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.

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.

Every year, nearly 1.5 shelter animals are euthanized.(1) By the end of 2020, California was reported to be responsible for the second most dog euthanasia’s in the United States, behind Texas by nearly 15,000 dogs. Sadly, these numbers do not include the euthanizing of cats which is generally a fraction larger. Additionally, a majority of numbers tallied by euthanasia centers do not include animals that younger than 1 month old and under 2 pounds. These animals are referred to as “neonate,” which is essentially unsavable newborns. In fact, the New York Times writes, “Many of the shelters do not track outcomes uniformly or make historical data readily available online. Until recently, there has not been a concerted national effort to standardize and compile shelter records.”(2) If these numbers were to be included, we would see a large spike for shelter euthanasia’s in every state. <br/>Traveling Paws is a 501(c)3 Nonprofit Organization that was created to help reduce the number of shelter and stray animals euthanized in California. Our mission is to rehome animals from dangerous environments and kill shelters into their “forever homes,” or shelter facilities where they then can further be adopted and live out the rest of their lives happily. In addition to animal relocation, our team has begun programs such as sheltering, fostering, and put an emphasis on a trap, neuter, and return program to help increase the health and safety, while reducing reproduction rates of stray cats in the Southern California region. While we have been able to substantially help animals located in areas of Southern California, our work is nowhere near complete. <br/>Through this write up, I will tell you the story of my journey, creating and managing our nonprofit organization, along with our successes, problems faced, business plans to help guide us toward our future goals and success, and what I have learned throughout the process.

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.

As social media and technology continue to impact the way students communicate and receive information, it is encouraged that university student-run organizations utilize social media platforms as a tool to further the development of their organizations. Social media platforms allow student organizations to network, promote awareness of their organizations, current campus events, and provide the opportunity to develop strong associations and interactions among students. Overall, student-run organizations currently utilize a wide variety of social media; however, frequently it is used without a clear understanding of its role and best practices, which could lead to a loss of effectiveness in their communication with students. Therefore, these factors suggest the need for university student-run organizations to recognize and understand the opportunities that effective social media strategies can bring as a communication tool to enhance student engagement.