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Personal Tendencies And Traveler Preferences: A Study On Personality-Driven Travel Marketing, Evelyn Filleman Apr 2026

Personal Tendencies And Traveler Preferences: A Study On Personality-Driven Travel Marketing, Evelyn Filleman

Honors Theses

This study examines the influence of personality typing (as outlined by the International Personality Item Pool test structure) on travel decision-making as it relates to marketing matrix strategies. Understanding the relationship between personality type and travel is crucial, as individuals will have different need hierarchies and place decision-making factors on different levels of priority. This study uses the theoretical frameworks of Clifford Geertz and Michael Pacanowsky (Cultural Approach to Organizational Communication) and Judee Burgoon (Expectancy Violations Theory) to inform, direct, and explain the results of the completed research. A total of 261 participants were asked to take a survey outlining …


The Momentum Continues: 2026 Asma Conference Highlights, Marshall Magnusen Apr 2026

The Momentum Continues: 2026 Asma Conference Highlights, Marshall Magnusen

Journal of Applied Sport Management

The Journal of Applied Sport Management (JASM) is the official publication of the Applied Sport Management Association (ASMA), which is a scholarly organization that builds research partnerships between faculty and students. ASMA also facilitates connections between sport management faculty and students studying sport and practitioners working in the sport industry. In 2026, the annual conference was hosted by Temple University. Highlights from the annual conference include Dr. Robin Hardin from the University of Tennessee receiving the ASMA Distinguished Service and Mentorship Award and Drs. Corr, Petersen, and Stokowski becoming ASMA Research Fellows.


Linking Sport Simulation Games To Real-World Sport Consumption: The Role Of Passion And Sport Enjoyment, Jeeyoon Kim Apr 2026

Linking Sport Simulation Games To Real-World Sport Consumption: The Role Of Passion And Sport Enjoyment, Jeeyoon Kim

Journal of Applied Sport Management

This study examines the potential of utilizing sport simulation games in promoting real-world sport consumption. Drawing on diversification theory, we examine whether psychological experiences (arousal, belonging, achievement) in simulated sport play leads to sport enjoyment and subsequently increases sport consumption intentions (participating, spectating, media viewing); passion-type (harmonious vs. obsessive) is set as a boundary condition based on the dualistic model of passion. Using online survey data from 431 US/Canadian adults who regularly play sport simulation games, multi-group SEM was conducted. In harmonious group, arousal and belonging were positively linked to all three intention-types through sport enjoyment, supporting a positive relation …


All For The Good Of The Cause, Joci D. Hasson Apr 2026

All For The Good Of The Cause, Joci D. Hasson

Nonprofit and NGO Studies Student Projects

This capstone project investigates how mid-level employees perceive leadership management styles and how these approaches shape the nonprofit work environment. Employees in nonprofit organizations are often passionate about the mission. Good leaders use that passion to foster engagement and satisfaction. Toxic leadership, however, leaves employees less passionate and motivated. Existing literature suggests that this passion may be taken advantage of, leading to increased stress, burnout, and lowering workplace morale. Using both qualitative and quantitative data collected through surveys and interviews sent out to 250 Northern Illinois University alumni who are working in the nonprofit field. The findings reveal that leadership …


Product Variety And Asset Pricing, Florin Bidian, Carlos Nunez, Ajay Subramanian, Baozhang Yang Apr 2026

Product Variety And Asset Pricing, Florin Bidian, Carlos Nunez, Ajay Subramanian, Baozhang Yang

Business Faculty Articles and Research

We develop a general-equilibrium multi-industry model with endogenous product variety and study its implications for asset prices. We estimate the model with both the Generalized Method of Moments (GMM) and the Simulated Method of Moments (SMM) and show that the equity premium and risk-free rate are consistent with empirically reasonable risk aversions and discount factors. The market risk premium increases significantly with the interindustry product complementarity. The model also generates the additional novel predictions that the market risk premium increases with the intraindustry product substitutability, and that industries with more substitutable products have higher excess returns. We show support for …


Bill Brand Interview By Alex Morris, April 6, 2026, Bill Brand, Alexander Morris Apr 2026

Bill Brand Interview By Alex Morris, April 6, 2026, Bill Brand, Alexander Morris

HIST 4798/5798: Recording Memory: Methods and Uses of Oral History

In this 2026 interview, Bill Brand, a former corporate executive and, since 2023, a trustee on the Ohio University Foundation Board, discusses his lifelong connections to Ohio University (OU) and Athens, Ohio. An OU alum, Brand earned a Bachelor of Science from the Scripps College of Communication in 1987. He discusses what about OU—from when he first visited in the early 80s up until now—has continued to entice him into involvement with the university. In particular, he touches on the strong sense of community within both the university and Athens as a whole, which he asserts serves as a safe …


Nonprofit Leaders’ Perceived Top Struggles: A Qualitative Study With Descriptive Quantification Of Capacity, Funding, And Operational Barriers, Angie Holzer Apr 2026

Nonprofit Leaders’ Perceived Top Struggles: A Qualitative Study With Descriptive Quantification Of Capacity, Funding, And Operational Barriers, Angie Holzer

Journal of Nonprofit Innovation

Nonprofit organizations are widely understood to operate under conditions of persistent constraint, yet less is known about how nonprofit leaders themselves perceive and prioritize their struggles. This study presents findings from a qualitative analysis with descriptive quantification of open-ended responses from 77 nonprofit leaders who were asked to identify their biggest challenges. Using thematic coding, frequency counts, and order-based sequencing analysis, the study distinguishes between perceived struggles, immediate needs, and capacity-focused structural blockers. While funding and financial sustainability were the most frequently cited perceived struggles, capacity-related challenges—including board governance, staffing and volunteers, compliance burden, operational systems, and leadership bandwidth—emerged as …


Picc-Pal: A Support Band For Independent Picc Line Use, Kylie Luker Apr 2026

Picc-Pal: A Support Band For Independent Picc Line Use, Kylie Luker

Honors Theses

This project presents the design and evaluation of PICC-PAL, a wearable assistive device intended to improve independence and usability for patients managing peripherally inserted central catheters (PICC lines) at home. Current at-home PICC line management often requires help due to the fine motor skills needed to connect and secure tubing. This increases reliance on caregivers and introduces potential risks such as infection and dislodgement. Through stakeholder analysis, prior art evaluation, and iterative prototyping, a device was developed to stabilize the PICC line lumen and enable one-handed connection of medical tubing. Throughout the project, multiple design concepts were explored, with the …


Ai-Based Environmental Economic - Modeling: A Case Of Germany (1994–2024), Zahraa Taha Naqee Apr 2026

Ai-Based Environmental Economic - Modeling: A Case Of Germany (1994–2024), Zahraa Taha Naqee

Journal of Economics and Administrative Sciences

This research aims to analyse the impact of economic and energy variables on carbon emissions in Germany during the period (1994–2024), within the framework of environmental economic modelling based on artificial intelligence techniques. The study is based on the hypothesis that the nature of the energy structure and the level of economic activity contribute to explaining changes in carbon dioxide emissions to varying degrees. To verify this hypothesis, an artificial neural network model was adopted to analyse the relationship between a set of independent variables represented by total energy consumption, total energy production, the proportion of renewable energy in total …


The Influence Of Relationship Marketing On Customer Satisfaction In The Jordanian Banking Sector, Balqees Almestareehi, Seyfettin Ünal Apr 2026

The Influence Of Relationship Marketing On Customer Satisfaction In The Jordanian Banking Sector, Balqees Almestareehi, Seyfettin Ünal

Journal of Economics and Administrative Sciences

This Paper aims to analyze the impact of relationship marketing dimensions on customer satisfaction in the Jordanian banking sector. It uses a comprehensive measurement model based on confirmatory factor analysis (CFA) and structural equation modeling (SEM). The study's problem stems from the need to understand how relationship-marketing practices affect customer satisfaction in rapidly changing and highly competitive banking environment. The research relied on a field survey of 677 Jordanian bank customers. A standardized questionnaire measured the seven dimensions of relationship marketing and customer satisfaction. The results showed statistically significant positive effects for all dimensions on customer satisfaction. Customer bonding strengthening …


The Impact Of Forensic Accounting On The Effectiveness Of Fraud Detection In Private-Sector Banking And Merchandising Companies: Evidence From Sulaymaniyah City, Kurdistan Region, Iraq, Barham Khalid Hassan Apr 2026

The Impact Of Forensic Accounting On The Effectiveness Of Fraud Detection In Private-Sector Banking And Merchandising Companies: Evidence From Sulaymaniyah City, Kurdistan Region, Iraq, Barham Khalid Hassan

Journal of Economics and Administrative Sciences

This study examines the impact of forensic accounting techniques, challenges, and accountants' skills on fraud detection effectiveness in the private sector of Sulaymaniyah City, Kurdistan Region of Iraq. The study employed a quantitative research design, with preliminary semi-structured interviews conducted to inform questionnaire development. In the qualitative phase, purposive sampling was used to interview eight forensic accountants with experience handling multiple fraud cases in Sulaymaniyah. Insights from these interviews guided the creation of a structured questionnaire, which was subsequently distributed to Seventy-four accounting professionals from private banks and merchandising firms for the main data collection. Data were analysed using SPSS …


Combined Hybrid Ardl-Garch-Bigru Model In Analyzing And Forecasting Currency In Circulation Issued By The Central Bank Of Iraq, Abdulrazzaq Tallal Akram, Omar Abdulmohsin Ali Apr 2026

Combined Hybrid Ardl-Garch-Bigru Model In Analyzing And Forecasting Currency In Circulation Issued By The Central Bank Of Iraq, Abdulrazzaq Tallal Akram, Omar Abdulmohsin Ali

Journal of Economics and Administrative Sciences

This research examines the dynamics and forecasting performance of currency in circulation (CIC) in Iraq. It uses a theoretical framework that recognizes long-run equilibrium relationships, short-run adjustment, volatility clustering, and nonlinear patterns. These complexities limit the adequacy of traditional linear models and motivate hybrid approaches. Accordingly, a triple hybrid model is employed. This combines autoregressive distributed lag (ARDL), Generalized Autoregressive Conditional Heteroskedasticity (GARCH) with Generalized Error Distribution (GED) to capture heavy-tailed behavior, and Bidirectional Gated Recurrent Unit (BIGRU). Stationarity is assessed using ADF tests. Residual diagnostic tests confirm heteroskedasticity, thereby justifying the inclusion of a GARCH component. The proposed model …


From Religious Sites To Cinematographic Sets: Symbolism Of Religious Cultural Heritage In The Italian Series ‘Le Indagini Di Lolita Lobosco’, Antonietta Ivona, Lucrezia Lopez Apr 2026

From Religious Sites To Cinematographic Sets: Symbolism Of Religious Cultural Heritage In The Italian Series ‘Le Indagini Di Lolita Lobosco’, Antonietta Ivona, Lucrezia Lopez

International Journal of Religious Tourism and Pilgrimage

Cinema and television, as core components of the creative industries, play a crucial role in transforming cultural heritage into meaningful narrative and symbolic resources. This study explores how religious cultural heritage is reconfigured from sacred sites into cinematographic sets, focusing on the Italian television series Le Indagini di Lolita Lobosco, set in Apulia. Drawing on the cultural and spatial turn in geography and media studies, the research examines the symbolic, aesthetic, and spatial functions of religious architecture and sacred landscapes within the series. Churches, monasteries, and coastal sacred spaces are not treated as mere backdrops, but as narrative devices that …


‘Clothesure’: The End Of The Narrative Of A Pilgrim’S Clothes; And How Pilgrim’S Clothes Contribute To Narrative Identity, Stephen F. Haller Apr 2026

‘Clothesure’: The End Of The Narrative Of A Pilgrim’S Clothes; And How Pilgrim’S Clothes Contribute To Narrative Identity, Stephen F. Haller

International Journal of Religious Tourism and Pilgrimage

This paper provides the story, or narrative, which explains how pilgrim’s-identity is created and endures through the clothes they wear. The closure, or preferred ending, of this story of a pilgrim’s clothes, would be a ceremonious disposal, like burning them. Pilgrims are reluctant to simply throw their clothes, boots, and gear away. This paper is a philosophical reflection on how a pilgrim’s clothes construct the identity of a pilgrim; and how inanimate objects, like clothes, might become meaningful, or even ‘sacred’ in a non-religious way. This comes about because of a decision to treat them that way. We make sense …


Impact Of Mass Tourism On Corsican Religion: Between Spectacularisation And Commercialisation The Case Of The Sartène Catenacciu, Pierre-François Marchiani Apr 2026

Impact Of Mass Tourism On Corsican Religion: Between Spectacularisation And Commercialisation The Case Of The Sartène Catenacciu, Pierre-François Marchiani

International Journal of Religious Tourism and Pilgrimage

This study aims to question the impact of mass tourism on the religious expression of the Corsicans. In 2012, across France, 44% of cultural tourism had a spiritual and religious aspect, representing around 20 million travellers (Baziou, 2004:336). It is often the discovery of heritage, whether built or intangible, that leads people to engage in this form of ‘religious tourism’. Although arising from good intentions, this form of tourism is accompanied by a process of secularisation that alters the very object being sought. This is what we shall examine through a synchronic and diachronic study of the Catenacciu di Sartène, …


Monastic Botanical Gardens: Medicinal Plants, Cultural Heritage, And Tourist Routes, Polyxeni G. Moira Dr, Dimitrios Mylonopoulos Apr 2026

Monastic Botanical Gardens: Medicinal Plants, Cultural Heritage, And Tourist Routes, Polyxeni G. Moira Dr, Dimitrios Mylonopoulos

International Journal of Religious Tourism and Pilgrimage

in the natural environment. The natural environment, of which humans are an integral part, served as the first laboratory for the production of medicines. Medicinal botany can be traced back to ancient Greece, continued through ancient Rome, was closely linked to Islamic tradition, and persisted through the rise of Christianity in monasteries, enduring to the present day. Monastic botanical gardens serve as living proof of the relationship between humans, nature, healing, and spirituality. These gardens, which for centuries cultivated plants for medicinal, nutritional, and functional uses, can now be leveraged to promote tourism, cultural heritage, and environmental awareness.

This study …


The Digitalisation Of Administrative Processes And Institutional Agility In Sucs Cebu City: The Mediating Role Of Employee Digital Readiness, Leovigilda L. Bithay Apr 2026

The Digitalisation Of Administrative Processes And Institutional Agility In Sucs Cebu City: The Mediating Role Of Employee Digital Readiness, Leovigilda L. Bithay

The South East Asian Journal of Management

Research Aims: This study examines how the digitalisation of administrative processes influences institutional agility in SUCs in Cebu City, Philippines, and explicitly investigates employee digital readiness as a mediating capability that translates digital investments into organisational adaptability.

Design/Methodology/Approach: A quantitative predictive research design was employed using a structured survey administered to 300 administrative employees selected through purposive sampling. PLS-SEM was used to test direct and indirect relationships.

Research Findings: The digitalisation of administrative processes has a significant positive effect on institutional agility. Employee digital readiness partially mediates this relationship, indicating that technological modernisation alone yields limited gains in agility unless …


The Role Of Relational Capital As A Dynamic Capability And Its Effect On The Relationship Between Directors’ Network And Firm Performance, Saiful Bakhtiar Masduki, Norman Mohd Saleh, Lokhman Hakim Osman, Mara Ridhuan Che Abdul Rahman, Kamarul Baraini Keliwon Apr 2026

The Role Of Relational Capital As A Dynamic Capability And Its Effect On The Relationship Between Directors’ Network And Firm Performance, Saiful Bakhtiar Masduki, Norman Mohd Saleh, Lokhman Hakim Osman, Mara Ridhuan Che Abdul Rahman, Kamarul Baraini Keliwon

The South East Asian Journal of Management

Research Aims: This study aims to examine how directors’ networks (DIRNET) improve firm performance and how relational capital (RELCAP) helps mediate this relationship in Malaysian public-listed firms.

Design/Methodology/Approach: The adopted research design makes use of secondary data that involves 579 publicly listed firms within the period of 2017-2019. DIRNET and RELCAP measured through social network analysis techniques. Panel regression is applied to test the models and ensure robustness of the research findings.

Research Findings: DIRNET is positively related to firm performance, and this effect is partially mediated by RELCAP, which positively influences performance. However, the relationship between DIRNET and firm …


The Path To Impulse: A Cognitive-Affective-Conative Model Of Live E-Commerce Behaviour Across Southeast Asia, Any Urwatul Wusko, Aminullah Aminullah Apr 2026

The Path To Impulse: A Cognitive-Affective-Conative Model Of Live E-Commerce Behaviour Across Southeast Asia, Any Urwatul Wusko, Aminullah Aminullah

The South East Asian Journal of Management

Research Aims: This study investigates how cognitive and affective mechanisms jointly shape impulse buying intentions in live e-commerce environments, using the Cognitive-Affective-Conative (CAC) model, with a focus on Southeast Asian consumers.

Design/Methodology/Approach: A quantitative, cross-sectional survey was conducted with 430 respondents from Indonesia, Malaysia, Thailand, Vietnam, and the Philippines. Data were gathered from participants with recent live-shopping experience on platforms such as TikTok Shop and Shopee Live. Structural Equation Modelling (SEM) using SmartPLS was employed to test the proposed relationships.

Research Findings: Perceived authenticity and interactivity significantly influence emotional arousal and fear of missing out, which in turn predicted impulse …


Building Sustainable Competitive Advantage Through Customer Centricity: Evidence From Fmcg Firms In Indonesia, Oskar Fajar Damanik, Elliot Simangunsong, Fathony Rahman, Eka Ardianto Apr 2026

Building Sustainable Competitive Advantage Through Customer Centricity: Evidence From Fmcg Firms In Indonesia, Oskar Fajar Damanik, Elliot Simangunsong, Fathony Rahman, Eka Ardianto

The South East Asian Journal of Management

Research Aims: This study aims to develop a comprehensive model that leverages customer-centric strategies to build sustainable competitive advantage within the dynamic and complex context of changing consumer behaviour.

Design/Methodology/Approach: Data were obtained from 235 sales and marketing managers across 63 Fast Moving Consumer Goods (FMCG) firms using a convenience sampling method. A structured questionnaire employing Likert-scale items was distributed via Google Forms. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM) in SmartPLS 3 and further validated through semi-structured interviews with top management practitioners.

Research Findings: The findings of the study indicate that a customer-centric strategy …


The Influence Of Top Management Commitment On Competitive Advantage Through Supply Chain Resilience, Supply Chain Digitalisation, And Supply Chain Responsiveness, Hotlan Siagian, Sautma Ronni Basana, Widjojo Suprapto, Zeplin Jiwa Husada Tarigan Apr 2026

The Influence Of Top Management Commitment On Competitive Advantage Through Supply Chain Resilience, Supply Chain Digitalisation, And Supply Chain Responsiveness, Hotlan Siagian, Sautma Ronni Basana, Widjojo Suprapto, Zeplin Jiwa Husada Tarigan

The South East Asian Journal of Management

Research Aims: This study aims to analyse the influence of top management's commitment on competitive advantage through supply chain digitalisation, responsiveness, and resiliency.

Design/Methodology/Approach: Data were collected using a five-point Likert-scale questionnaire distributed to manufacturing practitioners with a minimum supervisory position. A total of 203 valid questionnaires were analysed. Data processing was performed using SmartPLS version 4.0 to test measurement and structural models.

Research Findings: The study results indicate that eight hypotheses are accepted and one is rejected. Top management commitment positively impacts supply chain digitalisation, responsiveness, and resilience. Furthermore, supply chain digitalisation and supply chain resilience both positively impact …


Unveiling Ai Deployment And Social Support On Customer Value Co-Creation And Stickiness In Social Commerce: A Pls-Sem And Nca Approach, Zandro M. Catacutan, Christian Edwin M. Perlado Apr 2026

Unveiling Ai Deployment And Social Support On Customer Value Co-Creation And Stickiness In Social Commerce: A Pls-Sem And Nca Approach, Zandro M. Catacutan, Christian Edwin M. Perlado

The South East Asian Journal of Management

Research Aims: This study examines AI deployment and social support in fostering customer value co-creation and customer stickiness towards S-commerce applications in online shopping.

Design/Methodology/Approach: This study employed a cross-sectional survey design, incorporating purposive and snowball sampling, and a sample size of 625 participants. PLS-SEM and NCA were utilised to test the hypotheses of this study.

Research Findings: The study results showed that AI deployment and social support were significant determinants and essential factors in facilitating customer value co-creation for S-commerce. However, it is not a prerequisite for maintaining customer stickiness in S-commerce. Customer value co-creation was found to have …


From Awareness To Action: Exploring The Behavioral Gap In Green Computing Among Surveyed University Students In Tanzania, Victor G. Wilson Apr 2026

From Awareness To Action: Exploring The Behavioral Gap In Green Computing Among Surveyed University Students In Tanzania, Victor G. Wilson

Business Management Review

As digital technologies become increasingly embedded in higher education, promoting environmentally responsible computing practices has become an important sustainability and management concern. This study applies the Norm Activation Model (NAM) to examine green computing behavior among university students in Tanzania. Drawing on responses from 868 students across science, education, and business programs, the study investigates how Awareness of Consequences, Ascription of Responsibility, and Personal Norms influence green computing behaviors. Hierarchical regression analysis was used to assess both the explanatory power of the NAM variables and the selective moderating roles of gender and academic program. Findings reveal that both awareness and …


The Role Of Board Effectiveness In Shaping The Influence Of Esg Disclosures On Financial Performance: The Case Of Tanzanian Listed Companies, Emmanuel Christopher Apr 2026

The Role Of Board Effectiveness In Shaping The Influence Of Esg Disclosures On Financial Performance: The Case Of Tanzanian Listed Companies, Emmanuel Christopher

Business Management Review

This study examines the moderating role of board effectiveness in the relationship between environmental, social, and governance (ESG) disclosures and the financial performance of firms listed on the Dar es Salaam Stock Exchange (DSE) in Tanzania. Drawing on stakeholder and agency theory perspectives, the study posits that ESG disclosures create value for stakeholders while effective boards enhance oversight and ensure that sustainability initiatives translate into firm performance. Using secondary data from firms’ annual reports for 2016–2024 (198 firm–year observations), the study applies random effects panel regression guided by the Hausman test. Robustness checks were performed using an alternative financial performance …


Horizontal Collaboration Practices And Operational Performance Of Smallholder Farmer Groups In Horticultural Supply Chain, Herieth J. Rogath, Juma James Masele, Gerald Magova Apr 2026

Horizontal Collaboration Practices And Operational Performance Of Smallholder Farmer Groups In Horticultural Supply Chain, Herieth J. Rogath, Juma James Masele, Gerald Magova

Business Management Review

Collaboration has increasingly been recognized as a strategic approach for enhancing performance. However, limited attention has been given to the relationship between horizontal collaboration practices and the operational performance of horticultural smallholder farmer groups in downstream supply chains. This study examined this relationship through the lens of Social Exchange Theory. Data were collected using self-administered questionnaires from 195 smallholder horticultural farmer groups across the southern highlands of Tanzania, including Mbeya, Iringa, Njombe, and Songwe regions. Analysis was conducted using Partial Least Squares Structural Equation Modelling (PLS-SEM) with SmartPLS 4.0. The findings reveal that all collaboration practices improve operational performance; resource …


Factors Affecting Purchase Intention Toward Second Hand Clothes, Soumaya Mounir Kaakour, Fouad Saad Apr 2026

Factors Affecting Purchase Intention Toward Second Hand Clothes, Soumaya Mounir Kaakour, Fouad Saad

BAU Journal - Society, Culture and Human Behavior

Although the purchase of second-hand clothing remains a debated research topic, it is widely acknowledged that second-hand clothing (SHC) benefits society by reducing the waste of natural resources and promoting sustainability, however, it is yet to be determined whether the motivation behind buying second-hand clothing is driven by concerns for self, community, and nature.

This research aimed to investigate the impact of the five following factors frugality, perceived environmental knowledge, attitude, environmental concern, and mindful consumption on the purchase intention of second-hand clothing. A quantitative approach was used, and data was gathered online using Google Forms, where 308 responses were …


Enhancing Provider Engagement Through Peer-To-Peer Coaching: The Provider Ambassador Program, Jason Vallee, Jodi Stewart, Sam Verkhovsky, Steve Del Giudice, Janet Aug, Amanda Higgins, James Perry, Alice Kennedy, Brant Oliver Apr 2026

Enhancing Provider Engagement Through Peer-To-Peer Coaching: The Provider Ambassador Program, Jason Vallee, Jodi Stewart, Sam Verkhovsky, Steve Del Giudice, Janet Aug, Amanda Higgins, James Perry, Alice Kennedy, Brant Oliver

Patient Experience Journal

Provider burnout and disengagement are associated with diminished patient satisfaction, reduced clinical quality, and adverse organizational outcomes. Peer-to-peer coaching has emerged as a promising, scalable intervention to support provider engagement and improve the patient care experience. This study evaluates the effectiveness of the Provider Ambassador Program, a structured peer-to-peer coaching initiative designed to improve patient satisfaction by enhancing provider communication, professional behavior, and patient engagement skills. A pre-post quasi-experimental design was used to assess changes in provider CG-CAHPS ``Provider Overall'' top-box scores following coaching. Eligible providers (n = 83) across five BLANK Health locations were identified based on top-box scores …


A Hybrid Coaching Model In A Multi-Center Networked Care Experience Learning Collaborative, Elizabeth Rizzo, Victoria Adams, James Perry, Nicole Szalay, Samuel Verkhovsky, Megan Morse Holthoff, Alice Mae Kennedy, Brant Oliver Apr 2026

A Hybrid Coaching Model In A Multi-Center Networked Care Experience Learning Collaborative, Elizabeth Rizzo, Victoria Adams, James Perry, Nicole Szalay, Samuel Verkhovsky, Megan Morse Holthoff, Alice Mae Kennedy, Brant Oliver

Patient Experience Journal

Coaching teams and leaders conducting quality improvement (QI) has shown to be an effective method for project success. Our coaches were well versed in Lean Six Sigma and IHI Model for Improvement methods. Certified Lean Six Sigma Blackbelts coaches were assigned to project teams. Routine participation in project team meetings and one-on-one coaching sessions reenforced tools necessary to complete improvement work. Additionally, coaches met with one another to discuss their methods, work through challenges, and celebrate successes. Fourteen improvement teams led work in Care Experience related projects. Eleven project leaders certified in Lean Six Sigma methodology through the Value Institute …


Documentation And Dashboard Driven Quality And Safety Improvement In Interpreter Services For Limited English Proficient Patients, Richard T. Dillehay, Samuel Verkhovsky, Andrew Bohm, Harley Friedman, Dawn Welshman, Ann Morong, Vidya Karthikeyan, Jessica Dampier, Amanda Racine, Brant Oliver Apr 2026

Documentation And Dashboard Driven Quality And Safety Improvement In Interpreter Services For Limited English Proficient Patients, Richard T. Dillehay, Samuel Verkhovsky, Andrew Bohm, Harley Friedman, Dawn Welshman, Ann Morong, Vidya Karthikeyan, Jessica Dampier, Amanda Racine, Brant Oliver

Patient Experience Journal

Limited English Proficiency is known as an independent driver of disparities in patient's access to healthcare and their healthcare outcomes. The Joint Commission standards require that health systems document language services delivery to patients with limited English proficiency in a systematic way. Our health system had not historically utilized a methodical system for documenting language services utilization prior to the launch of this initiative. By utilizing a Lean Six Sigma approach, a project team comprised of leaders from interpreter services, operations, data analytics, and data informatics codesigned an Epic SmartForm data collection instrument and series of Tableau dashboards to monitor …


``We'll Be Right With You'', Improving Patient Experience With Complaint Management Within A Learning Health System Collaborative, James J. Perry, Mackenzie Hahn, Angela Kmiec, Brant J. Oliver Apr 2026

``We'll Be Right With You'', Improving Patient Experience With Complaint Management Within A Learning Health System Collaborative, James J. Perry, Mackenzie Hahn, Angela Kmiec, Brant J. Oliver

Patient Experience Journal

An improvement team at Cheshire Medical-Dartmouth Health participated in the Care Experience Collaborative aimed at enhancing the patient and workforce experience. Utilizing a hybrid Lean Six Sigma DMAIC approach alongside modified Institute for Healthcare Improvement learning techniques, local teams were coached by quality improvement specialists. The project's focus was on improving the complaint management process to boost hospital ratings and recommendations. Initial assessments revealed significant inefficiencies, such as delays in response times and poor tracking of complaint resolutions. Implementing a new digital monitoring system in conjunction with standardized training resulted in substantial improvements: complaint resolution times decreased by 53%, while …