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No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker 2018 University of North Dakota

No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker

Librarian Publications

The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that boost morale and foster not only compliance, but initiative-taking and innovation. The CSP became a widely adopted part of campus-wide assessment, beyond the libraries. Subsequent presentations at conferences led to multiple requests and implementation at other libraries.


Project Renew Worcester, Danni Yue, Amy Zhang, Jing Han, Omid Ashrafi, Yiming Xu 2018 Clark University

Project Renew Worcester, Danni Yue, Amy Zhang, Jing Han, Omid Ashrafi, Yiming Xu

School of Professional Studies

n The client for this capstone project is RENEW Worcester which is a fledgling solar power project whose main goals are to bring renewable energy in the form of solar power into local, primarily low-income communities and are committed to the mission of making the transition off of fossil fuels to clean, renewable power. Based in Worcester, Massachusetts, they are a local chapter of Co-op Power which is a consumer-owned sustainable energy cooperative (co-op) made up of numerous different local chapters all over the New England area as well as the state of New York. The problem that we will ...


Be More: Buffering Against Gender Stereotypes By Building Self-Efficacy Beliefs, Erica Mohr 2018 University of Pennsylvania

Be More: Buffering Against Gender Stereotypes By Building Self-Efficacy Beliefs, Erica Mohr

Master of Applied Positive Psychology (MAPP) Capstone Projects

Research shows that organizations perform better when women are represented on senior leadership teams. Yet women are not rising to the highest ranks of leadership at equivalent rates as men. Gender stereotypes negatively influence women’s self-efficacy, the internal beliefs of what they are capable of. Women hold themselves back when they respond to these low self-efficacy beliefs, by not aspiring, not applying, not asking, and not acting. This paper explores current leadership gap data and the consequences of the disparity between men and women in leadership roles. Next, the paper describes how stereotypes can create the underlying problem: limiting ...


Employee Perceptions Of Well-Being Programs, Alice V. Edwards, Susan Marcus 2018 Walden University

Employee Perceptions Of Well-Being Programs, Alice V. Edwards, Susan Marcus

Journal of Social, Behavioral, and Health Sciences

Measuring the effectiveness of well-being programs in the workplace is important for optimizing the return on investment and selection of programs that meet organizational objectives. A pilot study was performed to assess employee well-being using the Happiness Mini-Survey and a one-sample pre–post study design intended to quickly allow employees to subjectively rate their well-being before and after participating in various classes as part of a well-being program. The findings demonstrated statistical significance in employee subjective ratings; they reported feeling better emotionally, physically, and mentally after participating in the classes. The employees’ self-rating for stress level also had statistically significant ...


How Might Servant Leadership Principles Impact Employee Turnover At A Solid Waste Management Firm?, Clifton Thacker 2018 Liberty University

How Might Servant Leadership Principles Impact Employee Turnover At A Solid Waste Management Firm?, Clifton Thacker

Doctoral Dissertations and Projects

This study analyzed the impact servant leadership had on employee turnover at an SWM firm. Many authors were reviewed with literature pertaining to leadership, servant leadership, and SWM. Multiple interviews were conducted with current personnel at an SWM firm that utilizes servant leadership in order to gain a better understanding of the experiences of these employees. The results of the study indicate that servant leadership has a profoundly positive impact on employee satisfaction and, consequently, decreased turnover. The researcher developed many themes based on data analysis, which included culture, accountability, support, and commitment.


Reflective Practice Series: Selected Instructional Models Using Synchronous Video Conferencing Software, Martin W. Sivula 2018 Johnson & Wales University - Providence

Reflective Practice Series: Selected Instructional Models Using Synchronous Video Conferencing Software, Martin W. Sivula

MBA Faculty Conference Papers & Journal Articles

With the vast array of resources available to instructors, one would think that instruction and teaching would yield success for all learners. Now, well into the 21st century has much changed in the classroom? Certainly, movable desks and chairs, advanced audio and visual equipment, and a plethora of all types of technologies which might be able to enhance training and education. Over the last several decades research on individualized instruction, cognitive science, educational psychology, and multimedia instruction (to name a few) have permeated the literature on instruction. With all the research and the vast array of studies on improving ...


Work Namaste: The Importance Of Mattering At Work, And How A Leader Can Create An Environment Where Employees Feel They And Their Work Matter, Rebecca J. Lamperski 2018 University of Pennsylvania

Work Namaste: The Importance Of Mattering At Work, And How A Leader Can Create An Environment Where Employees Feel They And Their Work Matter, Rebecca J. Lamperski

Master of Applied Positive Psychology (MAPP) Capstone Projects

The concept of mattering is an underdeveloped, yet important component of an employee’s success in the workplace, and personal well-being. Deficit-based leadership strategies employed by many organizations can break-down the ability for an employee to feel that they and their work matter, however, the focus by leaders on mattering can lead employees to feel: my leader is invested in my success, I am noticed, I am cared about, I am depended upon, I would be missed if I were not here, my leader is interested in what I say and do, I am appreciated, and I am noticed for ...


The Spiritual Business: Breathing Life Into The Body, Mind, And Spirit Of Organizations, Henry C. Richardson 2018 University of Pennsylvania

The Spiritual Business: Breathing Life Into The Body, Mind, And Spirit Of Organizations, Henry C. Richardson

Master of Applied Positive Psychology (MAPP) Capstone Projects

Spirituality and business are generally thought to be in opposition. Spirituality is considered private, sacred, unbounded, and religious in nature. Business, on the other hand, is thought to be practical, contained, and at times cut-throat. However, spiritual practices like yoga and meditation have shown positive benefits for employees and organizations. In this paper, I will be defining “the spiritual business” and utilizing the definition of spirituality to give insight into how businesses may overlap management and leadership training with spiritual principles. Spirituality, coming from the Latin word spiritus, is defined as that which breathes life into living systems. In this ...


Career Coaching: A Study Of Veterans Health Administration (Vha) Leaders', Jerelyn Dugas 2018 Brandman University

Career Coaching: A Study Of Veterans Health Administration (Vha) Leaders', Jerelyn Dugas

Dissertations

Purpose: The purpose of this qualitative multiple case study was to explore and describe the impact of career coaching on the career performance growth and retention as perceived by healthcare’s emerging leaders who participated in selected coaching program institutes for a minimum of 1 year at VHA hospitals in Southern California.

Methodology: The researcher selected a qualitative multiple case study to explore and describe VHA leaders’ perceived impact of coaching on their career performance growth and retention. Further, the researcher conducted semi-structured, interviews with 15 participants to gain a better understanding of the lived experiences of the participants at ...


The Power Of Happiness, Sarah R. Romney 2018 Brigham Young University

The Power Of Happiness, Sarah R. Romney

Marriott Student Review

This article synthesizes research and psychological principles to explain the impact that one’s attitude can have oneself and others. A positive attitude is contagious and can help one perform better, be more motivated, and earn a higher wage. It can also increase team performance and help others be happy to receive the same benefits. By focusing on their expressions and attitude, people can greatly impact the organizations they are a part of.


Marriott Student Review Volume 2 Issue 2: A Bright Future, Marianna Richardson 2018 Brigham Young University

Marriott Student Review Volume 2 Issue 2: A Bright Future, Marianna Richardson

Marriott Student Review

In business, opportunities are often determined by passion, drive, and persuasion in delivering a brilliant vision for future opportunities. In this issue of Marriott Student Review, we explore the bright future of the business world. Each article focuses on some aspect of business and the exciting possibilities that lay ahead.


The Influence Of An Electronic Attendance Monitoring System On Undergraduate Academic Success, Charles Childress 2018 The University of Southern Mississippi

The Influence Of An Electronic Attendance Monitoring System On Undergraduate Academic Success, Charles Childress

Dissertations

Investing in human capital development increases education levels, workplace skills, and boost individual abilities. Undergraduate students who attend class and perform well are more likely to get jobs, due to their development of workplace skills. State governments, as the funding bodies for public universities, are finding it beneficial to increase the number of college graduates because a citizenry that is prepared for the job market is ultimately good for the state. States recognize that an increase in education can produce job opportunities for citizens. University administrators can employ tactics to increase graduation rates, one of which is monitoring students’ class ...


Talent Management Strategy As A Catalyst At Singapore Management University (Smu) Libraries, Gulcin CRIBB, Rajendra MUNOO 2018 Singapore Management University

Talent Management Strategy As A Catalyst At Singapore Management University (Smu) Libraries, Gulcin Cribb, Rajendra Munoo

Research Collection Library

With almost no natural resources, Singapore’s knowledge-based economy is dependent on its talent. The government has been advocating the critical importance of on-going upskilling of its citizens to become a smart nation in an increasingly Volatile, Uncertain, Complex and Ambiguous (VUCA) world. Its recent SkillsFuture agenda was launched in 2016 to provide Singaporeans with the opportunities to develop their fullest potential throughout life. Universities are expected to support this initiative and provide industry specific education to build a competitive workforce that is based on a tripartite collaboration between government, industry and universities. Singapore Management University (SMU) too, has responded ...


A Content Analysis Of Section 1983 Litigation Against Reserve Police Officers, Michael Broadus 2018 The University of Southern Mississippi

A Content Analysis Of Section 1983 Litigation Against Reserve Police Officers, Michael Broadus

Master's Theses

Police studies have well developed a demonstrative framework for detailing risks which generate financially-detrimental civil litigation – particularly regarding 42 U.S.C. §1983. Conversely, though, police studies have given little attention to the often-used but differentially-trained reserve police officer. Primarily replicating the methodologies of Kappeler, Kappeler, and del Carmen (1993) and Ross (2000), this descriptive study sought to fill this void via a manifest content approach to purposively select a sample of Section 1983 cases decided by U.S. District Courts over a 16-year period (2001-2016) to determine: (1) if significant liability was generated by reserve officers, (2) the main ...


Risk Management In Telemedicine Projects In Healthcare, Shalini Sakinala 2018 Harrisburg University of Science and Technology

Risk Management In Telemedicine Projects In Healthcare, Shalini Sakinala

Dissertations and Theses

Telemedicine could fundamentally change health care in the United States by delivering treatments using telecommunications platform. The primary purpose of the proposed study is to identify the various risks involved in Telemedicine projects in healthcare, find out their causes and explore the ways in which the risks can be mitigated. This approach has been a striking evolution in the current healthcare sector. Telemedicine is hugely successful in the operations of the organization. Inspite of the huge success ratio, there are certain risks associated with Telemedicine which needs to be managed. The Literature review on Telemedicine was conducted in three core ...


Bim And Project Management In Aec Industry, Nazanin Kamyab 2018 Harrisburg University of Science and Technology

Bim And Project Management In Aec Industry, Nazanin Kamyab

Dissertations and Theses

Building Information Modeling has altered project managers’ role in architecture, Engineering and Construction (AEC) industry. In theory Building Information Modeling (BIM) has promised the project managers to enhance communication and collaboration aspect of managing their projects, thus increasing the efficiency and success rate of the AEC industry projects. However, in real world application, project managers had challenges and barriers with BIM implementation into their processes. This study intends to highlight the main characteristics of the BIM, its benefits, barriers and risk management capabilities to elaborate on why BIM adoption has been slower than anticipated. Based on quantitative data collection through ...


Applying The Agile Mechanism In The Clinical Trails Domain For Drug Development, Jitendrakumar Narola 2018 Harrisburg University of Science and Technology

Applying The Agile Mechanism In The Clinical Trails Domain For Drug Development, Jitendrakumar Narola

Dissertations and Theses

The current speed of economic growth has greatly affected the means of pharmaceutical organizational operations in the establishment of clinical trials. Pharmaceutical organizations are looking for ways to increase customer experience and reduce costs of production in the process. The customer experiences can be increased by creating a forum for active participation during the processes of the establishment. Equally, the costs of production and conducting research study can be ensured through the reduction of reworking chances. Through the creation of this experience, the effectiveness of the clinical trials needs to be properly created. Traditionally, organizations used waterfall methodology in the ...


Internet Of Things (Iot) And Changing Face Of Project Management, Vikram Singh Prasher 2018 Harrisburg University of Science and Technology

Internet Of Things (Iot) And Changing Face Of Project Management, Vikram Singh Prasher

Dissertations and Theses

Internet of Things (IoT) or Industrial Internet is a modern day catchword, which over the past few years has tremendously impacted numerous aspects of almost-all the advanced technology fields. IoT framework envisions transforming the everyday objects into intelligent systems, while working under a common infrastructure and by connecting the global network of devices and machines over the internet. Based on many underlying interdisciplinary ecosystems, like sensor network, embedded systems, big data platforms, cloud computing and service-oriented architecture; IoT projects are non-traditional in many ways. Such projects involve research and development phase, more technical work, are lengthy, require advanced skill sets ...


Soft Skills Influence In Project Managers In The Cloud Space, KATHERINE SILVA 2018 Harrisburg University of Science and Technology

Soft Skills Influence In Project Managers In The Cloud Space, Katherine Silva

Dissertations and Theses

In technology companies, Project Managers (PM) are being required to develop a set of soft skills, in addition to their technical expertise, in order to positively influence project’s outcomes and succeed in their professional careers. New technologies known as “Cloud”, “Cloud computing”, and “Cloud technology” are being adopted by companies to organize their projects with top technology, and their people with the skills required to work with them. The present work examines academic research and available literature associated to the soft skills related to project management and project managers in the Cloud space in order to identify the top ...


Study On Recovery Of Bad Social Media Reviews In The Hospitality Industry Using Project Management Principles, FRANCK LEGRAND 2018 Harrisburg University of Science and Technology

Study On Recovery Of Bad Social Media Reviews In The Hospitality Industry Using Project Management Principles, Franck Legrand

Dissertations and Theses

This research is about hotel guest recovery on social media. Whenever a guest has a bad experience during their stay, they share their opinion on social media. Negative reviews can damage hotel’s performance. This research seeks to gather information on the expectations of guest based on their personal experiences. Answering guests’ complaints on social media is a difficult task, as it requires an understanding of each guest personality traits. This thesis develops a methodology in order to understand the personality of guests, provide a clear response to answer the guests feedback on social media, help hotel managers to regain ...


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