Matching Items (15)

136739-Thumbnail Image.png

QUALITIES OF EXEMPLARY CUSTOMER SERVICE: CAPTURING THE COMPLETE STARBUCKS GUEST EXPERIENCE

Description

In my exploration of the expectations of customer service that people have in regards to their visits at Starbucks retail stores, I will utilize Laswell's Model of Communication and the

In my exploration of the expectations of customer service that people have in regards to their visits at Starbucks retail stores, I will utilize Laswell's Model of Communication and the theory of symbolic interactionism to guide my findings. These overarching ideas provide a foundation for understanding the communication process as a whole, and will therefore allow us to extract meaningful information from regular interactions between Starbucks employees and consumers. Additionally, my goal is for these discoveries to produce insight in regards to critical customer service qualities that other businesses should incorporate into their own customer service programs in order to find success.

Contributors

Agent

Created

Date Created
  • 2014-12

137798-Thumbnail Image.png

Comparing Website Recall on Mobile Devices: Smartphones vs. Tablets

Description

Website usage on both smartphone and tablet devices is rapidly increasing. Website success hinges largely upon how well information on the site is recalled and perceived. The purpose of this

Website usage on both smartphone and tablet devices is rapidly increasing. Website success hinges largely upon how well information on the site is recalled and perceived. The purpose of this study is to explore the question of whether or not the differences in display size and resolution of smartphone versus tablet devices affect the recall of website information. I hypothesize that tablets will produce greater website recall than smartphones, due to their larger screen size and higher resolution which may reduce cognitive strain. During the study, participants viewed a sample website for two minutes on either an iPhone or iPad, and then participated in a brief 20 question memory test to evaluate how well they remembered the website information. Although test scores for the iPad users were about one test point higher than test scores for the iPhone users, the difference was not statistically significant. However, the study was limited by the low sample size (n = 94). This indicates that further research may find that tablets indeed allow for increased recall of certain kinds of website content.

Contributors

Agent

Created

Date Created
  • 2013-05

137440-Thumbnail Image.png

Attitudes Toward Intercultural Friends and Dating of Chinese Students at Arizona State University

Description

This study investigates the relationship between intercultural friendships and attitudes towards intercultural dating—from the perspective of Asian students studying in the United States. Twenty Chinese students completed an online,

This study investigates the relationship between intercultural friendships and attitudes towards intercultural dating—from the perspective of Asian students studying in the United States. Twenty Chinese students completed an online, 19-item questionnaire (Survey Monkey) surveying the cultural diversity of their friendships (age, gender, religion, nationality, and language) and also their attitudes toward dating White U.S. Americans. The data were submitted to statistical tests and the results revealed no significant correlation between success in developing U.S. American friends, diversity of friendship networks, and interest in dating a White U.S. American. These non-significant results may be due to a limitation of the study--the small number of respondents. However additional findings revealed a high percentage of respondents expressed interest in making friends and dating White U.S. Americans. They also identified major challenges involved--language barriers and cultural differences. Finally, future research directions and applications of research findings are presented.

Contributors

Agent

Created

Date Created
  • 2013-05

137113-Thumbnail Image.png

TEXTING: A STUDY OF RELATIONAL MAINTENANCE, EQUITY, AND CLOSENESS

Description

Abstract Although sending mobile phone text messages, or texting as many people call it, is a very common form of communication, it is still a fairly new technology. Because of

Abstract Although sending mobile phone text messages, or texting as many people call it, is a very common form of communication, it is still a fairly new technology. Because of this, there is not a great deal of research on it. This study seeks to discover how young adults use texting for relational maintenance as well as study equity, closeness, and to discover sex/gender differences. Data was collected through an online survey. Students were offered extra credit for taking this survey, however some students took the survey with no direct benefit to themselves. Scales were created based on the scales of previous research and modified for texting. Results indicated that texting is used for relational maintenance and there was a significant correlation between using maintenance strategies through texting and closeness. In addition, there were significant correlations between the use of maintenance strategies and equity as well as being underbenefited, however, no correlation was found between the use of relational maintenance strategies and overbenefitedness. Finally, results indicated that sex differences were very minor, the only sex difference was that women use positivity more than men. Gender differences accounted for much more differences in that while femininity was partially associated with the use of relational maintenance strategies, there was a much stronger correlation between the strategies and masculinity. Direction for future research is assessed.

Contributors

Agent

Created

Date Created
  • 2014-05

Johnny Huntsman: An American Superhero

Description

Children's book on life and career of Governor Jon Huntsman with civics lessons tied into story. Context paper explaining political science and communication theories as well as background on creative project.

Contributors

Agent

Created

Date Created
  • 2014-05

135789-Thumbnail Image.png

Implicit Theories: Influences on Impression Management, Motivation, Empowerment, and Guilt

Description

The following study applies research on Implicit Person Theory (IPT) to the context of organizational communication. IPT scholars argue that most individuals ascribe to one of two groups regarding perceptions

The following study applies research on Implicit Person Theory (IPT) to the context of organizational communication. IPT scholars argue that most individuals ascribe to one of two groups regarding perceptions of ability: entity or incremental theorists. Entity theorists believe abilities are fixed, unchanging, and constant, whereas incremental theorists believe abilities are changeable, malleable, and subject to development. Incremental theories are a predictor of success, while entity theories can stifle development (e.g., Dweck, 2006). This study explores the relationship employees' mindsets have on the organization, including learner empowerment, impression management, organizational dissent, and guilt. The present study reasons that incremental (versus entity) theorists will exhibit higher perception of learner empowerment, lower expression of impression management behaviors, higher expression of organizational dissent, and a lower perception of organizational related guilt. No significant results were found on the directional relationships predicted; however, this study presents implications for future research in the area of IPT and organizational communication.

Contributors

Agent

Created

Date Created
  • 2016-05

136316-Thumbnail Image.png

The Effects of Sex Ratio, Class Size, and Teaching Methods on Communication in College Classrooms

Description

Classroom communication is imperative in the creation of a classroom environment that encourages participation and inter-student relationships. Several factors that may influence these variables, such as female-to-male sex ratio, have

Classroom communication is imperative in the creation of a classroom environment that encourages participation and inter-student relationships. Several factors that may influence these variables, such as female-to-male sex ratio, have not been studied in depth. This study examined the impact of class size, female-to-male ratio, and teaching method on individual participation and class interactions. Class size was negatively related to individual verbal participation, classroom connection, classroom animation, and classroom intimacy and positively related to classroom nonimmediacy. Female-to-male sex ratio was positively associated with classroom connection, animation, and intimacy. Class activities were positively related to individual verbal participation, classroom connection, classroom animation, and classroom intimacy and positively related to classroom nonimmediacy. The use of videos in the classroom was positively associated with classroom animation and intimacy while other technologies were not significantly correlated with any variables. These findings suggest that the ideal classroom should have a small number of students and utilize interactive class activities. Furthermore, women should be encouraged to take classes that are traditionally dominated by men and future research should focus on how gender is connected to the variables in this study.

Contributors

Agent

Created

Date Created
  • 2015-05

135301-Thumbnail Image.png

A Social Media Fast: Dependency and Disconnections in a Hyperconnected Culture

Description

Living in a world that is connected in a major way by social media has become the reality for a number of human beings. The necessity of social media in

Living in a world that is connected in a major way by social media has become the reality for a number of human beings. The necessity of social media in everyday life and a person's urge to use it tends to increase when wanting to stay updated and informed about the nature of things around them. The social media world has grown so much over the years, with even the youngest of generations participating in a number of different social networking sites. This study examines how people experience life without social media and how common themes develop as to how social media plays a significant part in daily interactions with others. Whether it have a positive or negative effect on those who actively use it, social media and the influence it has on its users has become something that is utilized in various ways. It does not take much effort to become connected with others through social media, making that a reason as to why it has become so popular among users around the world. People have become dependent on these computer-mediated tools for reasons that keep them feeling at-ease and in the loop of information when it comes to a variety of categories such as political news or their Facebook friends' profiles. Specifically, this study investigates the effects of a two day social media "fast" and how time away from these outlets can cause a disconnect from others, but also create a positive reduction of dependency on social media as a means of distraction from such a hyperconnected environment.

Contributors

Created

Date Created
  • 2016-05

152688-Thumbnail Image.png

Stepping inside the box: analysis of sojourner perspectives on successful study abroad experiences

Description

This dissertation examined sojourner adjustment success utilizing a unique method for collecting and analyzing the perceptions and sense making of the sojourner participants. Although previous research studies in this area

This dissertation examined sojourner adjustment success utilizing a unique method for collecting and analyzing the perceptions and sense making of the sojourner participants. Although previous research studies in this area have mostly relied on quantitative survey designs and researcher-generated models, this study relied on in-depth, participant-driven, qualitative interviews that were semi-structured using a software-assisted method called Interpretive Structural Modeling (ISM). Through this dissertation research, study abroad students (sojourners) had the opportunity to reflect on their sojourn experience, share their adjustment stories, and identify factors that were personally relevant to their success. This study broke new ground while building on the vast body of work in cross-cultural and sojourner adjustment. Sojourners were asked to provide their perspectives on the relationships among those factors reported in the literature that are commonly believed to influence successful adjustment. This allowed me to connect existing literature on the subject with the lived experience of the sojourner participants. This dissertation sought to answer two research questions. First, what factors do participants identify as being keys to the success of their sojourn? Second, what relationships do participants perceive among the factors contributing to successful sojourner adjustment? This dissertation found that language proficiency played a key role in their adjustment and openness was the factor most selected by participants in their explanation of a successful sojourn. Additionally, participant profiles and influence structure summaries provided evidence of the relationships participants saw among success factors in their lived experiences. In terms of preparing sojourners for going abroad, analysis of the composite structure revealed what could be prioritized in pre-departure training for impending sojourners. Themes emerged which provide insight into the commonalities of the sojourner experience despite differences in one's program or personality. This dissertation also explained additional success factors participants identified (e.g., ability to manage language fatigue, creation of connections with other travelers) that were not initially provided to them. Finally, suggestions for study abroad students/coordinators, researchers, and employers are provided.

Contributors

Agent

Created

Date Created
  • 2014

152927-Thumbnail Image.png

Visual narratives of the Old West: how Arizona old western towns communicate history to contemporary tourists

Description

The history of the American Old West has frequently been romanticized and idealized. This dissertation study explored four Arizona towns that developed during the era of the American Old West:

The history of the American Old West has frequently been romanticized and idealized. This dissertation study explored four Arizona towns that developed during the era of the American Old West: Tombstone, Jerome, Oatman, and Globe. The study broadly examined issues of remembering/forgetting and historical authenticity/myth. It specifically analyzed historic tourist destinations as visual phenomenon: seeking to understand how town histories were visually communicated to contemporary tourists and what role historically-grounded visual narratives played in the overall tourist experience. The study utilized a visual methodology to organize and structure qualitative data collection and analysis; it incorporated visual data from historic and contemporary photographs and textual data from observations and interviews. Through a careful exploration of each town's past and present, the research proposed a measure to assess how the strength of visual connections between past and present impacted tourist impressions of each town. The analysis suggested that, due to a general lack of historic knowledge, tourist impressions were more closely connected to contemporary experiences and prior expectations of the American Old West than to historically-grounded visual narratives.

Contributors

Agent

Created

Date Created
  • 2014