development (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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When you are sitting at the terminal waiting for your flight or taking the bus to get to work, have you ever thought about who used your seat last? More importantly, have you ever thought about the last time that seat was cleaned? Sadly, it is uncertain to see if

When you are sitting at the terminal waiting for your flight or taking the bus to get to work, have you ever thought about who used your seat last? More importantly, have you ever thought about the last time that seat was cleaned? Sadly, it is uncertain to see if it was properly sanitized in the last hour, yesterday, in the last week, or even last month. Especially during these tough times, everyone wants to be assured that they are always in a safe and healthy environment. Through the Founders Lab, our team is collaborating with an engineering capstone team to bring automated seat cleaning technology into the market. This product is a custom-designed seat cover that is tear-resistant and provides a sanitary surface for anyone to sit on. When someone leaves the seat, a pressure sensor is triggered, and the cover is replaced with a secondary cover that was stored in a UV radiated container. The waterproof fabric and internal filters prevent spills and food crumbs from remaining when the user changes. The reason for bringing this product into the market is due to the unsanitary conditions in many high traffic areas. This technology can be implemented in public transportation, restaurants, sports stadiums, and much more. It will instantly improve the efficiency of sanitation for many businesses and keep a promise to its users that they will never bring something they sat on back home. #Safeseating

ContributorsJawahar, Nandita (Co-author) / Yang, Tiger (Co-author) / Nimmagadda, Viraj (Co-author) / Byrne, Jared (Thesis director) / Sebold, Brent (Committee member) / Department of Finance (Contributor) / Department of Information Systems (Contributor) / School of Community Resources and Development (Contributor) / Department of Supply Chain Management (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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We apply a Bayesian network-based approach for determining the structure of consumers' brand concept maps, and we further extend this approach in order to provide a precise delineation of the set of cognitive variations of that brand concept map structure which can simultaneously coexist within the data. This methodology can

We apply a Bayesian network-based approach for determining the structure of consumers' brand concept maps, and we further extend this approach in order to provide a precise delineation of the set of cognitive variations of that brand concept map structure which can simultaneously coexist within the data. This methodology can operate with nonlinear as well as linear relationships between the variables, and utilizes simple Likert-style marketing survey data as input. In addition, the method can operate without any a priori hypothesized structures or relations among the brand associations in the model. The resulting brand concept map structures delineate directional (as opposed to simply correlational) relations among the brand associations, and differentiates between the predictive and the diagnostic directions within each link. Further, we determine a Bayesian network-based link strength measure, and apply it to a comparison of the strengths of the connections between different semantic categories of brand association descriptors, as well as between different strategically important drivers of brand differentiation. Finally, we apply a precise form of information propagation through the predictive and diagnostic links within the network in order to evaluate the effect of introducing new information to the brand concept network. This overall methodology operates via a factorization of the joint distribution of the brand association variables via conditional independence properties and an application of the causal Markov condition, and as such, it represents an alternative approach to correlation-based structural determination methods. By using conditional independence as a core structural construct, the methods utilized here are especially well- suited for determining and analyzing asymmetric or directional beliefs about brand or product attributes. This methodology builds on the pioneering Brand Concept Mapping approach of Roedder John et al. (2006). Similar to that approach, the Bayesian network-based method derives the specific link-by-link structure among a brand's associations, and also allows for a precise quantitative determination of the likely effects that manipulation of specific brand associations will have upon other strategically important associations within that brand image. In addition, the method's precise informational semantics and specific structural measures allow for a greater understanding of the structure of these brand associations.
ContributorsBrownstein, Steven Alan (Author) / Reingen, Peter (Thesis advisor) / Kumar, Ajith (Committee member) / Mokwa, Michael (Committee member) / Arizona State University (Publisher)
Created2013
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Empirical and theoretical gaps exist on the subject matter of attendee experiential behavior at community festivals as this action occurs in real time. To acquire knowledge and begin to build theory, attendee behavior was investigated through an interpretive lens to give rise to a socially constructed understanding of this phenomenon

Empirical and theoretical gaps exist on the subject matter of attendee experiential behavior at community festivals as this action occurs in real time. To acquire knowledge and begin to build theory, attendee behavior was investigated through an interpretive lens to give rise to a socially constructed understanding of this phenomenon in contrast to typical positivist inquiry designs found in the field of event studies used to test theory and determine universal explanations. This ontology was deemed appropriate as human experience at community festivals is multifaceted, relative to social interactions, highly variable with complex meanings, and has a wide variety of consequential implications; all views representative of social constructivism. A grounded theory approach was used in conjunction with a participant observation method to collect data on attendee behavior during fieldwork undertaken at community festivals. Prior to fieldwork, literature was not reviewed nor specific theory pre-selected to serve as a basis for research, with the researcher's only intent to record attendee's on-site actions with an open mind. Fieldwork notes were systematically expanded into descriptive narratives that were broken down into initial codes to establish robust analytic directions, which were synthesized into categories and subcategories through focused coding. Relationships between categories and subcategories were reassembled with axial coding bringing into view a strong emergent theme on social capital bonding and bridging at community festivals and a second theme that considers the aspirations of event management to program festive experiences. To strengthen the second theme event manager interviews and content analysis of event association newsletters were conducted as theoretical sampling to move data towards saturation. From emergent themes it was theorized, while social capital bonding is profusely exhibited at community festivals, social capital bridging is minimally displayed unless augmented with programmed festivity to increase physical, emotional, and social engagement of attendees. Literature reviewed in relation to this theory revealed that spirituality, dance, music, the arts, and wild abandonment were important elements of festivity. An implication arising from this study indicates that if community festivals consciously enhance programmed festivity then correspondingly increased social capital impacts within community development might also be achieved.
ContributorsBiaett, Vernon (Author) / Phillips, Rhonda (Thesis advisor) / Budruk, Megha (Committee member) / Hultsman, Wendy (Committee member) / De La Garza, Sarah (Committee member) / Arizona State University (Publisher)
Created2013
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Commitment to an activity is widely studied in leisure research. Serious Leisure Perspective (SLP) describes characteristics a committed activity participant possesses. The Psychological Continuum Model (PCM) describes the psychological process a person goes through to become committed to a leisure activity. Awareness, attraction, attachment and loyalty make of the four

Commitment to an activity is widely studied in leisure research. Serious Leisure Perspective (SLP) describes characteristics a committed activity participant possesses. The Psychological Continuum Model (PCM) describes the psychological process a person goes through to become committed to a leisure activity. Awareness, attraction, attachment and loyalty make of the four stages of PCM. Both perspectives have been used to describe committed leisure activity participants and commitment to organized recreational events. Research on leisure activity has yet to determine how the individual becomes loyal. Therefore, the purpose of this study is to determine the process in which recreation activity participates becomes loyal and to identify who can be labels as serious within the PCM Framework. Data was obtained from an online electronic survey distributed to participants of four U.S. marathon and half marathon events. A total of 579 responses were used in the final analysis. Path analysis determined the process in which a runner becomes committed. MANOVA is used to determine difference between leisure groups in the four stages of PCM. Results indicate that activity participants need to go through all four stages of PCM before becoming loyal. As knowledge increases, individuals are more motivated to participate. When the activity satisfies motives and becomes a reflection of their identity, feelings become stronger which results in loyalty. Socialization is instrumental to the progression through the PCM Framework. Additionally, attachment is the "bottleneck" in which all loyal activity participants my pass through. Differences exist between serious leisure groups in the attachment and loyalty stages. Those that are `less serious' are not as committed to the activity as their counterparts.
ContributorsMurphey, Elizabeth M (Author) / Lee, Woojin (Thesis advisor) / Hultsman, Wendy (Thesis advisor) / Larsen, Dale (Committee member) / Chisum, Jack (Committee member) / Arizona State University (Publisher)
Created2014