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.
In a COVID-19 world, student engagement has suffered drastically as organizations and universities shifted to an online format. Yet, there is still an opportunity and a space for digital content creation to bridge the gap in a virtual and hybrid university lifestyle. This project looks at how student groups can still engage students at ASU Tempe through digital content creation and which tools to use to enter the space.
Previous studies about the effects of regulatory institutions on the outcomes of regulation have resulted in a lack of consensus on the nature of these impacts. This paper seeks to resolve some of this ambiguity by analyzing two dimension of electric utility regulatory outcomes, prices and reliability, with a broader panel of explanatory variables and with a Hausman-Taylor regression technique. The results suggest that elected regulators and deregulated electricity markets result in worse reliability outcomes for consumers without strong evidence that either institution secures lower electricity prices. Incorporating these insights into a theoretical model of regulation could give more detailed insight into how to create regulatory institutions that can optimize the outcomes of governance.
This project dives into the journey of our entrepreneurial startup with the Founders Lab Thesis Program. In the global sports business industry, we knew that there was something missing. While conducting market research, there was little data and information about sustainability initiatives that engaged sports fans, especially in college sports. Not to mention, there was no sustainability information provided on any existing platforms that sporting teams use for ticketing and advertising. So, for our startup, we decided to create a website called SustainSports which gives fans the opportunity to inform themselves about sustainability initiatives at sports events (https://sustainsports.webflow.io/). These fans can also earn points and rewards for practicing sustainability activities at home. In short, SustainSports serves as an educational, interactive, and informative website that connects users to sustainability initiatives, community activities, and exciting rewards, while encouraging users to continue such environmentally-friendly practices in their daily lives. In chronological order, this thesis paper will examine the process we took to create SustainSports and demonstrate our efforts that properly allowed us to defend it one academic year later. From meetings with renowned sports enthusiasts and professors to interviews with ASU students and sports fans, we have listened to and taken in diverse perspectives to understand the perceptions of sustainability in the global sports industry. When we realized that there was a significant gap between sports and sustainability - both important elements of American society and culture - we knew a change needed to be made. Hence, SustainSports came to life, offering users a fresh opportunity to be more aware of their sustainability surroundings, while simultaneously enjoying the sports they know and love.
During the global COVID-19 pandemic in 2020, many universities shifted their focus to hosting classes and events online for their student population in order to keep them engaged. The present study investigated whether an association exists between student engagement (an individual’s engagement with class and campus) and resilience. A single-shot survey was administered to 200 participants currently enrolled as undergraduate students at Arizona State University. A multiple regression analysis and Pearson correlations were calculated. A moderate, significant correlation was found between student engagement (total score) and resilience. A significant correlation was found between cognitive engagement (student’s approach and understanding of his learning) and resilience and between valuing and resilience. Contrary to expectations, participation was not associated with resilience. Potential explanations for these results were explored and practical applications for the university were discussed.
The mental health of ASU students has been negatively affected by the pandemic. Our research looks to prove that COVID-19 has caused an increase in stress levels while uncovering other relationships to stress. We obtained our data by conducting a survey through Google Forms that was exclusively accessible to ASU students. Stress levels were measured with the use of the Perceived Stress Scale (PSS). We find that the stress of ASU students from before the pandemic to during rises from 15 to 22 points, a 50% increase (n = 228). We discovered that women are more stressed than men before and during the pandemic. We also discovered that there is no difference between stresses among different races. We notice that there is a parabolic relationship between enrollment time and stress levels with the peak occurring during semesters 2-6. We also conclude that students who attended more than 5 events during the pandemic had lower stress scores, and those who had their videos on for at least 3 events had lower stress scores. Furthermore, students who utilized campus resources to manage their stress had higher stress levels than those who did not.
The purpose of this creative project was to create a stereo sound system in a unique medium. As a team, we decided to integrate a Tesla Coil with a bluetooth audio source. These high frequency, high voltage systems can be configured to emit their electrical discharge in a manner that resembles playing tunes. Originally the idea was to split the audio into left and right, then to further segregate the signals to have a treble, mid, and base emitter for each side. Due to time, budget, and scope constraints, we decided to complete the project with only two coils.<br/><br/>For this project, the team decided to use a solid-state coil kit. This kit was purchased from OneTelsa and would help ensure everyone’s safety and the project’s success. The team developed our own interrupting or driving circuit through reverse-engineering the interrupter provided by oneTesla and discussing with other engineers. The custom interpreter was controlled by the PSoC5 LP and communicated with an audio source through the DFRobot Bluetooth module. Utilizing the left and right audio signals it can drive the two Tesla Coils in stereo to play the music.