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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.
ContributorsKosednar, Andrew Steven (Author) / Eaton, Kathryn (Thesis director) / Brendza, Daniel (Committee member) / WPC Graduate Programs (Contributor) / School of Accountancy (Contributor) / Barrett, The Honors College (Contributor)
Created2016-12
Description
I am AZ is the beginning of a personal book project which explores six small town museums around the state of Arizona. They include: Cave Creek Museum (Cave Creek), Rim Country Museum (Payson), Navajo Country Historical Society (Holbrook), Superstition County Museum (Apache Junction), Bisbee Mining and Historical Museum (Bisbee), and The Powell Museum (Page). The document highlights these institutions as valuable assets to the community and state as they preserve the stories and artifacts pertaining to both state and local history. This document includes photos of the institutions, local history stories, and interviews with the directors from each of these museums. There are also descriptions of products that came as a result of this project including: postcards as a mode of relaying information about these places, a digital Arizona museum map to highlight the museums I did visit and keep a list of those I have yet to visit, and the accompanying pop-up exhibition that summarizes each place through photos and stories.
ContributorsSimpson, Jessica Mary (Author) / Sweeney, Gray (Thesis director) / Freeman, Stacey (Committee member) / Looser, Devoney (Committee member) / School of International Letters and Cultures (Contributor) / Department of English (Contributor) / School of Art (Contributor) / Barrett, The Honors College (Contributor)
Created2016-12
Description
This ethnography outlines the live storytelling culture in Phoenix, Arizona, and what each of its sub-cultures contributes to the city's community. Phoenix's live storytelling events incorporate elements of an ancient art form into contemporary entertainment and sophisticated platforms for community building. These events are described and delineated by stylistic, structural, and content-based differences into the following categories: open-mic, curated, scripted, non-scripted, micro-culture, and marginalized groups. Research presented in this report was collected by reviewing scholarly materials about the social power of storytelling, attending live storytelling events across all categories, and interviewing event organizers and storytellers. My research developed toward an auto-ethnographic direction when I joined the community of storytellers in Phoenix, shifting the thesis to assume a voice of solidarity with the community. This resulted in a research project framed primarily as an ethnography that also includes my initial, personal experiences as a storyteller. The thesis concludes with the art form's macro-influences on Phoenix's rapidly-expanding community.
ContributorsNorton, Maeve (Author) / Dombrowski, Rosemarie (Thesis director) / McAdams, Charity (Committee member) / School of International Letters and Cultures (Contributor) / Department of Information Systems (Contributor) / Barrett, The Honors College (Contributor)
Created2017-12
Description
Currently experiencing a demographic shift in the student population, the public school system has seen an influx of ELLs (English Language Learners) within the student population with the vast majority being speakers of Spanish, and the issue has arisen of how best to educate these students to acquire English as an additional language. Amongst the states with higher concentrations of ELLs, the state of Arizona once gave relatively free reign on the education of ELLs which subsequently resulted in wide disparities in qualities due to both lack of teacher preparation and funding, and this resulted in the 2000 case of Flores vs. Arizona which validated the claims that the state failed to provide adequate funding and resources to the education of ELLs. In accordance with the ruling, Arizona passed Proposition 203 which mandated that ELLs be taught solely in English, and this is reflective of restrictive language policy. Though implemented for a short time, this review discussed how restrictive language programs can be detrimental to student achievement, and proposed bilingual education as an alternative to spur student literacy and achievement. Evidenced by the case studies of France, Spain, and other states with the latter two shifting towards bilingual education, the review discussed the implications of France's apprehension to bilingual education and the others implementing it. Finding that bilingual education proved to be more the better choice of the two language programs with consideration of two-way immersion rather than one-way, the review also proposes a sample model that could be used in Arizona, and this is based upon models utilized in Spain and other states with evident benefits which are juxtaposed to France's prolonged use of language restriction.
ContributorsQuang, Jerry (Author) / Gehrke, Rebecca (Thesis director) / Barnett-Hart, Juliet (Committee member) / Division of Teacher Preparation (Contributor) / Barrett, The Honors College (Contributor)
Created2017-05
Description
Parenting magazines within the U.S. have long been a source of comfort and information for parents. As evidenced by subscription numbers in the millions, parents’ desire for ‘expert’ advice on all aspects of child rearing make them prime consumers for the magazine industry. One study found that when parents seek advice, parenting magazines were second only to friends as a resource, and were consulted more often than professional resources such as doctors or health organizations (Koepke & Williams, 1989). Ultimately, the images and concepts parents retain from their exposure to parenting magazines are conveyed (explicitly or implicitly) to their children. At its very core, gender scripts serve as an institutionalized form of social control, or as Bem believes, “a basic organizing principle for every human culture” (1981). Further, researchers have elaborated, “gender inequalities and sex stereotypes hurt the majority of individuals by limiting their range of experiences, and thus their growth” (Spees & Zimmerman, 2002). This provides an absolute disservice to individuals and to our communities two fold, as gendered messages in parenting magazines can shape (or indeed limit) the experiences and perceptions of both parents and their children. The intention of this study is to examine the ways in which editorial content in Parents magazine has the potential to influence parents’ perception of gender in relation to their children and child rearing practices. It also seeks to explore how these gender messages have changed over the last ten years, as well as what these messages may be communicating to parents about their children. I aim to frame this discussion within a condensed review of literature that supports the importance and influence of parenting magazines in recent history. I will also consider how early on children display an understanding of gender and a few of the many ways gender typing may affect them in childhood and beyond. In this thesis, I approach this issue through the theory of socialization, in which I argue the magazine’s gender messages are communicated to parents, who then convey these messages to their children during childhood. However, this study acknowledges the importance of observing an issue from multiple standpoints and I believe that further research on this topic should be done from both a socialization and a social construction viewpoint. I will then critically analyze, through a feminist theoretical framework, gender implications found among the images and some of the accompanying text in Parents magazine in 2002 and 2012. Through this thesis, I argue that Parents magazine, through its editorial content, provides some unique spaces in which gender equality can be furthered, while it has also become more stereotyped and restricted within other areas in the last ten years.
ContributorsSheldon, Jessica (Author) / Scheiner, Georganne (Thesis director) / McGibbney, Michelle (Committee member) / Katsulis, Yasmina (Committee member) / Barrett, The Honors College (Contributor) / College of Liberal Arts and Sciences (Contributor)
Created2012-12
Description
“Recite (read)! In the name of your lord who has created all that exists” (1:96 Qur‟an). “Iqra” was the first word revealed to the Prophet of Islam (PBUH). The word “iqra” is an imperative verb in Arabic, and in the context of the verse it is commanding the Prophet (PBUH) to recite. This fact carries great significance as it was the first command given to the Muslims (Ibn Kathir). Muslims believe the Qur'an is in its original form and language, Arabic. Arabic is considered to be in inexhaustible language due to its vast vocabulary and root-based origin (Humza Yusuf). Each root is typically based on three letters, which are conjugated in different ways to creating individual words. Any word in the Qur'an can be traced back to a root word, thus enhancing the meaning of each carefully chosen phrase (Ibn Kathir). The word “al-Qur'an”, means, the book that is recited, therefore, it is fitting that the first verse revealed pertains to its recital. According to history the majority of civilizations were built off scripture or books. The Greeks had Homer, the Egyptians had hieroglyphics, the Christians had the Bible, and the Hebrews had the Torah. Interestingly enough, the Pre-Islamic Arabs were an ancient civilization with no book; the Qur'an was the first book in Arabic history. This was earthshattering for the Arabs of the time, as it was something new and went against the tradition, however, the revelation of the Qur'an proved to be the most influential occurrence in the Arab history. The Qur'an is a literary masterpiece, flaunting its superior style forming moving and powerful verses. The layout of the Qur'an is quite simple, as it contains thirty parts, called ajzaa (juz singular), which altogether make up 114 chapters, called surahs (Humza Yusuf). The beginning surahs are longer, and the verses are lengthy, while the latter surahs are much shorter and the verses are succinct and direct (Qur'an al Kareem). Each verse is known as an “ayah, ayaat (pl)” directly translated to mean a “sign” or a “miracle” in the Arabic language. There are over 6,600 ayaat in the Qur'an, ranging from some just one or two words, while others are hundreds of words. Each surah, has a general theme, and each surah is given at least one title, while a few surahs have more than one title (Humza Yusuf).
ContributorsShakoor, Momin (Author) / Ali, Souad T. (Thesis director) / Gallab, Abdullahi (Committee member) / Risha, Sarah (Committee member) / Barrett, The Honors College (Contributor) / College of Liberal Arts and Sciences (Contributor)
Created2012-12
Description
Freewheelin': The American Counterculture in Museums is the first study to explore American museums that collect artifacts from the counterculture era at length. Examining institutions whose specialized collections and histories represent the recent, dynamic social movements of the mid-twentieth century begets particular institutional challenges and extraordinary opportunities; both factors causing the evolution of some American history museums into premier social history centers. I have focused on four institutions for research: the Beat Museum, the GLBT History Museum, the Rock and Roll Hall of Fame, and the Museum of Sex. The analysis of each organization contains a brief account of the history they strive to preserve, a case study of their professional operations, and objective recommendations. Ultimately through researching the four selected institutions and museum studies at large, it was determined that certain collective features are propelling a paradigm shift in modern American history museums.
ContributorsSenjamin, Willow (Author) / Fahlman, Betsy (Thesis director) / Codell, Julie (Committee member) / Susser, Deborah (Committee member) / Barrett, The Honors College (Contributor) / Herberger Institute for Design and the Arts (Contributor)
Created2012-12
Description
The aim of this study is to understand the affects of grip strength and manual dexterity in activities of daily living (ADL) in persons with Down syndrome (DS). This is important because it could help with future interventions that are focused around improving related disadvantages in this particular population. Ten participants with DS performed the manual dexterity tests (i.e., Purdue Pegboard) and measured their grip strength with a hydraulic dynamometer. Overall, grip strength was lower than the average for the typical population and was reduced after aeorbic exercise. Improvements, however, were found in their manual dexterity from pre-test to post-test. This indicates that the assisted moderate intensity exercise intervention helped their dexterity performance. The improvements in dexterity are consistent with previous research conducted by Ringenbach et al. (2007). These results suggest that a moderate intensity treadmill walking exercise intervention can increase precision and efficiency in dexterity in persons with Down syndrome, however their grip force production may be stimulated by another means.
ContributorsSemper, Logan (Author) / Ringenbach, Shannon (Thesis director) / Kulinna, Pamela (Committee member) / Barrett, The Honors College (Contributor) / School of Nutrition and Health Promotion (Contributor)
Created2012-12
Description
Stand-up comedy, as a performance art, has a dearth of serious academic literature and exposition. In this paper, I set out to analyze comedy at the edge, what I refer to as abject comedy. I draw on the major performers in this vein of performance to analyze the effects of their material. Also, I use my more than three years experience in the stand-up world to take a sincere look at the power and effectiveness of this brand of comedy. The abject comedian addresses the personally political narrative of self-discovery, social inequality, and performative boundaries to absolve herself of the existing circumstances she perceives as deplorable and unfounded. I show that abject stand-up exhibits realistic performative change in not only the audience and performer, but in society as a whole. Lastly, I seek out my own motivations for performing stand-up comedy and address my personal relationship with humor and audience interaction, finding that I aim to discover truth, establish uncertainty, and test the limits of social boundaries. At the very least, I aim to make the audience question, to make them think. I do not expect my material to always have my personal intended affect on the audience, but making an affect, sparking a question, challenging the individual's accepted conceptual boundaries, these are my reasons for approaching the stage. Baring my self through a microphone on a well lit stage in a dark room for a group of strangers whose acceptance or denial elevates or remands my spirit; this is my pursuit. This is why I tell jokes
ContributorsRollingher, Daniel (Author) / Fahs, Breanne (Thesis director) / Botham, Thad (Committee member) / Vicich, Tony (Committee member) / Barrett, The Honors College (Contributor) / W. P. Carey School of Business (Contributor)
Created2012-12
Description
Previous research has yielded an equivocal answer as to whether speaking aloud while performing intelligence tasks improves, impairs, or has no effect on performance. Some studies show that it impairs performance while others show it aids performance. In the studies in which speaking aloud has been shown to help, only children and older adults benefitted. The present study investigated whether college-aged students benefit from speaking aloud while performing a fluid intelligence test. Subjects performed a battery of working memory and intelligence tasks silently. Once they had completed each task, the participants took them again, though this time they spoke aloud while completing the tests. Results showed that subjects did insignificantly worse on the working memory tests when speaking aloud. However, subjects performed significantly better on the measures of fluid intelligence while speaking aloud as opposed to doing them silently. At an individual differences level, low working memory capacity participants benefited more from speaking aloud than the high working memory ones. Finally, we found a positive correlation between working memory scores and fluid intelligence scores, offering further evidence that the two constructs are related, yet different.
ContributorsRice, Z. Douglas (Author) / Brewer, Gene (Thesis director) / Duch, Carsten (Committee member) / Ball, Hunter (Committee member) / Barrett, The Honors College (Contributor) / College of Liberal Arts and Sciences (Contributor)
Created2012-12