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.

The right to cast a meaningful vote, equal in value to other votes, is a fundamental tenet US elections. Despite the 1964 Supreme Court decision formally establishing the one person, one vote principle as a legal requirement of elections, our democracy consistently falls short of it. With mechanisms including the winner-take-all format in the Electoral College, disproportioned geographic allocation of senators, extreme partisan gerrymandering in the House of Representatives, and first-past-the-post elections, many voters experience severe vote dilution. <br/><br/>In order to legitimize our democratic structures, American elections should be reformed so every person’s vote has equal weight, ensuring that the election outcomes reflect the will of the people. Altering the current election structure to include more proportional structures including rank choice voting and population-based representation, will result in a democracy more compatible with the one person, one vote principle.

Descriptive representation is important to building and maintaining a fair court system, especially within a context of historical oppression by race or gender. Using official government biographies, voter rolls, news articles, and press releases, I collected demographic information on the judges of Arizona and compared it to Census data, to show how under representative the state courts of Arizona currently are. Through the use of non-attorney judges, the Justice Court of Arizona has become the most representative level of the state court. Almost all of the BIPOC judges of the Justice Court are not attorneys. Allowing non-attorney Justices of the Peace has made it possible for the court to be more representative of Arizonans. However, even though it is the most representative state court, the Justice Court vastly under represents women and BIPOC as judges. As racial tension and movements for fairness under the law increase, it is important to challenge how the courts could better serve Arizona.

With as rapid a growth that Esports has had and its current introduction to the public mainstream, there is yet to be sufficient studies and research compiled to fully develop the profile of an Esport consumer. While companies such as Neilson and others have begun scratching the surface of the Esport community, there is much that is relatively unknown. Consumer behavior patterns of traditional sports has been defined for years, however as the billion dollar a year industry that Esports is, Esport consumer behavior is still taking shape. This thesis will attempt to build upon previous studies conducted by former Arizona State University students to continue to define the Esport consumer. Through quantitative research conducted via an online survey consisting of demographic, behavioral, and psychographic questions, the stereotype of an Esport consumer will be dissolved to reveal their true nature. This study will prove to be an iteration among the previous research by -<br/>• Developing a functional segmentation of Esport consumers, which will allow for marketers within the industry to better understand their audience in their attempts to persuade/incentivize<br/>• Understanding and dissecting the scale of influence that content creators (those who play Esports for the purpose of entertaining through various platforms) and competitive Esport athletes have on certain segmentations of consumers<br/>• Discovering the impact the COVID-19 pandemic has had on certain segmentations in regards to their time spent playing themselves<br/><br/> After compiling results from this questionnaire, marketers that are both endemic and non-endemic brands seeking to partner within the Esports space will have a better understanding of their audience and how to connect with them.

This research covers the landscape of influencer marketing and combines it with the knowledge of 11 content creators and one social media specialist, ultimately producing an actionable handbook. Participants were asked questions that were intended to discover key strategies, level of difficulty, and overall insight into the content creator world. Best practices and key findings are identified in the research paper, and outlined into four parts in the handbook. The handbook serves as a compilation framework derived from my primary and secondary sources designed to provide anyone interested in becoming a content creator or social media influencer on steps they may take given what their predecessors have done to successfully launch their careers in the space.