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.

Since the global financial crisis of 2007-8, interest in worker-cooperatives and alternative forms of organization has surged. Mondragon, located in the Basque region of Spain, represents the largest federation of worker-cooperatives around the world, consisting of 98 cooperatives and 143 subsidiaries, which earned a total revenue of $14.5 billion in 2019. While previous attempts to establish a similar model have historically reached limited success, Mondragon has achieved a unique balance of remaining economically viable, on the one hand, and staying true to its founding principles of democratic governance, on the other. This paper sets out to analyze the democratic structure and the cooperative culture at the heart of the Mondragon model, as well as the new type of human relationship that it fosters. In particular, this relationship is one in which individual well-being is bound up with communal well-being that avoids the antagonistic clash between the capital and labor.

This thesis is about how Liberian activists were able to help Liberian immigrants under Temporary Protected Status and Deferred Enforced Departure (DED) to convince President Trump to extend DED policy. They also lobbied members of Congress to pass the Liberian Relief Immigration Fairness Act, which granted permanent legal status to TPS and DED recipients. My research questions were: How did advocacy groups influence politicians? How did the media cover the narrative that advocacy groups crafted? How was the battle to get an effective resolution accomplished? I interviewed advocacy groups and a congressional staffer and analyzed various primary and secondary sources in order to gain historical context. This case study will provide the reader deeper understanding about the complexity of the broken immigration system in the United States that has been ongoing for many years. I will also discuss the Constitutional debate on prosecutorial discretion that continues to raise the alarm on many issues that complicate the process. Additionally, this study will benefit other countries hoping to solve their immigration crisis and more importantly, it will bring awareness to the general public in the United States and help hold elected officials accountable when discussing the betterment of immigration issues. I found that Liberian activists, TPS and DED recipients were very influential in getting favorable legislation passed.

Backcountry Broadcasts is a multimedia project that aims to empower women in the great outdoors. This platform serves to inspire, encourage and appreciate women in the wilderness through photography, personal stories and more. Through our passion for the outdoors, we're incorporating our own female experience with the voices of others to bring light to the importance of gender inclusivity in the backcountry.

Inspired by John Rawls and his life's work Justice as Fairness, I sought to measure how much political empathy a person has and then compare this to decision-making styles in search of any relation between the two. Political empathy is a term to refer to one's willingness to utilize governmental policy to help those who are the neediest because of the understanding that humans deserve equal treatment since no one is more human than anyone else. Because of current research I found that I can test political empathy because of empathy’s correlation with political ideology; specifically, that those who are more liberal have more empathy. I test participant’s ideology in a normal setting and then present them with the concept of Rawls’ Original Position to see if they shift more one way when presented with this idea which is supposed to make them think more empathetically.<br/>I have two hypothesis that I cover: first, that more people will shift in a more liberal direction between the two tests, and second, that those who have more political empathy make political decisions based more on emotion rather than facts and reason. I tested decision-making through a myriad of tests within a focus group so I could get multiple angles at the issue. My first hypothesis was proven incorrect and while I didn’t have enough participants in my focus groups to make a clear determination, it didn’t look like there was any correlation between political ideology and decision-making styles.

Media Mentality is a media education resource website designed to aid students in early career development. This project was developed with a few goals in mind: improve accessibility, provide opportunity and inspire a new generation of the workforce. We wanted to level the playing field as students enter undergraduate programs with varying degrees of experience. We see this website as an opportunity for interested parties to continue the research and add to the wealth of knowledge in a student worker role. The hope is that students, particularly freshman and first-year transfer students will utilize the site, expand their horizons, learn about all the career opportunities available to them, and push the envelope when it comes to the curriculum taught at Arizona State University. Visit www.mediamentality.com

Americans today face an age of information overload. With the evolution of Media 3.0, the internet, and the rise of Media 3.5—i.e., social media—relatively new communication technologies present pressing challenges for the First Amendment in American society. Twentieth century law defined freedom of expression, but in an information-limited world. By contrast, the twenty-first century is seeing the emergence of a world that is overloaded with information, largely shaped by an “unintentional press”—social media. Americans today rely on just a small concentration of private technology powerhouses exercising both economic and social influence over American society. This raises questions about censorship, access, and misinformation. While the First Amendment protects speech from government censorship only, First Amendment ideology is largely ingrained across American culture, including on social media. Technological advances arguably have made entry into the marketplace of ideas—a fundamental First Amendment doctrine—more accessible, but also more problematic for the average American, increasing his/her potential exposure to misinformation. <br/><br/>This thesis uses political and judicial frameworks to evaluate modern misinformation trends, social media platforms and current misinformation efforts, against the background of two misinformation accelerants in 2020, the COVID-19 pandemic and U.S. presidential election. Throughout history, times of hardship and intense fear have contributed to the shaping of First Amendment jurisprudence. Thus, this thesis looks at how fear can intensify the spread of misinformation and influence free speech values. Extensive research was conducted to provide the historical context behind relevant modern literature. This thesis then concludes with three solutions to misinformation that are supported by critical American free speech theory.

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.