Digital Commons Network^™

The Relationship Between Organizations' Response To Customer Complaints, Customer Trust, And Loyalty, Abimbola Ajibola

All Graduate Theses, Dissertations, and Other Capstone Projects

The purpose of this quantitative study was to examine the relationship between organizations’ responses to customer complaints and their effects on customer loyalty and trust. Four hypotheses were established for this study to help us gain a greater understanding of the dynamics of the responses to customer complaints and their relationship with trust and loyalty. Five independent variables (apology, timeliness, explanation, compensation, and dialogue/active listening) and two dependent variables (trust and brand loyalty) were used to test the hypotheses. An online survey was conducted through Qualtrics and data were collected from participants who were students at a Midwestern University. Facebook …

Oral Argument In The Time Of Covid: The Chief Justice Plays Calvinball, Tonja Jacobi, Timothy R. Johnson, Eve M. Ringsmuth, Matthew Sag

Faculty Articles

In this Article, we empirically assess the Supreme Court’s experiment in hearing telephonic oral arguments. We compare the telephonic hearings to those heard in person by the current Court and examine whether the Justices followed norms of fairness and equality. We show that the telephonic forum changed the dynamics of oral argument in a way that gave the Chief Justice new power, and that Chief Justice Roberts, knowingly or unknowingly, used that new power to benefit his ideological allies. We also show that the Chief interrupted the female Justices disproportionately more than the male Justices and gave the male Justices …

Assessing Interpersonal Communication In Dental Hygiene Students Providing Geriatric Care, Lasandra Wilson

EWU Masters Thesis Collection

Purpose: This study examined the implementation of an educational module regarding development of communication skills between dental hygiene students and the geriatric population. The educational module assessed students’ perceived abilities and confidence in communicating with the geriatric population. Subsequently, a standardized rubric determined if there is a difference between how faculty assess students, patients assess students, and students assess themselves.

Methods: Dental hygiene students from the University of South Dakota participated in the educational module and completed pre and post tests. Voice recordings from student-patient interactions in the clinic setting were evaluated by faculty, patients, and students using a rubric …

Individual Journalistic Bias Leads To Public Propaganda: The Integration Of Social Intuitionist Model (Sim) And Hierarchy Of Influences Model (Him), Young Joon Lim, Jennifer Lemanski

Communication Faculty Publications

The social intuitionist model (SIM) highlights the superiority of intuitive emotions over reasoning process in the link of moral judgment and reasoning, addressing the issues of private or individual intuitions of moral judgments on an interpersonal communication level. While the SIM can be applied to explain why journalists are biased and prone to producing intuitive news stories, the hierarchy of influences model (HIM) offers a theoretical framework that affects media content, which journalists and media organizations create in a social and cultural approach to propaganda. This chapter explores how the integration of SIM and HIM demonstrates the path to propagandistic …

The Influence Of Product Placement On Youtube On Dating App’S Consumers' Decision Making, Lyuyang Xu

Chulalongkorn University Theses and Dissertations (Chula ETD)

The purpose of this research is to study the influence of product placement on YouTube on dating apps' consumers' decision making. Online questionnaire is used as tool for collecting data through various websites. The sample size was 292 Thais from Facebook group, Line and Wechat room. Most of them are between 18-35 years old, are also social media addicted. The study found a positive correlation between product placement on YouTube and consumer intention to download dating apps. It turned out that consumer attitudes towards dating apps would impact consumer to make an informed decision regarding the selection of dating apps, …

Scientific Literacy At A Tragic Low: A Call For More Public Engagement In Science, Leah G. Jones

Selected Full-Text Master Theses 2021-

Science is the catalyst for humanity’s progress. Without it, we would not understand our world, our universe, even our own bodies to the extent we do now. We would not have the ability to travel, connect, and innovate at the heights we currently enjoy. In fact, many people are alive today only because of scientific discoveries and advancements. Life-saving surgeries, medications, and implants impossible a mere hundred years ago are now routine, thanks to science. It follows that science should be revered, trusted, and understood. Unfortunately, in the information age, communication gets complicated. As with any other topic, there are …

Internet Memes: Leaflet Propaganda Of The Digital Age, Joshua Troy Nieubuurt

English Faculty Publications

Internet memes are one of the latest evolutions of “leaflet” propaganda and an effective tool in the arsenal of digital persuasion. In the past such items were dropped from planes, now they find their way into social media across multiple platforms and their territory is global. Internet memes can be used to target specific groups to help build and solidify tribal bonds. Due to the ease of creation, and their ability to constantly reaffirm axiomatic tribal ideas, they have become an adroit tool allowing for mass influence across international borders. This text explores the link between internet memes and their …

Image Restoration Strategies For The (Mis-) Handling Of Covid – 19 Pandemic In Greece, Neofytos Aspriadis

International Crisis and Risk Communication Conference

During the COVID-19 pandemic outbreak all countries around the world used several kinds of response strategies to protect public health and control the outbreak. The main aim was to stop the disease from spreading into the community and put a pressure on the health system of the countries. However, severe measures like lockdown of cities and countries brought side-crises like economic pressure on the individuals, corporations and even the state itself. Although the Greek Government was considered to have managed the first phase of the crisis in March effectively, during the aftermath of the first phase, the complete opening of …

Communicating Crisis To Youth: The Role Of Caregiver Crisis Communication In Youth Sensemaking And Recovery., Ronda Oberlin Nowak

International Crisis and Risk Communication Conference

A qualitative study was conducted of the response to student deaths by the administrators of two rural high schools. The events are looked at in the dual context of incident management and communication processes, using Coordinated Management of Meaning (CMM) theory. Interviews were conducted with administrators and with members of a student support team that responded to these and similar events. The study finds that negotiation of meaning that takes place between students, and between students and caregivers, is key in students’ processing of the event that they are experiencing. It can also equip them to be more resilient to …

Police Reform: Understanding Interspersed Social Influences And The Propagation Of Public Policy During Covid19, Alexia L. Knox

International Crisis and Risk Communication Conference

Social influence is described as a communications theory which involves three psychological processes: compliance, identification and internalization. The theory applies supplemental data from social psychology frameworks consisting of normative conformity and informative conformity research. Individuals can be influenced to demonstrate social behaviors and many of us can be influenced to change our behaviors depending on our psychological or social needs at that time. Propaganda is another social influence that affects crisis communications. These topics will be discussed to better understand social influence and social behaviors while also analyzing legitimate authority interpositions during the coronavirus global crisis. Further, this research task …

2021 International Crisis And Risk Communication Conference Program, Conference Organizers

International Crisis and Risk Communication Conference

Program to the to the 11th Annual International Crisis and Risk Communication Conference sponsored by the Nicholson School of Communication and Media.

Jrsm 2121: Media Writing (Syllabus), Thomas J. Hrach

Journalism and Strategic Media Syllabi Archive

Course Description: Basic instruction in journalistic forms and AP style; information gathering and composition of news stories; media literacy.

Jrsm 4702: Media, Diversity, & Society (Syllabus), Otis Sandford

Journalism and Strategic Media Syllabi Archive

Course Description: Advanced study of recent, critical issues faced by mass media with exploration of complexities that cause them and their impact on society.

Jrsm 4910: Social Media & Society (Syllabus), Melissa L. Janoske Mclean

Journalism and Strategic Media Syllabi Archive

Course Description: Discussion of social media's impact on individuals, organizations, and society. Examines the fundamentals of social media-based community, diversity, and influence. Includes broad understanding of a variety of platforms and trends and their place and importance in the social media ecosystem. Social media has altered how journalists and strategic communication professionals do their jobs and how we communicate as a society. We will be analyzing multiple apps, platforms, and trends to determine social media’s impact on society, including digital inequality and social justice, online communities, photo and video manipulation, influencers, virality, and wearable technology. It’s important to note that …

Advr 3324: Creative Strategy (Syllabus), Ruoxu Wang

Journalism and Strategic Media Syllabi Archive

Course Description: Principles of advertising psychology in relation to proven techniques for understanding the creative process, including writing effective copy and designing effective advertising. One lecture hour, four laboratory hours per week.

Pbrl 3441: Writing For Social Media (Syllabus), Kim Marks Malone

Journalism and Strategic Media Syllabi Archive

Course Description: Development of strategic writing skills to write effectively across various social media platforms with an emphasis on the need to tailor the message to both the audience and the platform through which it is communicated. Topics explored will include style, repurposing of content, specific requirements for various platforms, organizational voice, SEO and strategic message development.

Jrsm 7050: Mass Communication Theory (Syllabus), Thomas J. Hrach

Journalism and Strategic Media Syllabi Archive

Course Description: Key concepts and development of theories offered to explain operation and effects of mass communication media; multidiscipline overview of theories dealing with advertising, broadcasting, print, and public relations messages, media, and effects. This class will provide you with an overview of the important theories in our field, and will encourage you to think about how these apply to the real world and how they will inform your future work as a media professional. The broadly explanatory concepts of theory help us understand some of the underlying ways in which humans respond to and share different types of information, …

Jrsm 7350: Advanced Multimedia Reporting (Syllabus), Robert Byrd

Journalism and Strategic Media Syllabi Archive

Course Description: This course will explore recent research findings in news reporting, writing and editing principles; and also provide students with practical experience in preparing finished news reports suitable for publication or dissemination in professional-level mass media.

Jrsm 6700: Media Law (Syllabus), David Arant

Journalism and Strategic Media Syllabi Archive

Course Description: Origin and development of legal principles affecting freedom of expression and provisions of laws of libel, slander, copyright and other statutes that affect communication in fields of publishing and broadcasting.

Advr 3330: Digital Analytics & Evaluation (Syllabus), Andrea Wiley

Journalism and Strategic Media Syllabi Archive

Course Description: This course was developed to help you (a) understand the need and importance behind social media and other digital platform analytics and (b) to teach you how to leverage the data made natively available by Facebook, Twitter, Instagram and LinkedIn, as well as Google Analytics, to evaluate social and digital PR/marketing campaigns. A bulk of this course will be spent working first-hand with data. After working with the data, you will learn how to identify key data points, create charts and graphs to visualize your analysis, glean insights and make actionable recommendations based on those insights. You will …

Crmm 4900: Creative Media Lab (Syllabus), Matthew J. Haught

Journalism and Strategic Media Syllabi Archive

Course Description: Planning, development, design and execution of a multimedia project for print and digital display application, including data visualization, illustration, branding, video and photography.

Jour 4535: Social Media Journalism (Syllabus), Robby Byrd

Journalism and Strategic Media Syllabi Archive

Course Description: Students will learn to cover news and information, track analytics, and search out the newest news trends on popular social media platforms.

Jrsm 7050: Mass Comm Theory (Syllabus), Thomas J. Hrach

Journalism and Strategic Media Syllabi Archive

Course Description: Key concepts and development of theories offered to explain operation and effects of mass communication media; multidiscipline overview of theories dealing with advertising, broadcasting, print, and public relations messages, media, and effects. This class will provide you with an overview of the important theories in our field, and will encourage you to think about how these apply to the real world and how they will inform your future work as a media professional. The broadly explanatory concepts of theory help us understand some of the underlying ways in which humans respond to and share different types of information, …

Jour 4160: Food Writing/Reporting (Syllabus), Pamela Denney

Journalism and Strategic Media Syllabi Archive

Course Description: Develops expertise in the specialized niche of food writing with narrative stories and multimedia content.

Crmm 6526: Photojournalism (Syllabus), Jin Yang

Journalism and Strategic Media Syllabi Archive

Course Description: Advanced skills and photojournalism techniques for online and publication photography; emphasis on portraiture, sports, features, and general news.

The Mmm Initiative, Erika Byrne, Brianna Bal, Mckenna Jones, Noelle Annonen, Christian Pfeifer, Amanda Cunningham, Jaime Breisch, Rachel Brosten

Undergraduate Theses, Professional Papers, and Capstone Artifacts

We’ve determined that information collected and distributed by and on news and social media outlets has manifested in political biases of its users. It is clear that this issue has subsequently led to political polarization and ethnic prejudice. To combat this problem, we have devised an online informational package and an interactive experience to teach people how to use it. Our website provides the resources to check personal biases and recognize ethnic prejudices. The seminar encourages people to apply and spread their newfound knowledge. We conducted interviews with experts, surveys, and an extensive literature review. Through our research and feedback …

A Qualitative Examination Of The Agency Of Women In Their 30s And 40s Who Use Dating Applications, Tera Buerkle

Theses and Dissertations--Family Sciences

The use of dating applications (apps) to find romantic and sexual partners is widespread across age groups, however, there is a paucity of research on dating apps with those in middle adulthood. Sexual script theory suggests that women’s agency (i.e. the ability to act in one’s own best interest) may be impacted by expectations from an inherently sexualized context, such as dating apps. Feminist theory contends that women’s agency is complicated by gender socialization due to the imbalance of power in society that greatly favors men. In this study seventeen women aged 30 to 49 completed in-depth semi-structured interviews, and …

Similarities Of Expressing Disagreement By Chinese And American College Students, Yanling Yu, Yanrong (Yvonne) Chang, Zhan Long

Communication Faculty Publications

To explore the ways in which modern Chinese and Americans express their disagreement in intercultural communication and to reveal the reasons for their usage from the perspectives of sociolinguistics and persuasive communication and with the rapport management as the theoretical framework, this paper focuses on the discourse analysis of implicit disagreement expressions between 11 pairs of Chinese and American college students. The analysis of the four-month communication corpus reveals that Chinese and American students tend to use implicit disagreement when they disagree with each other and there are more similarities than differences in the usage of implicit disagreement. The reasons …

Dealing With Adversity: An Examination Of The Covid-19 Impact On High School Athletes And Their Coaches, Greg Selber, Kimberly A. Selber

Communication Faculty Publications

The COVID-19 pandemic, which began in early 2020, has been that rare world-shaking event, from its effects on health, economics, and politics to its influence on attitudes, behavior, and wellness. In a particular context, high school sports have also been greatly altered by the coronavirus, as many spring seasons were abbreviated, truncated, or aborted altogether in the wake of the pandemic spread. This chapter seeks to examine the effects of the pandemic on high school coaches and athletes in the Rio Grande Valley of Texas, a southernmost region comprising four counties on the Texas-Mexico border and about 1.5 million people. …

Considering The Ethics Of Political Communication And Doing The Right Thing, Kati Tusinski Berg

College of Communication Faculty Research and Publications

No abstract provided.