Matching Items (2)
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- All Subjects: Organizational Culture
- Creators: Barr, Chandler Wallace
Description
This study examines how a commitment to service can impact and come to exemplify a company’s brand image, customer loyalty, and overall organizational success. It examines the history and evolution of customer service, as well as what commitment to service looks like in present-day businesses. It differentiates companies that have attained a reputation for superior service and companies that have struggled to overcome service failures. Trader Joe’s, The Ritz-Carlton Hotel Company, Chick-fil-A, Southwest Airlines, and The Walt Disney Company are identified as five companies that have attained a reputation for remarkable service. This study includes five analyses to understand each company’s mission, history, leadership, employee engagement, and organizational culture. This study synthesizes how an unwavering commitment to customers, emphasis on employee empowerment, and ability to embed service in culture are common themes that can significantly contribute to a company’s ability to develop a reputation for remarkable service.
ContributorsBarr, Chandler Wallace (Author) / Desch, Timothy (Thesis director) / Shick, Jennifer (Committee member) / Department of Management and Entrepreneurship (Contributor) / Department of Marketing (Contributor) / School of Community Resources and Development (Contributor) / Barrett, The Honors College (Contributor)
Created2020-05
Description
Academic advisors play a critical role in student success within United States institutions of higher education. Although uniquely positioned to contribute to important institutional and student outcomes, academic advising is identified in the literature as an emerging profession, often delegitimizing advisor authority and limiting their contribution to institutional objectives. A review of the literature explores the history academic advising, and the current state of professionalization of the field. Additionally, entrepreneurial mindset is introduced as a framework of practice for professional agency. As a field working to professionalize itself within the higher education context, academic advisors must be able to fully participate and contribute to the process of developing innovative practices within the contexts of their institutions. This mixed-methods study drew upon proactive work behavior as defined by Hackman and Oldham to understand how academic advisors demonstrate and perceive their professional agency and ability to make decisions when working with students in the context of their role. Findings suggest professional agency as a construct exists not as a stand-alone concept, but rather as part of an ecosystem within the institution that includes layered systems, structures, and cultures which influence advisor behaviors and how they navigate decision-making. Implications include considerations for academic advising leaders and administrators, specifically related to departmental structures and advisor perceptions of their professional agency. This study contributes to the advising literature in the area of professionalization, with implications for scholarship and practice that can address gaps in the current scholarship.
ContributorsRudd, Melissa (Author) / Basile, Carole (Thesis advisor) / Kim, Jeongeun (Committee member) / Mcintyre, Lisa (Committee member) / Arizona State University (Publisher)
Created2021