In today's business environment, customer service is more critical than ever. It is a major factor when consumers decide where to take their business. However, consumer choice is not applicable to all businesses for example, public utilities. Consumers do not have a choice in picking which utility company provides them service; the choice depends upon local jurisdictions and predetermined service territories. This lack of choice creates a "forced relationship" between consumers and public utilities. Because the nature of this relationship can have a negative impact, public utilities need to reevaluate their approach and invest in effective customer service as a valuable tool to achieve their organizational goals. This study investigates the need for public utilities to expand their investment; explores the available avenues to expand their investment; and offers a recommended pathway with the features and interface to expand their investment. Technology is the key in achieving organizational goals as it can reengineer internal and external operations. Self-service technology (SST) along with the features of gamification enable an organization to reengineer both its internal and its external operations. Companies can shift work from employees to customers and develop new mediums for customer service interaction. Overall, three investments are analyzed: traditional call centers, online, and mobile. The analysis focuses on available features and how those features affect the achievement of organizational goals. Two studies comprise interviews with utility representatives and a customer survey completed to reinforce findings. Based on the research, a smartphone application is the best option to enhance customer service while addressing all organizational goals.

A survey was created to help gain some insight on the opinions of homeowners across the <br/>Phoenix Metro Area. This survey consisted of 7 questions relating to personal experiences and <br/>the homeowners’ opinions or concerns. The results of the survey showed that there are a few <br/>concerns surrounding solar energy with an emphasis on the cost of maintenance of panels and <br/>the payback period where the homeowners would see a return on their investment. Most of the <br/>homeowners answered that they do not use solar energy but have thought about using it for their <br/>main source of energy before. The homeowners in the survey also thought that solar energy was <br/>overall too expensive and that it would take a long time before they would see any payoff or <br/>savings from the solar panels. It was found that the payback period for panels is around 7 years <br/>and that depending on the size of the solar system installed or on the model used, solar panels <br/>cost much less than many people think. This was found by researching non-biased resources <br/>from government websites and from local energy companies’ websites. To combat the concerns <br/>found from the survey, an infographic was created to help inform the public about solar energy <br/>and allow the homeowners to make decisions that are well informed and not based on <br/>misinformation. The infographic included information related to the survey by explaining the <br/>survey and explaining topics that were of concern to the homeowners who took the survey. In <br/>addition, the infographic displayed information about solar energy and that the decision to use <br/>solar is ultimately up to the audience.

Temperature swing adsorption is a commonly used gas separation technique, and is being<br/>further researched as a method of carbon capture. Carbon capture is becoming increasingly<br/>important as a potential way to slow global warming. In this study, algae-derived activated<br/>carbon adsorbents were analyzed for their carbon dioxide adsorption effectiveness.<br/>Algae-derived carbon adsorbents were synthesized and then studied for their adsorption<br/>isotherms and adsorption breakthrough behavior. From the generated isotherm plots, it was<br/>determined that the carbonization temperature was not high enough and that more batches of<br/>adsorbent would have to be made to more accurately analyze the adsorptive potential of the<br/>algae-derived carbon adsorbent.

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.

This project looked at how certain factors impacted how likely consumers were to buy tickets to NCAA Division I FBS Football games, otherwise known as FBS Football games. It first analyzed prior research into sports ticket sales to identify factors that generally impact ticket sales for sports in general that could be feasibly analyzed using a sample of college students. From this, four factors were chosen to be analyzed. These factors were fan loyalty, price sensitivity, opposing team quality, and home team quality. After collecting data from intro level marketing students and performing a statistical analysis of the data, it was concluded that all four factors impacted the likelihood of an individual buying a ticket to an FBS Football game.

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.