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 NCAA is changing the current rules and regulations around a student-athlete’s name, image, and likeness. Previously, student-athletes were not allowed to participate in business activities or noninstitutional promotional activities. With the new rule changes, student-athletes will be able to engage in business activities related to their own name, image, and likeness. The goal of the team was to help “prepare athletes to understand and properly navigate the evolving restrictions and guidelines around athlete name, image, and likeness”. In order to accomplish this, the team had to understand the problems student-athletes face with these changing rules and regulations. The team conducted basic market research to identify the problem. The problem discovered was the lack of communication between student-athletes and businesses. In order to verify this problem, the team conducted several interviews with Arizona State University Athletic Department personnel. From the interviews, the team identified that the user is the student-athletes and the buyer is the brands and businesses. Once the problem was verified and the user and buyer were identified, a solution that would best fit the customers was formulated. The solution is a platform that assists student-athletes navigate the changing rules of the NCAA by providing access to a marketplace optimized to working with student-athletes and offering an ease of maintaining relationships between student-athletes and businesses. The solution was validated through meetings with interested brands. The team used the business model and market potential to pitch the business idea to the brands. Finally, the team gained traction by initiating company partnerships.

Students from the Founder’s Lab at ASU created Equalitree, a company whose main focus is bringing together fans, student-athletes, coaches, and executive staff. In developing the company, the founders looked at various data points from the NCAA about what is already being done to increase diversity and inclusion. After finding staggering statistics about the state of diversity, the founders began to create ‘Equalitree’. A consulting agency tackling diversity and inclusion. The goal is to increase diversity and inclusion within sports organizations through a series of educational events, social campaigns, and dialogues. In researching the effectiveness of this business model, the founders hosted a week of events. The first event was a dialogue, in which attendees were presented with statistics of diversity within college sports, what is being done on college campuses to bridge gaps and open dialogues, and even held a discussion. For the second event, the founders hosted Keynote Speaker, former NFL player L.J. Shelton, to speak on his experiences within college sports and the NFL. Overall, Equalitree received highly rated reviews and feedback from attendees about the events and the effectiveness.

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.

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.

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.