Digital Commons Network^™

Customer Satisfaction Measures As Indicators Of Sevice Performance, Jon Kemp

Theses

This document contains a study of customer satisfaction measures that indicate service performance. The study was performed with the customers of a facilities maintenance service company and focused specifically on janitorial/ cleaning services provided on a contract basis. A discussion of quality and specifically service quality involving both importance and measurement is provided to set the framework for the study. Dimensions of service quality and customer perceptions of service quality are discussed in detail. Methods used to guide the research, to gather and to refine customer data include the critical incidents technique, focus groups, and item analysis surveys. One final …

A Profile Of Executives From Hotel Management Companies, Dohee Kang

Theses

This project is focused to identify desirable characteristics of hotel executives from hotel management companies. Research is conducted by studying articles in industry periodicals, journals and those involving business management. A questionnaire to 13 hotel management companies is used to obtain objective data as a practical source for this study. The study identified desirable personal and professional characteristics of hotel executives and other related information from the analysis of responses. The findings of this study are the most part accordance with previous studies and with widely held beliefs in the industry. These may be used for reliable criteria in selecting …

Frames Ate The Art, Frames Are The Art, The Camera Is The Art, The Text Is The Art, The Thing Is The Art, Art Is The Art, Phil Goldwhite

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Not provided.

A Case Study To Determine The Feasibility Of On-Line Ink Jet Printing Of Bar Codes Onto Corrugated Shipping Containers, Richard Allen Lapinski

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Not provided.

Improvement Of Packaging As One Of The Key Terms Of The Efficient Economy Development, Edward Goldberg

Theses

This paper presents the analysis of the modern packaging technology in the United States, summarizing and featuring the important points and aspects that can be implemented in Russia. The paper emphasizes the important role of packaging in advertising, marketing, distribution and shipping of products, as well as its necessity in order to maintain the products and packaging integrity during shipment and distribution. The level of packaging identity in Russia is close or may be a little bit above zero; the paper gives the detailed analysis of current state of the Russian packaging industry, food distribution and the current trends in …

Simple Network Management Protocol, Latha Sundaresan

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Not provided.

Illustrated Lexicon Of Technical Terms Used In The Condition Report Of Photographs, Patricia Acuña Castrellon

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Not provided.

The Effects Of Gender, National Origin, Purpose Of Travel, Length Of Stay And Seasonality On Guest's Satisfaction Levels, Brenda Cruz Valentin

Theses

This study focuses on identifying the effects of customer's gender, national origin, purpose of travel, length of stay, and seasonality on their perception of service at an international hotel in the Caribbean.

Assessing customer's expectations through collection and analysis of comment cards are critical to assure a high quality delivery of service. Therefore, the problem is that statistical analysis and effective use of customer comment cards, which are designed to identify potential complaining patterns in order to improve service for an international hotel, does not occur.

This study involved an analysis of a sample of 57.2% out of a total …

Quality Service In A Large Metropolitan Healthcare Facility's Cafeteria: A Comparison Of Customer Perceptions And Management Perceptions As Measured By Servqual, James Frederiksen

Theses

100% Customer Satisfaction is one of the most critical challenges management in large, metropolitan health-care facilities will face as they move into the next century. To achieve this goal, managers and administrators need to measure the quality of service they provide in their facilities, analyze the data collected to identify areas where improvements are necessary, and finally, develop appropriate actions to implement the necessary improvements. This study focused on determining what implications does a comparison of customer and management/employee perceptions have on a large, metropolitan health-care facility's cafeteria's quality service level? The project sought to answer this question by investigating …

Ascension, Clifford M. Commanday

Theses

"I look upon life as a series of journeys. This series of forms is devoted to a sense of Ascension, both physical and spiritual." -Clifford M Commanday This statement accompanied my thesis show at the Bevier Gallery, and clearly and simply describes the intent of my thesis. One of the strongest characteristics I see present within all the journeys of my life thus far is a desire to succeed and advance: to ascend. I have made a series of sculptures focused on communicating these feelings. This thesis is divided into three sections: I will discuss my metaphor of ascension, describe …

Overcoming Limitations, Debra Barton

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None provided.

Speech Discrimination Using Wavelets And Zero Crossing Counting, Craig Martin

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Not provided.

Leadership: Changes Necessary To Remain Globally Competitive In The Twenty-First Century, Donna M. Ludewig

Theses

Ibis thesis will focus on the study of leadership, and modifications a leader must make in leadership direction so that corporations' leaders will empower their employees to perform each task successfully.

Research has suggested many people do not understand the meaning of the term leadership, because it is difficult to measure objectively and define. Leaders normally are not born with leadership skills, but leadership is learned through classroom studies and monitors who possess excellent leadership talent. Organizations must develop new leaders who enhance new ideas. Leaders must communicate effectively, manage the performance of others, analyze situations and use good judgement. …

Empowering The Survivors Of Downsizing, Marian W. Guidry

Theses

Downsizing, a term relatively new to the business world just a few years ago, has now become a house-hold name. In an effort to trim the budget, companies are reducing their personnel at an alarming rate.

The recent downsizing is having a devastating effect on employee morale. Downsizing threatens the security and self-esteem of survivors and victims. It causes turmoil and shatters the morale inside of organizations.

Survivors of downsizing are faced with the challenge of remaining loyal to the organization, even when feelings of insecurity and cynicism are dominating. Fear is permeating the workplace. Lack of mobility and advancement …

The Eden Alternative, Jennifer Ellen Gettman

Theses

The purpose of this study and program implementation was to integrate animal, plants, and teamwork philosophy into the nursing home environment. The focus of measurement was to identify the therapeutic value of the Eden Alternative in nursing home residents.

Utilizing the Yesavage Geriatric depression scale, 196 residents of a St. Louis based nursing home were studied. Fifty-five percent of the residents were identified of having some depression. Utilizing the long form of the Yesavage tool, residents were questioned to establish a base level of minimal, moderate, and severe depression. In a six-month follow-up, 22% of the severely depressed were reassessed. …

Click! Folie A Deux, Silvina Manrique

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Not provided.

The Surveillance And Control Of Foodborne Diseases, Donal J. Daly

Theses

There is great variation in the extent of surveillance of foodbome disease throughout the world. Some countries contribute important epidemiological and microbiological data to the WHO Surveillance Programme for Foodbome Diseases in Europe. While the UK is a major contributor to this programme, data from Eire has been non-existent. Trends in the incidence of foodbome disease in the UK may have particular relevance to Eire given the similarity of culture. Microbiological and epidemiological data in relation to foodbome pathogens, foods most frequently incriminated in outbreaks, places where outbreaks occur, together witli the main contributory factors are discussed. The broader area …

Mental Pictures Drawings And Objects, Deborah Rieders

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Not provided.

An Analysis Of Organizational Concepts And Trends As Related To Team And Matrix Structures, Victor A. Finazzo

Theses

This thesis will focus on an analysis of organizational trends in the United States, and the move away from functionally based organizational structures toward team structures .

Increased domestic and international economic pressures have forced many U. S. companies to seek out new methods of operation in order to stay competitive and maintain market share . A major emphasis has been placed on organizational streamlining in an effort to become leaner and more productive . Many companies have taken the slow and cautious approach, carefully calculating the impact of organizational change, and others have leaped head first into new and …

A Study Of F-Flute's Feasibility As A Substitute For Folding Carton, Oranuch Khlangkamhaengdech

Theses

In the paperboard packaging industry, which requires high quality graphics and an attractive package, F-flute is well positioned for increased market growth. F-flute has the potential for revolutionizing both corrugated containers and folding cartons. It is the merger of these two technologies, the strength of corrugated combined with the quality printing and structural design of the folding carton, that provide the unique characteristics of stacking strength, low weight and stiffness, F-flute is gaining widespread attention as an alternative to paperboard folding cartons. There are few quantitative studies on F-flute to support the arguments that F-flute box provides better packaging attributes …

Suicide In The Elderly: A Study Of Physicians Education, Training, And Resources, Garrett Glen Wood

Theses

In the United States, the suicide rate is highest among the elderly community. Moreover, studies have concluded that elderly individuals who commit suicide see a physician 75% of the time within a month of committing the act. Therefore, it is important for physicians to be aware of the high rate of suicide among this age group.

A questionnaire developed by the researcher was sent to 200 practicing physicians associated with a health center located in a moderate sized midwestern suburb 30 miles from a large metropolitan city. The questionnaire was based on a Rockwell and O'Brien (1973) study. Therefore, the …

Communication: The Vital Link Between The Sexes, Ruth A. Weber

Theses

Our ability to get along with the opposite sex is often directly affected by our inability to communicate. We believe we are communicating, only to realize that what we said is not what was understood. This is not the fault of any one person or sex but is a misunderstanding of the different ways women and men communicate. These differences begin in infancy and continue to thrive throughout our lives. Our culture, religion, history, language, stereotypes, sex, and other influences discussed in this study affect how and what we perceive others to be. We observe each other from our own …

Teaching Old Dogs New Tricks: Selling Lifelong Learning To Adults, Suzanne Walton

Theses

As St. Charles County continues to grow, more businesses and industries are locating here. Companies often require specialized training for their employees. When companies train their employees, firms will often utilize outside services or consulting firms. With many companies downsizing, many individuals face a mid-life career change. They need to learn new skills, but do not have the time or capital to return to school full time.

Both companies and individuals desire to gain knowledge of new technologies, but not necessarily in the traditional classroom setting with the pressure of homework assignments and tests. While St. Charles County Community College …

The Downsizing Of American Corporations: Have They Gone Too Far?, Patricia A. Sturm

Theses

This thesis will focus on the study of corporate downsizing and its impact on Americans and American businesses. Has it really been the cure-all that most top executives believe it to be, or is it simply a temporary fix that creates additional problems? Whatever the answer, this phenomenon, which began in the early eighties and still exists today, has changed the way corporations do business and the way Americans feel about their jobs.

Over the years executives have made many mistakes as they took a slash and burn type of approach toward eliminating jobs. They found that although this method …

The Impact Of Self Directed Work Teams On Organizational Performance, Wanda M. Roane

Theses

This is an expository study that will examine organizational problems that have contributed to the declining health of north American businesses. It will further identify a treatment approach, that when strategically applied can improve a business' performance and ultimately its ability to compete in global markets.

For many years North American Business have operated under a paradigm that embraced the belief that bureaucracy was the best organizational form to achieve business success. Research indicates that bureaucracy, and its failure to focus on people and the role that they play has been a leading cause to the decline in business. Many …

Marketing Student-Athletes, Susan Emilie Sagara

Theses

This thesis explores the increasingly strategic role of parents and student-athletes in marketing themselves for collegiate athletic scholarships. Focusing primarily on high school athletes aiming to secure positions in college athletic programs, Sagarra argues that recruiting is not just the domain of coaches and scouts—it is a business-like endeavor that requires active family involvement. The project examines how athletes and their families can take initiative to promote both academic and athletic qualities, navigate NCAA and NAIA recruiting rules, and leverage external resources such as coaches, scouting services, and media. It discusses the pressures athletes face—emotionally, academically, and socially—and how informed …

Lindenwood College Football 1990: A New Tradition, Jay Keith Murry

Theses

This LCIE Culminating Project will exhibit the skills that I have gleaned from my courses in the LCIE Master of Science degree program in Mass Communication. My project will incorporate the fundamentals of video production, documentary journalism, photojournalism, documentary film/ video production, and what I learned from my internships at KMOV-TV and KMOX-AM.

I have completed a videotape presentation depicting the highlights of Lindenwood College's first varsity football season. This topic was chosen for three reasons: (a) I was able to combine my acquired skills with my interest in sports broadcasting and journalism, (b) I still was able to display …

Achieving Complete Customer Satisfaction, Marilyn K. Haag

Theses

The term customer service has changed in meaning over the years. There was a time when it suggested an unpleasant experience for both the customer and the business. Employees tried to avoid complaints because they weren't educated in how to handle them. Over time, customer service evolved into a much broader meaning as companies noticed that the leaders in their industry provided service as part of the sale. When companies began to change their own way of doing business, they began to see profits associated with offering service with the sale, and they found that it can be the "secret …

Violence In The Womb, Violence In The World: The Effects Of Fetal Exposure To Alcohol, Drugs, And Nicotine, Aileen R. Wynne

Theses

This project will focus on prenatal substance abuse and the long term adverse effects of birth defects in the offspring of these women. The focus will discuss a relationship between the drug exposed fetus as a predictor of later development of behavior problems , running along the continuum from antisocial behavior to aggression and violence.

Research will show that of the three leading contributors to birth defects , Fetal Alcohol Syndrome is number one, greater than Downs Syndrome and Spina Bifida. The risk factors of prenatal substance abuse will be described as use of alcohol , other drugs , and …

The Relationship Between Mind Altering Substances And Aggressive Behavior, Keith A. Leonard

Theses

The relationship between aggressive behaviors and substance abuse was examined using subjects placed on probation for assault in St. Louis County. These subjects were administered the Substance Abuse Questionnaire, at the probation office, within seven days of sentencing . The Substance Abuse Questionnaire, designed to assess behavior and risk for behaviors including aggressivity, has a validity scale which measures how truthful the individual was while completing the test. Those subjects whose scores on the Substance Abuse Questionnaire were determined to be valid, were considered in this research. The purpose of this research was to examine whether the introduction of legal …