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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 ...


Practical Management Or Practical Magic: A Conversation With Julene Jones And Nyama Reed, Julene L. Jones 2018 University of Kentucky

Practical Management Or Practical Magic: A Conversation With Julene Jones And Nyama Reed, Julene L. Jones

Library Presentations

Presentation and discussion on the topic of difficult conversations between supervisors and those they supervise.


Exploring Churn And Alignment Between Retention And Occupational Culture As Perceived By Professional Truck Drivers, Catherine M. Cole 2018 The University of Southern Mississippi

Exploring Churn And Alignment Between Retention And Occupational Culture As Perceived By Professional Truck Drivers, Catherine M. Cole

Dissertations

Despite advances in logistics software and increased driver pay, the trucking industry continues a historic wave of human capital risks in the form of driver turnover and driver shortages. Previous efforts to understand the phenomenon of driver turnover rely heavily on supply chain, transportation, and logistics based disciplines. The current study provides a human capital ontology towards understanding professional truck driver perceptions. Within the interpretive framework of pragmatism, the study applied a simultaneous ethnographic and phenomenological research design to explore the phenomenon of churn and professional truck driver perceptions of environmental alignment between trucking industry retention strategies and the occupational ...


An Exploration Of Barriers To Integration Of Strategic Human Resource Development In The United States Fire Service: An Interpretative Phenomenological Analysis Of Chief Officers' Perceptions, Jon D. Musgrave 2018 University of Texas at Tyler

An Exploration Of Barriers To Integration Of Strategic Human Resource Development In The United States Fire Service: An Interpretative Phenomenological Analysis Of Chief Officers' Perceptions, Jon D. Musgrave

Human Resource Development Theses and Dissertations

Trends in the current human resource development (HRD) literature emphasize the role that integration of strategic human resource development (SHRD) practices has on organizational effectiveness (Garavan, 1991; Garavan, 2007; Gilley & Gilley, 2003; Gilley & Maycunich, 2000; Ruona & Gilley, 2009; Wright, 2007). The United States Fire Service currently views human resource development as a management practice to be utilized by the chief officer to address vocational or technical skills (Stowell, 2004). This interpretative phenomenological analysis (IPA) qualitative study explored the beliefs, attitudes, and perceptions of chief officers in the United States Fire Service to further understanding of barriers to integration of strategic human resource development practices and the ...


A Case Study Of Congregational And Search Committee Desired Leadership Qualities In A Senior Pastor, David Fowler 2018 University of Texas at Tyler

A Case Study Of Congregational And Search Committee Desired Leadership Qualities In A Senior Pastor, David Fowler

Human Resource Development Theses and Dissertations

The purpose of this case study that utilized an inductive qualitative research approach was to uncover desired leadership qualities in a senior pastor. Membership numbers are dwindling for religious organizations as the landscape of the United States becomes more secular. Studies reveal that negative issues with ineffective leadership within these organizations impact congregational health and membership decline. Within the context of leadership’s futility, studies need to be conducted to identify qualifiers of effective leadership in religious organizations, as a lack of research has been conducted concerning religious organizational leaders. Specifically, churches in the Southern Baptist Convention, a conservative conglomerate ...


Examining The Mediating Influence Of Occupational Self-Efficacy And Perceived Organizational Support On The Relationship Between Perceived Managerial Coaching Behaviors And Employee Engagement Among Higher Education Enrollment Management Professionals, William S. Carrell 2018 University of Texas at Tyler

Examining The Mediating Influence Of Occupational Self-Efficacy And Perceived Organizational Support On The Relationship Between Perceived Managerial Coaching Behaviors And Employee Engagement Among Higher Education Enrollment Management Professionals, William S. Carrell

Human Resource Development Theses and Dissertations

The U.S. higher education environment is characterized by significant governmental/regulatory scrutiny, increasing competition, decreasing State funding, and demands for professionals to do more with less. In this environment, managers are increasingly expected to take on functions typically associated with traditional human resource roles, in particular the training, development, and retention of employees, often with limited or no access to formalized training resources.

This study predicted that a relationship exists between the perceived managerial coaching behaviors enacted by a direct supervisor and employee engagement among manager-level employees in strategic enrollment management divisions within higher education institutions. The hypotheses predicted ...


The Influence Of Emotional Intelligence And Personality Traits On Effective Leadership, Joy N. Cooper 2018 University of Texas at Tyler

The Influence Of Emotional Intelligence And Personality Traits On Effective Leadership, Joy N. Cooper

Human Resource Development Theses and Dissertations

Ineffective leadership contributes to the majority of organizational problems and business failures. The negative effects of poor leadership in the health services arena is a prominent issue in today’s health services workforce, and is exacerbated by the challenges posed by the Affordable Healthcare Act of 2012. This study investigates the effects of emotional intelligence (EI) and personality traits (the Big Five), two variables commonly linked to effective leadership, within the context of healthcare.

This study examined the influence of EI and the Big Five personality traits on leadership effectiveness within a healthcare institution. The study assumed EI and the ...


A Strategic Approach To Employee Retention At Nebraska Families Collaborative, Rachel Walters 2018 University of Nebraska Medical Center

A Strategic Approach To Employee Retention At Nebraska Families Collaborative, Rachel Walters

Service Learning/Capstone Experience

Nebraska Families Collaborative (NFC) is a nonprofit organization that supports children and families who are at risk, in eastern Nebraska. They offer a variety of services with the goal of moving children toward safety, permanency and well-being. Organizations such as NFC rely heavily on the commitment of the employees to carry out their mission, as do many other non-profit social service agencies across the country. The overall goal of the project was to identify reasons for high turnover and to identify potential solutions to reduce turnover and increase retention in the workplace at NFC. The main objectives were to analyze ...


The Economic Impact Of A Us Tech Talent Shortage On Midwest Companies, Raul Aguilera Ramirez 2018 University of Nebraska at Omaha

The Economic Impact Of A Us Tech Talent Shortage On Midwest Companies, Raul Aguilera Ramirez

Theses/Capstones/Creative Projects

This thesis examines the economic impact that a pervasive shortage of tech talent nationwide is having on various companies in the Midwest. Per the Mid-America Regional Council, four computer-related job openings existed for every unemployed person in the Midwest in 2015. In Nebraska alone, there were 2,318 open computing jobs, with only 438 computer science graduates in the state that year. By examining this contemporary issue, I explore both the extent to which companies in the Midwest are affected by the shortage and the common practices currently in place by Midwest companies to deal with the shortage. For the ...


Response Distortion On Personality Tests In Applicants: Comparing High-Stakes To Low-Stakes Medical Settings, Jeromy ANGLIM, Stefan BOZIC, Jonathon LITTLE, Filip LIEVENS 2018 Singapore Management University

Response Distortion On Personality Tests In Applicants: Comparing High-Stakes To Low-Stakes Medical Settings, Jeromy Anglim, Stefan Bozic, Jonathon Little, Filip Lievens

Research Collection Lee Kong Chian School Of Business

The current study examined the degree to which applicants applying for medical internships distort their responses to personality tests and assessed whether this response distortion led to reduced predictive validity. The applicant sample (n = 530) completed the NEO Personality Inventory whilst applying for one of 60 positions as first-year post-graduate medical interns. Predictive validity was assessed using university grades, averaged over the entire medical degree. Applicant responses for the Big Five (i.e., neuroticism, extraversion, openness, conscientiousness, and agreeableness) and 30 facets of personality were compared to a range of normative samples where personality was measured in standard research settings ...


Surprisingly Open Or Openly Surprised? That Is The Question; Using Surprise Experiences To Increase Openness To Experience And Tolerance Of Ambiguity, Anneke Veenendaal-de Kort 2018 State University of New York College at Buffalo - Buffalo State College

Surprisingly Open Or Openly Surprised? That Is The Question; Using Surprise Experiences To Increase Openness To Experience And Tolerance Of Ambiguity, Anneke Veenendaal-De Kort

Creative Studies Graduate Student Master's Projects

Using Surprise Experiences to Increase Openness to Experience and Tolerance of Ambiguity

In the fast-changing world in which we are currently living, we constantly come across situations and problems that we have not encountered before. An open mind and the ability to tolerate ambiguity are important skills in uncertain times. People who embrace the unpredictable can develop their resilience and flexibility. Surprisologists Luna and Renninger (2015) have discovered that a great way of dipping into unpredictability is through surprise. For my Master’s Project, I designed experiences that transform people’s openness and tolerance for ambiguity through surprise. This paper ...


The Impact Of Music On Task Performance At Work, Courtney Wilson 2018 University of Arkansas, Fayetteville

The Impact Of Music On Task Performance At Work, Courtney Wilson

Accounting Undergraduate Honors Theses

Music plays a big role in the daily life of an average person. Humans are almost constantly exposed to music in some form whether it is through commercials, movies, telephone music, or a variety of other sources. The centrality of music to life can be observed across cultures because music appeals to people’s “emotions and contributes to [an individual’s] ability to learn and remember information” (Brown and Brown, 1997, p. 349).

Music’s centrality to everyday life has inspired researchers to study the influence and impact that music has on individuals. Research that has been conducted over the ...


Assessing Nonprofit Ceo Compensation: Does The Media Provide A Fair Perspective?, Amanda Atchison 2018 University of Arkansas, Fayetteville

Assessing Nonprofit Ceo Compensation: Does The Media Provide A Fair Perspective?, Amanda Atchison

Finance Undergraduate Honors Theses

The media plays an active role in forming external stakeholders’ perception of business matters. When it comes to nonprofit business, the media is a source of information that, in theory, works to bridge the gap between external stakeholders’ unfamiliarity with nonprofit regulation and what is actually required of the nonprofit sector. This concept is especially present regarding the topic of nonprofit CEO compensation. The goal of this paper is to discuss how media addresses nonprofit CEO compensation and to determine whether or not the media fairly portrays the entire story by assessing current data along with trends in historical data ...


Employee Perceptions Of The Work Environment And Customer Perceptions Of Service Quality, Vikki Vijay Vaswani 2018 Cornell University School of Hotel Administration

Employee Perceptions Of The Work Environment And Customer Perceptions Of Service Quality, Vikki Vijay Vaswani

SHA Latin Honors Theses

While research has shown there is a significant relationship between strong human resource (HR) practices and enhanced firm performance (e.g., Tracey, 2014), there is much to be learned about the processes by which this relationship is established and sustained over time. In the hospitality industry, one of the most important indicators of firm performance is customer perceptions and reactions to their service experiences. And while there is some evidence which shows that employee perceptions are significantly related to customer perceptions (e.g., Schneider and Bowen, 1995; Schneider, White, and Paul, 1998), additional inquiry is needed to examine the specific ...


Extending Ab-1825 Training At Santa Clara Valley Water District, Heather Reiss 2018 San Jose State University

Extending Ab-1825 Training At Santa Clara Valley Water District, Heather Reiss

Master's Projects

In 2004 the California legislature passed AB-1825, Sexual Harassment Training and Education, Government Code 12950, which mandates that employers train all supervisors in the identification of sexual harassment, and ways to ensure that it does not occur in the workplace (Legislative Counsel, 2004). The Santa Clara Valley Water District (SCVWD) is a mission driven organization that is committed to providing excellent water services to the community. According to the Valley Water website (2018) “The mission of the District is to provide Silicon Valley with safe, clean water for a healthy life, environment, and economy” (Valley Water, 2018, web). As a ...


Do Emotionally Intelligent People Express Their Faith At Work? An Empirical Investigation, Catherine G. Shearer 2018 East Tennessee State University

Do Emotionally Intelligent People Express Their Faith At Work? An Empirical Investigation, Catherine G. Shearer

Undergraduate Honors Theses

The question posed is: “Do Emotionally Intelligent People Express Their Faith at Work?” This study will use self-reported measures of emotional intelligence (EQ), Faith at Work, and Religious Commitment to determine the degrees to which individuals who are members of the Johnson City Chamber of Commerce express a level of EQ as well as faith in the workplace. The current study will test each hypothesis to determine if there is a significant relationship between the four factors of EQ and faith in the Workplace. The four factors of EQ are: Self-Awareness, Self-Management, Social Awareness, and Relationship Management.


Effective Resource Utilization In Arkansas Public Schools, Ryan Sanders 2018 University of Arkansas, Fayetteville

Effective Resource Utilization In Arkansas Public Schools, Ryan Sanders

Industrial Engineering Undergraduate Honors Theses

Teacher pay in Arkansas public schools varies widely from district to district across the state. This pay discrepancy is driven by both the funds available to a district and by how these funds are allocated. There is a standard per student budget given to districts across the state, but this budget can be supplemented by additional property taxes collected on property within a district. This leaves districts with more highly valued property at an advantage. Districts are free to allocate their budget for teacher pay as they see fit, with constraints on number of students per teacher and minimum teacher ...


Canine For Disabled Kids Awareness Campaign Research And Implementation Plan, Jiamin Gu, Kendall Harcourt, Chang Liu, Kiamu Liu, Jemmie Tejada 2018 Clark University

Canine For Disabled Kids Awareness Campaign Research And Implementation Plan, Jiamin Gu, Kendall Harcourt, Chang Liu, Kiamu Liu, Jemmie Tejada

School of Professional Studies

According to the Americans with Disabilities Act (ADA) service animals are: “dogs that are individually trained to do work or perform tasks for people with disabilities” ( ADA, 2015). On the other hand, emotional support animals are: “dogs that provide comfort and support in forms of affection and companionship for an individual suffering from various mental and emotional conditions.” In addition, an emotional support animal is not required to perform any specific tasks for a disability like service dogs are (Ibid).

The ADA limits the number of questions that can be asked to protect the privacy of utilizers. In fact, the ...


A Guide For Hiring Mature Employees At Ascentria, Binghe Change, Calleigh Leach, Elsie Lu, Hongquiang You, Mengge Wang, Nina Mariotti 2018 Clark University

A Guide For Hiring Mature Employees At Ascentria, Binghe Change, Calleigh Leach, Elsie Lu, Hongquiang You, Mengge Wang, Nina Mariotti

School of Professional Studies

This paper will explore existing literature on aspects of an intergenerational workplace in a nonprofit organization and provide recommendations for recruiting and retaining older employees for a human service organization, Ascentria Care Alliance, in Worcester, MA. The paper will review research on trends in the nonprofit industry, a comprehensive breakdown of generational workplace values, reasons people are returning to work and effective marketing strategies that appeal to older generations. Marketing strategies specifically will explore best practices for website design, social media usage, and job descriptions. Additionally, this paper will research case studies of nonprofits with successful intergenerational workforce initiatives, as ...


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