Digital Commons Network^™

Strategies To Teach Customer Service Skills, James Francis Ortman

Walden Dissertations and Doctoral Studies

Business managers' failure to retain dissatisfied customers leads to millions of dollars in lost revenue. The purpose of this single case study was to explore managers' training strategies to teach sales associates customer service skills. The sample included 3 training managers from the mobile phone industry in Michigan who recorded a 25 % increase in customer retention after implementing customer service training. The conceptual framework for this study was human capital theory. Data were collected from semistructured interviews and training documents. Data analysis entailed using coding techniques and cluster analysis. Member checking applied to clarify the interpretation of participants' responses …

Identifying Communication Barriers And Trust Issues Of Black Women Seeking Preventive Health Services In Houston, Texas, Melissa E. Shelton

Walden Dissertations and Doctoral Studies

Black women mortality rates are perceived to be impacted by communication barriers, trust issues, and the lack of quality preventive health services. The purpose of this phenomenological study was to explore communication barriers and trust issues perceived by Black women when seeking preventive health services. HMB was used to identify public attitudes around receiving preventive health services and to construct each question based on perceived susceptibility and perceived severity of communication barriers and trust issues. An ecological model of the communication process was used as a framework to identify fundamental relationships between the Black female patients and health care providers. …

White Undergraduate Student Engagement At A Public Historically Black University, Janelle Simmons

Walden Dissertations and Doctoral Studies

Historically Black colleges and universities (HBCUs) have provided academic and social support to Black students; however, with an increase in White students attending HBCUs, HBCU leaders have been challenged to acquire a better understanding of the White student population to increase their retention and graduation rates. This phenomenological project study addressed how White undergraduate students' participation in curricular and extracurricular activities influenced their academic success. The conceptual framework included elements from Astin's involvement theory and Helms's White racial identity development model. Eight White undergraduate students at a mid-size public HBCU were interviewed over 2 weeks. Exploratory analysis of one-one interviews …

Introducing The Health Coach Method Of Motivational Interviewing To Medical Assistants To Improve The Patient Care Approach, Allison Marlene Souza

Walden Dissertations and Doctoral Studies

The emerging health care culture of accountability for patient outcomes compounds problems for already overwhelmed clinicians struggling to fit everything entailed in complicated office visits into 15-minute appointments. Unprocessed frustrations tempt clinicians to use ineffective and outdated methods for trying to get their patients to comply or adhere to their care plans, undermining effective health care management. The intention of this project was to evaluate whether educating medical assistants in the health coaching method of motivational interviewing can improve the patient care approach while simultaneously assisting clinicians struggling with insufficient time. Several individual scheduling conflicts limited the target population into …

Women And Coronary Artery Disease, Gwendolyn Yvonne Stancell-Smith

Walden Dissertations and Doctoral Studies

Heart disease, including coronary artery disease, affects approximately 42 million women in the United States. Many of those affected are not aware they have the condition. Contributing to the problem is the fact that women are more likely than men to be misdiagnosed and undertreated for heart disease. Morbidity and mortality are high in women affected by heart disease, making the problem important to address. The purpose of this project was to understand the coronary artery or heart disease risk and the treatment for the condition provided for 31 participants at a cardiology service in the Northeast U.S. The project …

Nurses' Response To A Heart Failure Video To Teach Patients Self-Management, Lynn Nichols Toth

Walden Dissertations and Doctoral Studies

Numerous scholars have examined multiprocessors and techniques to decrease the heart failure readmission rate and to improve heart failure patient self-management. This project examined a new teaching method to create the experts' awareness of possible solutions to improve heart failure education in a small community hospital. The purpose of this project was the assessment of a new iPad heart failure patient pre-discharge education program video HFPDEV). Pender's health care model (PHM) served as a framework for this project. Five local nursing educator experts (master prepared) were asked to view a new iPad HFPDEV. After reviewing the 15-minute iPad HFPDEV, the …

The Psychological Impact Of Taser Utilization In Police Officers, Yolanda Waters

Walden Dissertations and Doctoral Studies

A substantial body of scientific and medical research has examined the relationship between conductive energy devices and their physical risk to humans. This phenomenological study focused on the psychological impact of Taser utilization in police officers. This research explored how the experience of using a Taser in the line of duty affected officers from the conceptual framework of stress inoculation training and its applicability to Taser certification; the typical mental processes associated with using less-lethal weapons, perceptions of Taser training; and, the preparation provided in training for citizen injuries and deaths. Fifteen officers who had deployed a Taser were included …

The Effect Of Secondary Teacher Personality On Educational Empowerment, Latoya Sharee Alexander

Walden Dissertations and Doctoral Studies

Past research has shown a relationship between teachers' personalities and their ability to motivate students to perform, suggesting that teacher behaviors are the most important catalysts for student empowerment. This descriptive quantitative research bridged a knowledge gap by assessing the statistical significance of the relationship between secondary teacher personality types, as measured by the Myers-Briggs Type Indicator (MBTI) assessment, and their ability to academically empower their students, as measured by EDUCATEAlabama. A convenience sample of 334 secondary educators completed the MBTI assessment and reported EDUCATEAlabama empowerment scores. A comparison of Title 1 high school and non-Title 1 high school data, …

Priority Schoolteachers' Experiences Of Professional Development To Improve Student Achievement, Joyce Wiggins Wiggins

Walden Dissertations and Doctoral Studies

The New Jersey 2011 Adequate Yearly Progress report revealed that 53% (n = 75) of state schools that failed to meet standards were put on a 'priority school' list. The 2015 priority school list consisted of 66 schools. In response, New Jersey created Regional Achievement Centers to provide collaborative professional development (PD) for effective instruction in the lowest performing schools. The purpose of this transcendental phenomenological study was to explore the lived experiences of priority schoolteachers regarding experiences with past PD initiatives and PD under the current Elementary and Secondary Education Act flexibility waiver focusing on collaborative approaches that include …

Strategies For Business Capacity Expansion In Jordanian Pharmaceutical Companies, Tariq Ahmad Al-Jallad

Walden Dissertations and Doctoral Studies

Shareholder investments declined in Jordanian pharmaceutical business expansion between 2007 and 2014, which included a reduction in the supply of essential medicines in the Middle East and North Africa (MENA). The purpose of this qualitative multiple case study was to explore effective applications of expansion strategies to satisfy demand in the MENA markets among Jordanian generic pharmaceutical companies' managers. The conceptual framework for this study was based on the transformational leadership theory and stakeholders' theory. The purposive sample consisted of 4 chief executive officers and 8 managers from Jordanian pharmaceutical companies who practiced the expansion strategy in the MENA for …

Keeping The Children: Nonviolent Women Offenders In Two Michigan Residential Programs, Denise Smith Allen

Walden Dissertations and Doctoral Studies

Seventy-five percent of women offenders confined to prison, jails, or residential treatment programs are custodial parents of minor children at the time of their separation. Little is known, though, about how prosocial networks are used to address the effects of separation from children. Using Bui and Morash's conceptualization of the theory of gendered pathways, the purpose of this phenomenological study was to better understand, from the perspective of incarcerated women, the experience of using prosocial networks to cope with the effects of separation. Data were collected through interviews with 10 mothers from 2 residential treatment programs in Michigan. Interview data …

Motivation Of African American Students To Persevere Academically, Stephen C. Anyaka

Walden Dissertations and Doctoral Studies

African American high school students face considerable personal and circumstantial challenges such as poverty, living in high crime neighborhoods, a lack of positive role models, low socioeconomic status, and social inequity in their efforts to achieve academic success. Finding solutions for persistent academic underperformance and closing the achievement disparity gap for minority children are challenging. This generic qualitative study examined the motivations of high-achieving African American high school students to persevere and achieve academic success despite their personal and circumstantial challenges. Social cognitive theory framed the study. Semistructured interview data were collected from 10 high achieving African American high school …

Exploring Social Support Networks Of African American Emancipated Foster Care Women, Donna Marie Barrett

Walden Dissertations and Doctoral Studies

Many youth exit the United States foster care system each year and face challenges related to housing, employment, health care, and education. After emancipation, foster youth can experience family instability, educational disruption, incarceration, unemployment, unstable housing, and emotional problems at a much higher rate than youth in the general population. The purpose of this qualitative case study was to examine the experiences of African American foster women and the social support they received in finding housing upon exiting foster care system. Bronfenbrenner's ecological theory provided a conceptual framework of social interrelation for the study. Data were collected from a purposeful …

Marketing Strategies: How Small Restaurant Businesses Use Social Media, Tasheenia Bennett

Walden Dissertations and Doctoral Studies

Social media has changed the way businesses relate to their customers. Since the beginning of social media, traditional methods of communicating with customers have begun to decline. The purpose of this multicase study was to determine the strategies of 5 owners of small restaurant businesses in Western North Carolina who successfully used social media marketing for 1 year or more. Rogers's diffusion of innovation theory was the conceptual framework for this study. Data collection included semistructured interviews, documents pertaining to social media marketing strategies, and social media pages and websites from the participating restaurants. These data were analyzed following Yin's …

A Quantitative Study Examining How Training Enhances Policy Compliance, Therese C. Bensch

Walden Dissertations and Doctoral Studies

For decades, the Department of Defense has been plagued by persistent cost, schedule, and performance problems in defense acquisition programs. Recent changes in Department of Defense acquisition policy were intended to improve efficiency and are demonstrating some improvement in terms of overall cost improvements, yet little is understood about whether training efforts related to the new policies are producing policy-compliant behavior on the job. Using Edgar Schein's 'Onion Model' of organizational change as the theoretical construct, the purpose of this study was to examine through an ex post facto, cross-sectional longitudinal study whether there is a significant relationship between learning …

Spiritual Leadership: Achieving Positive Health Outcomes In African-American Christian Churches, Cynthia Bracey

Walden Dissertations and Doctoral Studies

In the United States, African-American residents are an underserved population with evidence of higher health disparities than those associated with any other race, contributing to escalating health care costs. Despite the absence of health promotion and wellness training, pastors in predominately Black churches accept the responsibility for addressing more than the spiritual needs of their church members. The purpose of this qualitative grounded theory research study was to explore the perspectives of African-American Christian pastors on giving health guidance and their lived experiences as health promotion advocates. A total of 10 African-American Christian pastors were voluntarily recruited from 3 southern …

College Instructors' Experiences Transitioning To Inverted Classroom Instruction, Glenda Maria Brown

Walden Dissertations and Doctoral Studies

Lecture methods in higher education continue to be the most often used form of lesson delivery, although they seem to be less effective in promoting adult students' learning and engagement. Many higher education instructors have incorporated inverted classroom (IC) methods to increase student engagement and learning. The purpose of this qualitative interview study was to gain an understanding of college instructors' decision-making processes and experiences transitioning from lecture-based instruction to IC and the factors attributed to that transition. Knowles's andragogy theory, Kolb's experiential learning theory, and Rogers's diffusion of innovations provided the conceptual framework for the study. Eight college-level instructors …

Leadership Practices That Improve The Workplace Safety Environment, Nathan Nomore Chikono

Walden Dissertations and Doctoral Studies

Inadequate leadership is the reason workplace accidents in the mining industry remain high, making the industry one of the most hazardous operational activities in the world. Unsafe leadership practices may result in death or injury to workers. A group of 30 mining company leaders from 3 gold mines in Zimbabwe revealed an exception to these hazardous practices, however, notable through their outstanding safety improvement records. To better understand what these practitioners were doing, this multicase study research design explored their strategies to improve the workplace safety environment in the mines. Data were collected using audio-recorded semistructured interviews and document analyses. …

Satisfaction Of Community College Students Transferring To A Public Research Institution In Southern California, Patricia Danylyshyn-Adams

Walden Dissertations and Doctoral Studies

At a large public research university in Southern California, community college transfer students reported dissatisfaction with their undergraduate college experience. Dissatisfied students may not graduate, may not network with undergraduates at their alma mater, and may not contribute financially to their alma mater. The purpose of this qualitative case study was to explore why students were dissatisfied with their college experience. Data collection included semi structured interviews with 11 community college transfer students enrolled at the university. The conceptual framework was based on Astin's student involvement theories. The data were analyzed by looking for codes that emerged from the student …

Transitioning Students With Autism Spectrum Disorder From School To Society, Charla Brenta Spurlin Deleo

Walden Dissertations and Doctoral Studies

High school administrators in a rural school district were providing transition planning to students with autism spectrum disorder (ASD) in order to meet postschool transition goals. Despite these efforts, few students with ASD were employed or enrolled in postsecondary training, and parents reported that they were dissatisfied with the postschool transition process. The purpose of this collective case study was to explore parental and staff perceptions of the postschool transition processes of students with ASD to increase the understanding of the practice related to postschool transitions. Guided by Tinto and Pusser's institutional framework, research questions were focused on the experiences …

Impact Of Telephone Call On Patient Satisfaction In Adult Oncology Patients, Victoria Maria Frazier-Warmack

Walden Dissertations and Doctoral Studies

Patient satisfaction is an ongoing action in which hospitals and health care providers are constantly seeking strategies to improve their satisfaction ratings. In the ambulatory oncology infusion setting, patient satisfaction is also a key metric that is being monitored, but actual patient satisfaction is unknown. Guided by Lewin's change theory and King's theory of goal attainment, the aim of this project was to use a strategy of conducting follow-up telephones calls to determine if patient satisfaction improved in an ambulatory oncology setting. A descriptive comparative approach was used to evaluate patient satisfaction before and after a telephone follow-up intervention. Participants …

Teachers' Attitudes Toward Inclusive Classrooms, Brenda Lyons Greene

Walden Dissertations and Doctoral Studies

Abstract

Some teachers have negative attitudes toward teaching students with learning disabilities in the regular classroom. The purpose of this quasi-experimental study was to determine the attitudes of regular classroom teachers regarding several aspects of inclusive education (IE), as well as how teacher education, training, and experience contributes to the teachers' attitudes towards IE. The research was guided by Cooper and Fazio's (1984) reformulation of the theory of cognitive dissonance. A sample population of 135 classroom teachers was used. The participants completed the Scale of Teachers' Attitudes toward Inclusive Classrooms survey instrument and a demographic survey, which were analyzed through …

The Impact Of Education And Gender On The Facilitation Of The Duluth Model Anger Management Course, Charlise Gloria Hogue-Vincent

Walden Dissertations and Doctoral Studies

Domestic violence, specifically intimate partner violence (IPV), is a major social problem in the United States despite legislative efforts aimed at reducing it. The Duluth model, which is the preeminent domestic violence intervention model used in the United States, is a male-only group intervention based on feministic views that domestic violence stems from men's behaviors to assert power and control in relationships. While the model is widely emulated, its policies and practices are under scrutiny from researchers who question the program efficiency, pointing to high recidivism rates. Guided by feminist theory, the purpose of this generic qualitative study was to …

Therapeutic Alliance Between African American Clients And European American Providers: A Phenomenological Study, Dr. Pamela Johnson-Hood

Walden Dissertations and Doctoral Studies

African Americans do not seek mental health help at the same rate, as do European Americans; furthermore, African Americans who do seek help tend to leave therapy prematurely. A poor therapeutic alliance between African American clients and European American clinicians may be one reason that African Americans do not seek therapy or leave prematurely. The purpose of this phenomenological study was to understand the lived experience of African American clients in therapeutic relationship with European American clinicians. Rogers' theory of therapeutic alliance, which included empathy as a key concept, served as the conceptual framework of this study. Through purposeful sampling …

Community-Oriented Policing And Crime Rates And Crime Clearance Rates In North Carolina, Elizabeth Wrenn Johnson

Walden Dissertations and Doctoral Studies

While community-oriented policing was touted as a new paradigm in American policing, little data reflects its success in reducing crime and/or increasing crime clearance rates. Researchers have failed to definitively describe community policing as a successful style of policing, leaving much more research to be done on its effectiveness as a crime reduction method. Using Trojanowicz's seminal conceptualization of community-oriented policing as the foundation, the purpose of this correlational study was to determine whether there are statistically significant associations between community-oriented policing, crime rates, and crime clearance rates for the 9 municipalities of Carteret County, North Carolina. Data for community-oriented …

Gamification Techniques And Millennial Generation Philanthropy, Karen Kavanaugh Kavanaugh

Walden Dissertations and Doctoral Studies

Beginning in 2015 a major demographic shift in the majority income producers in the United States has moved from Baby Boomers to Millennials. At the same time, many nonprofits are not equipped to engage with Millennials and lack the knowledge and resources to tap into their philanthropic preferences. Using the theories of planned behavior, reciprocal altruism, social status, and warm glow theory, the purpose of this qualitative study was to explore opportunities for U.S. based nonprofit organizations to interact more effectively with members of the Millennial generation in terms of philanthropic behavior. Data were collected and analyzed using Q Methodology …

Identifying Professional Development Needs Of High School Teachers Tasked With Online Course Design, Debbie Jean Lugar

Walden Dissertations and Doctoral Studies

To satisfy demand for online learning opportunities at the high school level, 3 school districts in the northeast United States established a consortium to share resources to develop and deliver online courses. High school teachers who volunteered to develop courses for the consortium attempted the task without previous training in online course design and facilitation. High school students enrolled in the courses often did not successfully complete them, which obstructed the mission of the consortium. The purpose of this qualitative single critical case study was to explore teachers' experiences with and perceptions of designing and developing online courses without accompanying …

Childhood Obesity Comorbitities Awareness Hospital-Based Education, Sandra Mcgrath Mcgrath

Walden Dissertations and Doctoral Studies

As childhood obesity continues to increase, so do the comorbidities and related health issues, putting youth at a greater risk of developing adult-related diseases such as hypertension, Type 2 diabetes, and cardiovascular diseases. Current literature indicates that healthcare organizations have a significant role in the fight against this epidemic, yet most children's hospitals have no policy to accomplish this task. The purpose of this project was to develop a program proposal for a hospital-based, sustainable obesity program that will aid in improving patient and family awareness of the importance of maintaining an ideal body weight to decrease the incidences of …

Music Teachers' Perceptions Of Targeted Professional Development, Julie Meadows

Walden Dissertations and Doctoral Studies

The fundamental purpose of teacher professional development programs is to improve instructional effectiveness and increase student learning. However, the target district offered no programs that focused on helping teachers develop strategies to meet state standards in music education. The purpose of this qualitative case study was to investigate elementary and middle school music educators' perceptions regarding the need for targeted professional development programs. Self-determination theory served as the foundation for this study. Research questions concerned participants' views of the impact of district professional development programs on their competency in enhancing students' musical skills and their decision-making and connectedness with other …

Online Facilitation Of Early Childhood Education Preservice Teacher Field Experiences, Catherine Meier Meier

Walden Dissertations and Doctoral Studies

Researchers have determined that field experience is crucial in education preparation programs, yet little information is available about field experience within online early childhood education (ECE) programs. Educators who work in online ECE programs need to understand how to facilitate field experience effectively. The purpose of this qualitative interview study was to understand the processes, procedures, and experiences of instructors who facilitate preservice teachers' field experience in online ECE programs. A constructivist framework was used to examine facilitation practices. Nine instructors from online ECE programs in the United States participated in 2 semistructured interviews that lasted approximately 1 hour each. …