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.

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.

As America undergoes a modern, civil rights movement, the reality of police brutality can no longer be disregarded by everyday voters. The Black Lives Matter movement has become ubiquitous, both in real life and in the media, after the murder of George Floyd. This moment has made way for widespread video coverage of police brutality incidents, a litany of written think pieces dissecting the long-term effectiveness of the police, and a myriad of articles discussing prospective policy actions. With a rise in coverage comes a heightened level of awareness of and conversation around this issue. We have witnessed the pervasiveness of the Black Lives Matter movement and an increasing conversation around the allocation of funding towards police departments. Change has been sparked, but which form of media has most effectively influenced the public? Seeing as one of the principal goals of police-related advocacy groups is to fulfill their vision of a properly functioning police force, including in relation to accountability and reform, it is vital to understand which medium the public is most receptive to. This study and its design serve to examine how exposure to different media regarding police brutality affects people’s opinions on Black Lives Matter, police reform policies, and similar changes. Moving forward, social movements will have a better understanding of which types of media can best target the public when trying to coalesce support around their movement.

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.