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Business Administration, Management, and Operations

John Griffith

Selected Works

Articles 1 - 7 of 7

Full-Text Articles in Business

A Tale Of Two Airlines: A Comparative Case Study Of High-Road Versus Low-Road Strategies In Customer Service And Reputation Management, Donna L. Roberts Ph.D., John C. Griffith Ph.D. Sep 2018

A Tale Of Two Airlines: A Comparative Case Study Of High-Road Versus Low-Road Strategies In Customer Service And Reputation Management, Donna L. Roberts Ph.D., John C. Griffith Ph.D.

John Griffith

Does customer service - good or bad - really matter? Customer surveys from Ryanair and Southwest Airline passengers were examined to determine their perceptions on customer service for the period of 2012-2013.  Southwest Airlines (n=149) was rated significantly higher than Ryanair (n=165) in overall rating (p=.0228), seat comfort (p<.0001), cabin/staff service (p<.0001), and value (p=.0004).  Additionally, passengers would recommend Southwest Airlines at a higher rate than Ryanair (p=.0006). Open area comments emphasized that customer service and policies had a large impact on the ratings.  Specifically, 53% of Ryanair customers complained about inefficient or unwelcome processes and discourteous or unfriendly service compared …

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A Meta-Analysis Of Crew Resource Management/Incident Command Systems Implementation Studies In The Fire And Emergency Services, John C. Griffith, Donna L. Roberts, Ronald T. Wakeham Ph.D. Jan 2016

A Meta-Analysis Of Crew Resource Management/Incident Command Systems Implementation Studies In The Fire And Emergency Services, John C. Griffith, Donna L. Roberts, Ronald T. Wakeham Ph.D.

John Griffith

This research is a meta-analysis of studies on Crew Resource Management (CRM)/Incident Command System implementation in the fire and emergency services. After a thorough literature review, four sets of results were analyzed to determine if CRM training was effective. An aggregate total of 283 test scores were evaluated. The data indicated that CRM training was effective in all studies analyzed. Fixed and random effects models indicated significance as well. The studies had a high degree of heterogeneity probably due to different training and testing procedures used. The data support the use of CRM training in the fire and emergency services. …

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Does The Fire Station Have A Glass Ceiling? Perceptions Of Female Firefighters, John Griffith, James Schultz, Ronald Wakeham, Marian Schultz Aug 2015

Does The Fire Station Have A Glass Ceiling? Perceptions Of Female Firefighters, John Griffith, James Schultz, Ronald Wakeham, Marian Schultz

John Griffith

This research examined perceptions of 338 female firefighters in the United States. Specifically, respondents answered questions on if they would pursue a career in the fire service again, if they would advise a daughter or family member to join and if they were treated as equals by male firefighters. Additionally, female firefighters were asked if they achieved more acceptance from males based on length of time on the job and if physical requirements unnecessarily limited female firefighters. A significant majority of female firefighters indicated that they enjoyed their careers, would advise a daughter or family member to join and that …

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Preferred Learning Mode, Instructor Competence And Tuition Reimbursement: What Our Faculty And Students Are Telling Us, John C. Griffith, Rita Herron Jun 2015

Preferred Learning Mode, Instructor Competence And Tuition Reimbursement: What Our Faculty And Students Are Telling Us, John C. Griffith, Rita Herron

John Griffith

This research examined comments in open response areas from 228 faculty and 659 student surveys regarding learning mode preference (classroom, online, video synchronous) instructor competence with technology and the impact of tuition reimbursement on student choice of learning mode. Most faculty and students viewed traditional classroom as the best option for quality interaction and learning. EagleVision Home (synchronous video learning) courses were noted for increased social presence and online courses were viewed as the most flexible option to take a class. Faculty and students emphasized the need for interaction in distance learning environments. Members of both groups highlighted technical issues …

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A Prototype Model Of A Group Home Personnel Policy (Expanded Master's Degree Thesis, An Ache Fellow Project), John C. Griffith Oct 1998

A Prototype Model Of A Group Home Personnel Policy (Expanded Master's Degree Thesis, An Ache Fellow Project), John C. Griffith

John Griffith

The problem examined in this project centered on developing a transferable methodology for the creation and implementation of personnel policies in organizations whose polices are inadequate or do not exist. Many grass-root organizations do not have effective personnel policies that encourage employees to enhance organizational performance. Yet, grass root organizations, such as “group homes” for the mentally and physically disabled, provide very effective care and habilitation to residents at a fraction of the cost of large state run facilities. Such was the situation with a group home system that I had the privilege of working with. The care of the …

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An Effective Investment: Teaching Study Skills To Usaf Allied Health Professionals Prior To Extended Training, John C. Griffith Sep 1998

An Effective Investment: Teaching Study Skills To Usaf Allied Health Professionals Prior To Extended Training, John C. Griffith

John Griffith

In the school of Aerospace Medicine, the average cost to train one student in the three month Aeromedical Apprentice course in 1998 was $12,500. In this course, students are trained to become medical technicians who are able to effectively support Air Force Flight Surgeons in emergency situations. Students who failed the course of study were eliminated from the program at a cost of thousands of taxpayer dollars with no realized gain by the government or the student. A recent study examined the effects of a study skills training intervention course on U.S. Air Force Aeromedical Apprentices with five main purposes. …

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The Effect Of Study Skills Training Intervention On United States Air Force Aeromedical Apprentices, John C. Griffith Jul 1998

The Effect Of Study Skills Training Intervention On United States Air Force Aeromedical Apprentices, John C. Griffith

John Griffith

The study examined the effects of a study skills training intervention course on U.S. Air Force Aeromedical Apprentices with five main purposes. The first was to examine the relationship between study skills training and the number of times students required academic interventions outside normal class time. The second purpose was to examine the relationship between study skills training and end of course averages. The third was to determine the relationship between study skills training and the amount of additional instruction, measured in time, students required. The fourth purpose examined the relationship between study skills training and graduation rates. The final …

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