Matching Items (285)
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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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Human-environment interactions in aeolian (windblown) systems has focused research on<br/>human’s role in causing and aiding recovery from natural and anthropogenic disturbance. There<br/>is room for improvement in understanding the best methods and considerations for manual<br/>coastal foredune restoration. Furthermore, the extent to which humans play a role in changing the<br/>shape and surface

Human-environment interactions in aeolian (windblown) systems has focused research on<br/>human’s role in causing and aiding recovery from natural and anthropogenic disturbance. There<br/>is room for improvement in understanding the best methods and considerations for manual<br/>coastal foredune restoration. Furthermore, the extent to which humans play a role in changing the<br/>shape and surface textures of quartz sand grains is poorly understood. The goal of this thesis is<br/>two-fold: 1) quantify the geomorphic effectiveness of a multi-year manually rebuilt foredune and<br/>2) compare the shapes and microtextures on disturbed and undisturbed quartz sand grains. For<br/>the rebuilt foredune, uncrewed aerial systems (UAS) were used to survey the site, collecting<br/>photos to create digital surface models (DSMs). These DSMs were compared at discrete<br/>moments in time to create a sediment budget. Water levels and cross-shore modeling is also<br/>considered to predict the decadal evolution of the site. In the two years since rebuilding, the<br/>foredune has been stable, but not geomorphically resilient. Modeling shows landward foredune<br/>retreat and beach widening. For the quartz grains, t-testing of shape characteristics showed that<br/>there may be differences in the mean circularity between grains from off-highway vehicle and<br/>non-riding areas. Quartz grains from a variety of coastal and inland dunes were imaged using a<br/>scanning electron microscopy to search for evidence of anthropogenically-induced<br/>microtextures. On grains from Oceano Dunes in California, encouraging textures like parallel<br/>striations, grain fracturing, and linear conchoidal fractures provide exploratory evidence of<br/>anthropogenic microtextures. More focused research is recommended to confirm this exploratory<br/>work.

ContributorsMarvin, Michael Colin (Author) / Walker, Ian (Thesis director) / Dorn, Ron (Committee member) / Schmeeckle, Mark (Committee member) / School of Geographical Sciences and Urban Planning (Contributor, Contributor, Contributor) / School of Mathematical and Statistical Sciences (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Fire is a naturally-occurring disruptive ecological force that is an essential part of certain ecosystems, and has historically been a tool used by indigenous fire stewards to maintain the health of the land. In the past century, fire has been severely suppressed throughout many areas of the Western United States

Fire is a naturally-occurring disruptive ecological force that is an essential part of certain ecosystems, and has historically been a tool used by indigenous fire stewards to maintain the health of the land. In the past century, fire has been severely suppressed throughout many areas of the Western United States as Western colonization and the suppression of native traditional ecological knowledge took place, causing a severe decline in ecosystem health and the accumulation of flammable vegetation, which has more recently contributed towards a frequency of catastrophic, high-intensity wildfires. Current fire management challenges include balancing social and ecological perspectives. In Colorado and other areas of the country, community wildfire protection plans (CWPP) are evolving as a means to involve a variety of community stakeholders in fire management decisions. Using Colorado CWPP boundaries as a social management unit and endangered species ranges as an ecological management unit, I analyzed the spatial overlap of these different factors. Since each CWPP has its own fire management policies, I drew implications from the results for which important factors different CWPPs should consider.

ContributorsAzuma, Erin (Author) / Kroetz, Kailin (Thesis director) / Iacona, Gwen (Committee member) / Hamilton, Matthew (Committee member) / School of Life Sciences (Contributor) / Watts College of Public Service & Community Solut (Contributor) / School of Geographical Sciences and Urban Planning (Contributor) / Thunderbird School of Global Management (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Surveys have shown that several hundred billion weather forecasts are obtained by the United States public each year, and that weather news is one of the most consumed topics in the media. This indicates that the forecast provides information that is significant to the public, and that the public utilizes

Surveys have shown that several hundred billion weather forecasts are obtained by the United States public each year, and that weather news is one of the most consumed topics in the media. This indicates that the forecast provides information that is significant to the public, and that the public utilizes details associated with it to inform aspects of their life. Phoenix, Arizona is a dry, desert region that experiences a monsoon season and extreme heat. How then, does the weather forecast influence the way Phoenix residents make decisions? This paper aims to draw connections between the weather forecast, decision making, and people who live in a desert environment. To do this, a ten-minute survey was deployed through Amazon Mechanical Turk (MTurk) in which 379 respondents were targeted. The survey asks 45 multiple choice and ranking questions categorized into four sections: obtainment of the forecast, forecast variables of interest, informed decision making based on unique weather variables, and demographics. This research illuminates how residents in the Phoenix metropolitan area use the local weather forecast for decision-making on daily activities, and the main meteorological factors that drive those decisions.

ContributorsMarturano, Julia (Author) / Middel, Ariane (Thesis director) / Schneider, Florian (Committee member) / School of Geographical Sciences and Urban Planning (Contributor, Contributor, Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Globally, the incidental capture of non-target species in fisheries (bycatch) has been linked to declines of ecologically, economically, and culturally important marine species. Gillnet fisheries have especially high bycatch due to their non-selective nature, necessitating the development of new bycatch reduction technologies (BRTs). Net illumination is an emerging BRT that

Globally, the incidental capture of non-target species in fisheries (bycatch) has been linked to declines of ecologically, economically, and culturally important marine species. Gillnet fisheries have especially high bycatch due to their non-selective nature, necessitating the development of new bycatch reduction technologies (BRTs). Net illumination is an emerging BRT that has shown promise in reducing bycatch of marine megafauna, including sea turtles, cetaceans, and seabirds. However, little research has been conducted to understand the effects of net illumination on fish assemblages, including bony fish and elasmobranchs (i.e. sharks, rays, and skates). Here, I assessed a 7-year dataset of paired net illumination trials using four different types of light (green LEDs, green chemical glowsticks, ultraviolet (UV) lights, and orange lights) to examine the effects of net illumination on fish catch and bycatch in a gillnet fishery at Baja California Sur, Mexico. Analysis revealed no significant effect on bony fish target catch or bycatch for any light type. There was a significant decrease in elasmobranch bycatch using UV and orange lights, with orange lights showing the most promise for decreasing elasmobranch bycatch, resulting in a 50% reduction in bycatch rates. Analysis of the effects of net illumination on elasmobranch target catch was limited due to insufficient data. These results indicate that the illumination of gillnets may offer a practical solution for reducing fish bycatch while maintaining target catch. More research should be conducted to understand the effects of net illumination in different fisheries, how net illumination affects fisher profit and efficiency, and how net illumination affects fish behavior. Further optimization of net illumination is also necessary before the technology can be recommended on a broader scale.

ContributorsBurgher, Kayla Marie (Author) / Senko, Jesse (Thesis director) / Throop, Heather (Committee member) / School of Life Sciences (Contributor) / School of Sustainability (Contributor) / School of Geographical Sciences and Urban Planning (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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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
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The COVID-19 Pandemic has provided a challenge for educators to create virtual learning materials that are engaging and impactful during times of high stress and isolation. In this creative project, I explore the variety of virtual tools and web applications from Esri by creating a Story Map on the Verde

The COVID-19 Pandemic has provided a challenge for educators to create virtual learning materials that are engaging and impactful during times of high stress and isolation. In this creative project, I explore the variety of virtual tools and web applications from Esri by creating a Story Map on the Verde River Watershed. This Story Map is intended for an audience of students in late middle school and early high school but can be a resource to teachers for a wider age range. The integration of interactive technology and virtual tools in educational practices is likely to continue past the immediate circumstances of the COVID-19 pandemic. The purpose of this Story Map is to showcase one of the many uses for geospatial web applications beyond the immediate realm of GIS.

ContributorsTueller, Margaret (Author) / Frazier, Amy (Thesis director) / Dorn, Ron (Committee member) / School of Geographical Sciences and Urban Planning (Contributor, Contributor, Contributor) / Division of Teacher Preparation (Contributor) / The Design School (Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
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Despite similar climate, ecosystem, and population size, the cities of Hermosillo, Mexico and Mesa, USA manage their water very differently. Mesa has a stable and resilient system organized around state and federal regulations. Hermosillo, after rapidly industrializing, has not been able to cope with climate change and long-term drought conditions.

Despite similar climate, ecosystem, and population size, the cities of Hermosillo, Mexico and Mesa, USA manage their water very differently. Mesa has a stable and resilient system organized around state and federal regulations. Hermosillo, after rapidly industrializing, has not been able to cope with climate change and long-term drought conditions. Water distribution statistics, stakeholders, policy structure, and government organization were combined in an organizational framework to compare the practices of the two cities. These inputs were weighed against the outcomes and the sustainability of each system. While Mesa is part of a massive metropolitan area, Hermosillo is still developing into a metropolitan center and does not have access to the same infrastructure and resources. In Hermosillo local needs are frequently discounted in favor of broad political goals.
ContributorsMoe, Rud Lamb (Author) / Chhetri, Netra (Thesis director) / White, Dave (Committee member) / Robles-Morua, Agustin (Committee member) / Barrett, The Honors College (Contributor) / School of Earth and Space Exploration (Contributor) / School of Sustainability (Contributor) / School of Geographical Sciences and Urban Planning (Contributor)
Created2013-05