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

Social and Behavioral Sciences Commons™

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

Selected Works

John Griffith

Articles 1 - 6 of 6

Full-Text Articles in Social and Behavioral Sciences

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. Dec 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

This research represents an in-depth comparative case study highlighting the differences in marketing strategies, and customer service models between American low-cost carrier Southwest Airlines and European low-cost carrier Ryanair.  Analysis focused on the differing brand personalities of the two airlines, particularly with regard to customer service and its relationship to customer satisfaction and overall corporate success from the early days of these organizations through 2013.  Southwest Airlines is a budget U.S. airline that prides itself on customer service. Its internal branding provides specific behaviors to ensure employee buy-in to its friendly culture. The focus on respect, concern and a caring …

Go to article

Sexual Harassment In The Fire And Emergency Services, John C. Griffith, Marian C. Schultz, James T. Schultz, Donna L. Roberts, Ronald T. Wakeham Mar 2016

Sexual Harassment In The Fire And Emergency Services, John C. Griffith, Marian C. Schultz, James T. Schultz, Donna L. Roberts, Ronald T. Wakeham

John Griffith

Discrimination and strained co-worker relationships based on gender, race or sexual orientation are forms of sexual harassment in the workplace.  This research was conducted in conjunction with the International Women in Fire and Emergency Services and examined firefighter perceptions with regard to sexual harassment and bullying. The web based survey was distributed through the National Fire Academy Training, Resources and Data Exchange Network, (TRADENET). Findings from 113 surveys indicated that most firefighters did not perceive bullying issues were pervasive in the fire service.  However, there were large differences in perception between female and male firefighters.  Significantly more female firefighters indicated …

Go to article

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. …

Go to article

Bullying At The Fire Station? Perceptions Based On Gender, Race And Sexual Orientation, John C. Griffith, Donna L. Roberts, Ronald T. Wakeham Oct 2015

Bullying At The Fire Station? Perceptions Based On Gender, Race And Sexual Orientation, John C. Griffith, Donna L. Roberts, Ronald T. Wakeham

John Griffith

Discrimination and strained co-worker relationships based on gender, race or sexual orientation are forms of bullying in the workplace. This research examines firefighter perceptions with regard to bullying as defined above. Survey questions were based on the National Report Card on Women and Firefighting study (Hulett, Bendick, Thomas & Miccio, 2008). The web-based survey was distributed through the National Fire Academy Training, Resources and Data Exchange Network, (TRADENET). Findings from 113 completed surveys indicated that most firefighters did not perceive bullying issues were pervasive in the fire service. However there were large differences in perception between female and male firefighters. …

Go to article

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 Jun 2015

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

John Griffith

The presentation will summarize a meta-analysis of studies on Crew Resource Management/Incident Command System implementation in the fire and emergency services. The need for using participative leadership tools such as CRM evolved from an NTSB recommendation that followed United Airlines Flight 173 crash in 1978. NASA, civilian and military aviation communities implemented Crew Resource Management (CRM) training to improve decisionmaking during flight operations. Maintenance Resource Management (MRM) was a variant of CRM and first appeared in a Federal Aviation Administration circular in 2000. CRM was adopted by the medical community in the 1990s, specifically in the surgical and nursing areas, …

Go to article

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 …

Go to article