Digital Commons Network^™

A Case Study Of Formal Training Of The Front Desk Agent In Rochester/Monroe County, New York, Nicole Marisa Harley

Theses

The hospitality industry is a billion dollar industry based upon customer service. Measure of quality service is an intangible concept based upon the perception of the customer. It is the industry's front-line employee that has the responsibility of fulfilling the perceived image of service the guest has envisioned. In 1991, industries throughout the U.S. budgeted 43.2 billion dollars to be spent on formal training of its employees. The dollar commitment made to training exemplifies a companies commitment to its employees and customers. The formal training of the front desk agent bares the same commitment. In this study is was assumed …

Identification Of Patterns And Characteristics Dealing With Private, Public, And Corporate Philanthropic Agencies Which Support Hotel, Food, And Travel Related Programs, Jeffrey N. Rowoth

Theses

The objective of this paper is to examine and compare the extent of support given by philanthropic agencies in the United States to college programs offering undergraduate and graduate degrees in Hotel, Food, and Travel Management. A focused sample was asked about certain characteristics surrounding their giving patterns to determine if there was an even distribution of financial support. The findings show that there is a high correlation of support directed to four year B.S. programs in public and private colleges.

The Treatment Considerations Given To Black Sexually Abused Victims, Twana Lee Cooks-Allen

Theses

A sample of Black females who had been identified as victims of sexual abuse, were interviewed regarding their victimization experiences and psychological treatment. An examination of the research literature on black sexually abused victims and the treatment considerations provided to them was also explored. There are significant differences that emerge between the literature search and research studies of white victims, versus black victims. Explanation of the association between race, or ethnicity and psychological treatment services and protocols are explored. Recommendations for psychological services for black victims and their families are discussed .

Options And Limits In A Woman's World, Teresa A. Davis

Theses

This is a study of women who are ascribed the role of mother, but who would also like to pursue a satisfying career. These women experience multiple demands when trying to fulfill these multiple roles. The study focused on how women integrate motherhood and employment. The methodology employed in this study was qualitative. Information was solicited through the use of informal personal interviews conducted by the researcher. A single hour interview was conducted with each participant in the research project. The sample consisted of 10 full - time working mothers who volunteered to participate in the project.

The purpose of …

Employee Turnover: Housekeeping Department Of Rochester Hotels, Monica Nyamusa Tembi

Theses

This study was undertaken in order to ascertain the high rate of turnover and to find out the causes of turnover in the housekeeping department of Rochester hotels. The survey population was made up of housekeeping employees from 17 hotels. Information for the study was from responses to a four page questionnaire that was designed and later approved by the Rochester Hotel and Motel Association. Data gathered was computed using the Statistical Package for the Social Sciences, (SPSS) . Statistics generated showed the response rates to each question. Responses were later used to do cross tabulations in order to find …

The Level And Extent Of The Need For Workshops To Be Presented On Alcohol And Substance Abuse From The Black Cultural Prospective, Amelia I.G. Massie

Theses

The purpose of this research was to identify and assess the level of alcohol and substance abuse among the elderly. The primary focus was on the Black Elderly Community. The The secondary purpose was to determine the importance of an alcohol and substance abuse workshop for the Black Elderly Community.

The results suggested that a workshop was indeed needed for the Black Elderly Community. A workshop was designed using the data collected from the research.

Problems In Assessing And Treating Childhood Emotional Disorders: A Modest Proposal, Bettu Ann Parnell

Theses

This study is concerned with the difficulty of assessing and treating childhood emotional disorders. One may ask, "Why is it so difficult when there is a plethora of trained professionals to treat and assess these children and their families?" The author hypothesizes that, typically, these families see many professionals in their search for help, but the path becomes cluttered with different diagnoses, labels and a lack of congruence in making all the pieces of the puzzle fit for the child and family. Often, a family needs not only psychological help, but medical and educational assistance through the mental health system …

A Relationship Between Birth-Order Position And The Incidence Of Eating Disorders, Mary Weber

Theses

Eating disorders, bulimia, anorexia, and compulsive eating are a rising concern for the female population as they currently affect women in almost epidemic proportions. Research has enabled us to categorize like-characteristics among those clients who are affected as well as, to develop with some consistency, portraits of the family systems in which these patients develop their symptoms.

A key factor in the family structure is the role that each sibling assumes, which is often directly influenced by the ordinal position of their birth in relationship to their siblings. Research has also identified a categorical profile of characteristics associated with each …

The Impact Of Organizational Shape On The Intrinsic Job Satisfaction Of White-Collar Workers, Bernie L. Alexander

Theses

This thesis focuses on the study of job satisfaction and the impact of organizational shape on the intrinsic job satisfaction of white-collar workers.

Research has attributed the decline in white-collar job satisfaction to such things as over-complex organizational structures, broad spans-of-control and job specialization.

The purpose of the present study is to investigate the possibility that, within a corporate setting, there is a difference between the intrinsic job satisfaction of white- collar workers who are employed by flat, decentralized organizations and those who work for tall, centralized organizations. Specifically, it is hypothesized that white- collar workers of flat, decentralized organizations …

Tenant Participation In Management: A Model For Organizing Tenants In Public Housing Toward A Cooperative Home Ownership Program In St. Louis, James C. Robinson

Theses

This thesis will focus on tenant participation in the development of tenant management in St. Louis Missouri's public housing., why the home ownership program occurred, the federal government's plans to utilize tenant management corporations in public housing, to manage and covert to a home ownership program; and how tenant participation in managing public housing has improved the living conditions and the quality of their lives. Without tenant participation in managing and organizing a home ownership program there is little or no chance of the program being successful. Tenant's participation in management is the key ingredient to the successful turn around …

Adjusting Property Values For Power Lines: An Exploratory Study, Robert T. Hirst

Theses

For thirty years researchers warned of potential danger,3 oi electromagnetic fields ( EXF) near electrical power lines and substations. The Environmental Protection Agency is presently reviewing the research to date to see if a substantial health hazard from EMFs threaten public health.

The Appraiser studied two subdivisions built 1985- 87 in Brentwood, Tennessee to see if EMF publicity stigmatized 6 homes adjoining TVA transmission lines right of way (AT) by decreasing expected s ales price compared to 44 homes not adjoining right of way (NAT).

In this small sample of convenience (6 AT subjects), two sold before 1989 at a …

The Effects Of Spousal Career Status On The Decision To Offer Promotion, Gregory B. Holder

Theses

The purpose of this study was to investigate the possible relationship between the career status of a female employee's spouse and her promotability. Previous research has suggested managerial bias against dual-career marriages based on assumptions regarding geographic mobility and commitment to career (Rosen, Jerdee, and Prestwich, 1975; LeLouam and Decotiis, 1983). Expanding on this premise, 60 managers from a large, regional corporation were enlisted. Each manager was given a brief series of personnel decisions to rate on a four-point scale ranging from 1 (certain denial) to 4 (certain approval). One of these decisions concerned whether or not to offer a …

The Effect Of Psychosocial Factors On The Immune Response Of Hiv Infected Individuals As Measured By The Extent Of Relationship With Cd-4 T Cell Count And Physical Symptoms, Richard R. Taylor

Theses

The effect of psychosocial factors on the immune response of HIV infected human subjects was assessed by measuring the degree of relationship to CD-4 T cell count and physical symptoms.

Twenty six participants (22 white and 2 black males) all who had been diagnosed as HIV positive completed a battery of 11 psychological tests and a social and medical history questionnaire. Fifty four psychosocial factors were selected as having the potential to have a significant effect on immune response.

Correlational analyses yielded no strong relationships between the psychosocial factors and CD-4 T cell count or physical symptoms. Moderate associations were …

The Family Dance Model: A Definition And Comparison With The Beavers, Olson, And Mcmaster Models Of Family Functioning, Lyle V. Turnage

Theses

This study explored the hypothesis that married couples have ways of relating to each other which are peculiar to their relationship; and that other couples operate under the same or similar patterns of relating.

"Patterns in family relationships are often referred to as dances." (Lerner, 1990). Dances are determined by the music played, the manner of dress or costume, physical movements, and the tempo or beat (Chujoy & Manchester, 1967). Family dances are also recognized by physical interactions or movements, appearance or dress, and the beat of family messages. The family dance model will use names of dances such as …

An Analysis Of The Consumer's Perception Of Pricing At Save-A-Lot Food Stores, Walter S. Jones

Theses

This study focused on Save-A- Lot retail grocery stores and why consumers shop at these types of stores.

Save- A- Lot stores are limited- assortment retail grocery stores. In todays fast-paced society, with many two-income households, consumers are always on the go. Many shoppers are looking for one- stop shopping capabilities, service departments, and stores that are open late hours. If this is the case, then it would be logical to believe that consumers would not shop at Save-A-Lot stores. Save-A-Lot stores offer very little service, shorter hours than conventional stores, and they claim to only offer the consumer 90% …

Assessing How The Catholic Church (At The Parish Level) Meets The Needs Of The Frail, Elderly, And Handicapped In The St. Louis Archdiocese, Joann C. Hermann

Theses

All Catholic churches of the St. Louis Archd1ocese were the focus of a study conducted to examine how the church meets the needs of the frail, elderly, and handicapped on the parish level. A total of 227 parishes were included 1n the survey; of these 138 responded to the questionnaire. A significant relationship between income of the parish and physical structural improvements to accommodate the frail, elderly and/or handicapped was not indicated. A significant difference between the number of male and female volunteers was not found. However, there were significant findings to support the hypothesis that Pastors and the Catholic …

A Group Art Therapy Program For Use With Adolescents Who Have Been Victims Of Incest, H. Alec Arnold

Theses

This project represents the development of a manual for the application of art therapy activities in group therapy with adolescents who have been victims of incest. The treatment model presented in the manual is based on the need of incest victims to be able to articulate and abreact the feelings associated with their abuse within the context of a supportive and empathic relationship.

This need serves as the basis for this model for two principal reasons. In the act of incest victims are treated with complete disregard for their feelings and needs. Victims are treated as objects to be used …

Effect Of Low Level Radiation On The Barrier Qualities Of Spunbonded Olefin, Samir A. Sheth

Theses

Medical packages have to meet highly specific criteria over and above other types of packages. Protection of contents from microbial contamination and physical damage is a priority. The permeability to sterilizing gas; retention of properties and appearance after sterilizing radiation; printability and aseptic presentation all have to be present at reasonable cost. The most important is maintenance of sterile integrity. In order to have sterile integrity, the medical package must have high barrier properties. Sterility maintenance is the ability of porous packaging materials to act as barriers to microorganisms. The random non- woven structure of spunbonded olefin creates a highly …

The Transportation Of Hazardous Materials, Songsamorn Kongboonma

Theses

Effective January 1, 1991, both international and domestic hazardous materials must be transported according to the shipment required by the United Nation Recommendations (UN Recommendations). This mandate to follow the UN Recommendations has caused a lot of confusions for packers, shippers and shipping agents. Due to the confusion surrounding the use of this document, this thesis provides a basic guideline and complete instructions on how to handle hazardous materials smartly and safely. Not understanding the regulations involved in hazardous material movement could result in much confusion in dealing with these type of materials. These analysis will clarify such areas as …

Vowel Recognition Using Kohonen's Self-Organizing Feature Maps, Anand R. K. Sundaram

Theses

An important organizing principle observed in the sensory pathways in the brain is the orderly placement of neurons. Although the neurons are structurally identical, the specialized role played by each unit is determined by its internal parameters that are made to change during early learning processes. In the human auditory system, the nerve cells and fibres are arranged in a manner that would elicit maximum response from the neurons when they are activated. Although most of this organization is genetically determined, some of the high level organization is created due to algorithms that promote self-organization. Kohonen's self-organizing feature map is …

A Knowledge-Based Approach To Understanding Natural Language, Bernard J. Huber Jr.

Theses

Understanding a natural language requires knowledge about that language as a system of representation. Further, when the task is one of understanding an extended discourse, world knowledge is also required. This thesis explores some of the issues involved in representing both kinds of knowledge, and also makes an effort to arrive at some under standing of the relationship between the two. A part of this exploration involves an examination of some natural language understanding systems which have attempted to deal with extended discourse both in the form of stories and in the form of dialogues. The systems exam ined are …

An Object-Oriented Drawing Package In Smalltalk/V, Sigrid E. Mortensen

Theses

Graphics creation applications tend to fall into two categories: bit-mapped paint packages, and object-oriented drawing packages. Although each interface has its own unique advantages, few vendors have attempted to integrate the two into a single package. Those who have tried have, in fact, poor integration both from the user's perspective and in the underlying mathematical model. In this thesis, I have addressed the issue of integrating bit-mapped and object-oriented interfaces by creating an object-oriented graphics package which provides the user with a consistent interface for creating and manipulating both graphical objects and bit-mapped graphics. The consistency of the interface was …

Astronauts And Xingu: An Exhibition Of Cultural Ideograms, Edward Mineck

Theses

The intention of my thesis is to alter some of American culture's prevailing sentiments on the relationship between: masculine and feminine; visceral and cognitive; natural and technological; as well as altering perceptions of the loci of power in our culture. The thesis exhibition was composed of seventeen gum bichromate assemblages composed of elementary images appropriated from popular media. Each composite piece is a recontextualization of extant representations. I have taken things from their typical or original context and re-presented them in a context that I have selected and directed. The new relationships established among the appropriated component images and the …

Trends Of Eom, B(A)P, Sulfates, And Nitrates In Air-Borne Particulate Matter In Eleven Proximate Locations In New Jersey During 1988, Sathish Pushpala

Theses

Air-borne particulate matter was collected at eleven proximate locations in New Jersey during the year 1988. Particulate matter was extracted in cyclohexane and acetone to separate non-polar and polar components. Particulate matter was also analyzed for B(a)P, Sulfates and Nitrates.

This report presents the inter-site and intra-site variation of concentrations of pollutants between summer and winter seasons. Levels of B(a)P varied from 0.12 to 0.03 ng/M³ between urban and rural sites. During winter, B(a)P concentrations were 5 times more than summer. Concentrations of Cyc which represent mostly primary pollutants, were found 3 times lower in rural sites. Ace fractions …

The Dewaterability Of Anaerobically-Digested Sludges, Hui-Ching Lee

Theses

Vacuum filtration is the most common method used for sludge dewatering. Filtering or dewatering was operated to reduce the moisture content of the sludge after anaerobic digestion treatment.

The main purpose of this study is to determine the effect of the operating conditions of anaerobic digestion system on specific resistance in sludge filtration. The anaerobic sludges used for the present study were produced from the conventional single stage system and the multiple-stage system. From the experimental results, presently obtained that it is possible to compare the advantage and disadvantage of the two different digestion systems.

In addition, the effectiveness of …

How Effective Is The Union Title Vii Grievance Procedures, Yu-Wen Liu

Theses

Title VII forbids certain kinds of discrimination in employment and establishes a federal forum to enforce employee's rights. It means an employer discriminates against any individual in hiring or discharging, because of such individual's race, color, religion, sex, or national origin.

It has been a long time to use Title VII in unlawful practice employment. Therefore, in my thesis, I investigate the development of labor law, special for the development of Title VII of the Civil Right Act of 1964. Secondly, I emphasize on the individual and union that they can effectively make use of their rights under Title VII. …

Stabilization/Solidification Of Organic Containing Wastes Using Organophilic Clay And Coal Fly Ash, Edith Lagoutte

Theses

The relative merits of eight different coal fly ashes for use in the stabilization/Solidification of a waste containing both heavy metals and pentachlorophenol were investigated. Also studied, was the possible use of either untreated or treated (with hexade-cyl ammonium bromide) clay to enhance the stabilization of the organic. The sample composition was : 62% foundry baghouse dust (or 60% if 2% clay as added to the sample), 4.5% cement, 14% coal fly ash, 19.5% water. Pentachlorophenol was chosen as represen¬tative of the organic contamination. All tests were performed after curing the samples at 22°C, 98% Rh for 28 days. The …

Recycling: Separation Of Major Thermoplastics From Postconsumer Plastics Stream, Rafael A. Rodriguez

Theses

The complete process for separating Low Density Polyethylene (LDPE), High Density Polyethylene (HDPE), Polyvinyl Chloride (PVC), Polypropylene (PP), Polystyrene (PS), Polyurethane (PU), and Polyethylene Terephthalate (PET) from a mixture of postconsumer plastics materials was presented. The driving forces considered to achieve separation were different densities and selective solubility of plastics in specific solvents.

The proposed process separates Polyurethane and Polystyrene by using aqueous solutions of different densities. On the other hand, the other five plastics are separated using solvents.

Diagrams showing streams and plastics separation in each unit were discussed. Individual material balances for each step were performed for a …

Emergency Preparedness : Disaster Planning For Health Facilities, Narendra R. Patel

Theses

There seems little that can be done to eradicate or even control natural disasters, considering the current state-of-the-art. If nothing can be done to prevent them, we must be prepared to cope with them whenever they do occur.

One possibility for greater assurance that hospital will properly accomplish its post disaster mission is an up-to-date, well-thought-out " Hospital Emergency Preparedness Plan." A well written and rehearsed disaster plan is essential for the proper and timely care of casualties arising from an internal or external disaster.

This thesis attempts to bring together many widely dispersed studies, disaster experiences and principles that …

The Use Of Self-Managed Teams In Service Industries, Henry F. De Mena

Theses

Self-managed teams in business and industry are groups of workers assigned to perform a complete function in the operation of their company. ream members, when well-trained and multi-skilled, are flexible enough to rotate between positions as needed and to perform the various tasks which compose the complete function. The teams are autonomous, in that they manage themselves. Team leaders are resource persons, not directors. The organizations in which they are used are flat (managerial-wise) since little middle management is required.

Such teams are not uncommon in manufacturing industries. As yet, however, they are less frequently found in service industries, even …