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Open Access. Powered by Scholars. Published by Universities.®

Electronic Theses and Dissertations

2014

Educational Leadership

University

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Full-Text Articles in Education

Stakeholder Perceptions Of A University Response To Crisis, Katherine M. Kelley Aug 2014

Stakeholder Perceptions Of A University Response To Crisis, Katherine M. Kelley

Electronic Theses and Dissertations

The purpose of this study was to contribute to current theory-driven research in crisis communication by examining the perceptions of multiple stakeholder groups to a university crisis response strategy. Two main questions were examined in this dissertation. The first question attempted to determine if a significant difference existed between stakeholder groups and their perception of university reputation, responsibility for the crisis, and potential supportive behaviors toward the university following the university’s response to a crisis. The second asked if Coombs’s Situational Crisis Communication Theory is a practical application for universities.

The participants were from 4 stakeholder groups associated ...


Evaluating Faculty And Staff Customer Satisfaction Of A Technology Support Office In A Large University In Florida, Laurence Jaffe Jan 2014

Evaluating Faculty And Staff Customer Satisfaction Of A Technology Support Office In A Large University In Florida, Laurence Jaffe

Electronic Theses and Dissertations

This study sought to determine customer satisfaction levels of faculty and staff with their technology support office in a large university in Florida. The focus of research was to determine if there were any differences in customer satisfaction based on four demographics: gender, faculty versus staff, educational level and age. An anonymous customer satisfaction survey included 26 Likert-type scale questions measuring 16 service quality dimensions was administered to the population. The 16 service quality dimensions included 10 dimensions from Zeithaml et al. (1990), five dimensions from Besterfield et al. (1995, 2003), and one dimension, overall satisfaction. Findings showed there was ...