Digital Commons Network^™

Decision Making In A Nonprofit Organization: A Case Study, Mary J. Petersen

Theses

Nonprofit organizations which are guided by volunteer boards generally do not apply business practices to decisions which have long range consequences for their organization or even for the industry they represent. The purpose of this study was to apply feasibility study guidelines to a decision facing the American Culinary Federation to expand its scope of accrediting activities to include culinary arts programs at the secondary level. A Task Force was assembled and guided through three meetings using methods of brainstorming, problem stating, analysis, and feedback mechanisms (both internally and externally). The study was concluded prior to final recommendations by the …

Mystery Shopping As A Service Quality Improvement Tool: Developing A Comprehensive Program For An Economy Motel Chain, Robyn L. Schultz

Theses

Organizations in all industries have discovered the importance of understanding customer needs and meeting or exceeding those needs through superior customer service. The hospitality industry, as the predominant service industry, has a particular responsibility to maintain high levels of customer satisfaction. An evaluation tool which all allows organizations to see their performance from the customer's perspective is mystery shopping. This project explores the systematic development and implementation of a mystery shopping program which is based on operational objectives and points to training needs in an economy motel group. While almost always a useful evaluation tool, the power of mystery shopping, …

Benchmarking Cross-Functional Teams In The Car Rental Industry, Iris Wolfson

Theses

The focus of this study is on the benchmarking of the use of cross-functional teams within the car rental industry. An in-depth look at the use of cross-functional teams in the car rental industry to determine if (1) cross-functional teams are present and (2) which car rental agency, if any, is the best in class. Focus is placed upon the identification of quality customer service in this industry through the use of four scenarios. A questionnaire was designed to determine the usage of cross-functional teams in the car rental industry. Five car rental agencies were studied. They are Alamo, Avis, …

The Effects Of Tourism On A Third World Country: A Case Study - Guyana, Monetta Edwards

Theses

The purpose of this study is to evaluate the impact of tourism revitalization on a developing country's (Guyana) economy.

Evaluating The Controversial Issue Of The Value-Added Tax, Jacqueline Ferrin

Theses

The purpose of this study was to introduce the value-added tax to many of us who have never heard these words. This study also encourages the United States to change the tax laws to introduce a value-added tax into the United States. Proposals of the value-added tax include: reducing the federal deficit, achieving global competitiveness, and to fund a national health care program. All of these issues are of top concerns of the federal government. By introducing the growing industry of Travel and Tourism, it is demonstrated how this industry could help the federal government achieve some of the proposed …

Service Recovery: A Case Study, Sharon Lynn Yockel

Theses

This case study examines the readiness to implement a successful service recovery program in a culture that has operated as a monopoly for many years. Zemke's (1995) Recovery Readiness Inventory is used to survey a pilot group of 200 employees who have regular contact with customers. The survey shows that all the necessary policies and procedures are not in place and the culture is not ready to support the service recovery program. This conclusion is drawn from the survey scores. The minimum comfort zone score set by Zemke (1995) is achieved for only 1 category.

An Analysis Of Customer Service Orientation In A New York State Qsr Chain: A Case Study, Ram Nabar

Theses

This is a case study about a fast food company whose aggressive growth in the past has left it vulnerable and unable to cope with the results of its expansion. This quickservice restaurant chain has been lauded by many business gurus for its innovation, efficiency and its focus on customer service. In the areas with Team Managed Units in place, customer satisfaction went up, and crew turnover went down. The hectic pace of change within the organization, however, is creating uncertainty and insecurity, making it impossible to function without true leadership taking over at the helm of the organization. The …

A Naturalistic Inquiry Into The Experience Of Job Loss, Kathryn Desai

Theses

This research paper is the result of a "naturalistic inquiry" to explore job loss, as experienced by displaced senior managers of the Long Term Care System in Ontario, in 1997. The purpose of the study is to describe the experiences of a group of downsized Home Care and Placement Coordination managers, who lost their jobs in the transition to Community Care Access Centres. The methodology included the use of focus groups and in-depth interviews (which were tape recorded), to collect the data from a sample of volunteers across the province. This qualitative study validated other research, which has demonstrated that …

Comparative Analysis Of Marketing Software Programs: A Case Study, Judy Y. Lin

Theses

This study is a comparative analysis of 2 different marketing and sales software programs. An economy hotel located in Albany, New York is used for the case study. The purpose of this study is to determine whether or not either of the software programs can properly market the hotel taking into consideration the components the managers at the hotel want to see in a marketing program. Each of the programs is tested one by one using the data from the hotel and surrounding area. Once the programs are completely analyzed, a recommendation is made on which program is used for …

Changes In Employee Turnover In Housekeeping Department Of Rochester Hotels: 1991 Vs 1996 Case Study, Hsiang-Mei Chien

Theses

As employee turnover is still one of the most critical issues facing the hospitality industry, the study is done to find out if reasons for employee turnover in housekeeping department among Rochester hotels have changed from Monica Tembi's 1991 study to 1996. A convenience sample was selected for this study. The survey population was 12 hotels and motels that are members of the Rochester Hotel and Motel Association. The questionnaire was designed by Monica Tembi and later approved by the Rochester Hotel and Motel Association. It is a four-page questionnaire. The data gathered and analyzed are used the Statistical Package …

Overnight Accommodation Operation Feasibility Study For The University Club Of Rochester: A Study Of The Potential Market And Its Service Expectations, Karen Boilesen

Theses

The purpose of this study is to evaluate the feasibility of renovating and profitably operating overnight accommodations at the University Club of Rochester. This was accomplished by developing a comprehensive survey to analyze the overnight accommodation operations of university clubs sharing reciprocal arrangements with the University Club of Rochester. Customer base, occupancy rates, room amenities, club services, and overnight staffing requirements were addressed. The results revealed minimum in-room amenity and club services expectations of a guest from a reciprocal club. Additionally, the number of non-resident club members and the number of guests whose travel purpose was business positively affected occupancy …

Qs-1000 Vs. Comment Cards: A Study Of Measurement Effectiveness, Jennifer Baker

Theses

This study is a comparison of typical customer comment cards in comparison to the QS-1000 survey computer. Each of these instruments can be used to gather data from customers regarding their opinions on service. As compettion throughout the service industry increases, the need for businesses to obtain data from their customers is more significant. Service organizations must also find ways to gather this data at a relatively low cost to themselves. Each of the above survey tools will enable an organization to collect data from customers. The study details collection from two samples and concludes on which is more effective …

The Politics Of Tourism In Turkey: 1963 To 1995, Ahmet Koroglu

Theses

Not listed.

Does The Media Influence People's Perceptions About Turning Stone Casino?, Susan Gleason

Theses

The purpose of this study is to examine the media coverage of the Oneida Indian Nation's Turning Stone Casino and the effect it may have upon public perceptions. A convenience sample encompassing a 30-mile radius of the casino was taken. The results of the survey were indeterminate, however it may be deduced that the media does play a role in public perceptions regarding the casino ~ a more extensive survey may be able to give a more through understanding of this issue.

Marketing Of Bed And Breakfasts: A Study In Advertising And Promotions, Marc Lubetkin

Theses

The purpose of this study is to identify and scale advertising and promotional characteristics used most frequently by Bed & Breakfasts (B&B's). The study involved 2 surveys that questioned both Managers and Guests of B&B's from Professional Association of Innkeepers International member properties. The surveys were conducted 9/96-4/97 for the preceding calendar year. Advertising and promotional characteristics were cross-tabulated with B&B qualifiers such as the size of the property and occupancy rates. The study found that the following characteristics were used most frequently: Word of mouth, B&B guide books, Mobil & AAA, the Internet, chambers of commerce, travel agencies, and …

Korean Conglomerates' Service Recovery Platform: A Rating, Hae-Jeong Kim

Theses

This is a research study rating ten major Korean Conglomerates' Service Recovery Platform. The study used self-administered test from Performance Research Associates to rate the platforms. The demographics indicate that the areas of business these conglomerates involve in are: Electronics, Machinery, Automobiles, Heavy Industry, & Shipping, Construction, Telecommunications, Information and Communication, Trading, Finance, Insurance, Hotels & Leisure, and other integrated businesses. The test consists of five categories; 1) Systems, Policies, & Procedures, 2) Evaluating Service Performance, 3) Customer Focus & Commitment, 4) Recognizing & Rewarding Service, and 5) Training & Support. The results are reported using scoring master sheet provided …

Strange Snow: A Director's Approach, David A. Quinn

Theses

This thesis examines Strange Snow, a play by Stephen Metcalfe, through the lens of a director's approach. It delves into themes of post-traumatic stress disorder (PTSD) among Vietnam War veterans and the challenges of reintegration into society, as portrayed through the experiences of the play's central characters. The author provides an in-depth analysis of the script, casting choices, rehearsal process, and production challenges, emphasizing the emotional depth of the story and the interplay between the characters. The thesis also reflects on the director's strengths, weaknesses, and personal growth, offering insights into the process of bringing a poignant narrative to …

Mergers And Acquisitions: A Primer For Successful Employee Transition, Jan Dunlap

Theses

This thesis will focus on the 'human side' of mergers and acquisitions. It will show the impact on employees and ways in which management can ease these employees through the transition.

Research has shown that there are many more failures than successes, when it comes to mergers and acquisitions. Even with all the failures that exist, mergers and acquisitions are more prevalent than they have been in the past. Everyday the newspapers, news casts and radio stations mention a merger that is in the works.

If mergers and acquisitions are going to continue, and research shows that they will, then …

Business Ethics...A Contradiction In Terms?, Kimberly Rose Crawford

Theses

Business ethics occupies a unique position in the field of ethics. It consists of uneasy applications of some very general ethical principles (ie: duty or utility) to rather specific and often unique situations and crises. Unlike the professions of medicine and law, business ethics is concerned with an area of hum.an enterprise whose practitioners do not, for the most part, enjoy professional status and whose motives, to put it mildly, are often thought (and said) to be less than noble. Breed is often cited as the sole purpose of business, and much of the history of business ethics, accordingly, is …

Patient-Focused Care: The Restructuring Of Healthcare, William E. Brown

Theses

This thesis will focus on the study of restructuring or redesigning the current healthcare delivery system. with a primary emphasis on the concept of patient-focused care. Patient-focused care is defined as the redesign of patient care so that hospital resources and personnel are organized around patients. rather than around various specialized departments.

An overview of the healthcare delivery system prior to 1980 pointed out that healthcare expenses were increasing at far too rapid a rate. The number of Americans without healthcare benefits was climbing and medical record management was out of control. Hospital information systems were obsolete and professional territorialism …

Vibration Analysis Of Textile Air Distribution Systems, Alan Bateman

Theses

Textile air-distribution systems are air permeable materials used for air delivery applications where problems associated with solid steel ducting, such as condensation, local draughts, noise and hygiene are to be eliminated. The aim of this project was to investigate the causes of duct wall vibration in textile air-distribution systems. This was undertaken by consideration of the three aspects of a fluid dynamics problem; a) theoretical analysis, b) experimental analysis and c) analysis using Computational Fluid Dynamics.

The aspect of textile air-distribution systems is still at an infancy stage and no publicised research was encountered in this area. Thus, the approach …

The Treatment Of Vegetable Processing Waste Water Using A Pilot Scale Sequencing Batch Reactor Activated Sludge Process, Peter Hassett

Theses

The SBR process is a discontinuous, unsteady state process and has developed popularity in many countries assisted by reliable control technology for example programmable logic control. A typical SBR installation achieves equalisation, aeration and clarification of batches of wastewater on a timed sequence in one basin. This is in contrast to a volume sequenced process such as the conventional continuous stirred tank reactor where individual treatment objectives are met in separate basins. Advantages include, flexability, minimum energy input, consistent effluent quality and inhibition of filament organism growth by properly controlling substrate concentration and aeration sequences. Nitrification, denitrification and Bio-P removal …

Fragments: Of Nature, Of Myself, Jan Groenemann

Theses

Unavailable.

Employee Motivation: What Works, What Doesn't, Michelle A. Koenig

Theses

Corporate America has seen a multitude of changes in the last century, but the change with the greatest impact is that of the employees. In the 'old' days, it was an employer's market. Employees felt lucky just to have a job. Companies did not spend time or money worrying about whether or not their employees were happy or motivated. The majority of jobs required manual labor and little or no education. This made replacing an unhappy or unmotivated worker much easier. In addition, there weren't as many U.S. or foreign companies competing for employees.

In today's competitive market, hiring and …

Taoist Medical Practices In Taiwan, Da-Chen Sun

Theses

Taiwan has a strange combination of Taoist practices, high education rate, and quality of medical care. This thesis will explore the various, aspects of Taoist medical practices and identify the root and future of Taoist medical practices in Taiwan.

There are various types of Taoist medical methods and each one has developed its own distinctive system. We will focus on how Taoist medical practices fit the needs of the society.

Various theories including mental, classical, and superstitions, advantage and disadvantages in analyzing Taoist medical practices in Taiwan. The mental theory, which focuses on the psychological analysis, belongs to the sphere …

Effects Of Training And Contact On Decreasing Ageism In Mental Health Professionals, Kristen Lyn Nachtmann

Theses

Advances in research on attitudes towards older adults can productively be applied to the problem of professional ageism. In this study a group of 50 mental health professionals ranging in age from 19-65 with 21 being male and 29 being female responded to a questionnaire entitled Aging Opinion Survey. This survey requested the subjects' opinions concerning three topics: stereotypic decrement, personal anxiety towards aging, and social value of the elderly. This was matched with their level of training in gerontology and contact with this population. ln general, subjects with higher levels of contact and training had a more positive opinion …

Motivating And Leading Today's Workforce, Janet Brown-Mitchell

Theses

This thesis will focus on the study of motivation tactics used by American companies in reaching their two most important goals - goals which are one, to grow and expand by increasing profits and two, to stay in business.

Organizations are finding that they cannot survive and prosper merely by laying off employees and restructuring . Events are unraveling at a dramatic pace, and businesses are no longer able to compete globally.

Companies must begin to think long term if they are to meet their goals. Downsizing and restructuring are resulting in poor employee morale, and reduction of quality in …

The Measurement Of Angiotensin-Converting Enzyme In Human Serum, Andrew P. Kenny

Theses

The measurement of angiotensin converting enzyme using the substrate FAPGG was investigated with a view to optimising its performance. It was found that a 100 mnol/l triethanolamine-HCl buffer gave a significantly higher absorbance change then the existing TRIS-HCl in the method. As this buffer has not been previously described in the measurement of ACE it was decided to introduce this buffer into a kinetic procedure and evaluate the modified method. The reference interval for the triethanolamine Method was determined by measuring the ACE activity on 200 serum from blood donors and a significant difference (P < 0.05) in the SACE activity of male and female donors was observed.

The modified method was found …

An Analysis Of Printed Circuit Boards During Reflow Soldering., Paul Barry

Theses

Electronic manufacturing is currently one of the fastest growing industrial areas. This is due to the rapid advances in the computer and telecommunications sectors. Due to these advances, new surface mount devices have been developed to achieve greater miniaturisation at lower costs. As a result, a new surface mount technology has been developed to mount these devices onto printed circuit boards. However, problems exist with aspects of this process, principally open solder joints which result from circuit board warpage. The aim of this thesis is to undertake a) both an experimental and theoretical investigation of the reflow solder process and …

Expert System For The Generation Of A Work Breakdown Structure, Bernard O'Callaghan

Theses

This thesis outlines research work carried out in the Mechanical & Manufacturing Department in Cork Regional Technical College, Ireland. With computers now having an increasingly dominant role in all areas of business, it was inevitable that computer-based project management packages would become more popular. To date however, these packages have concentrated on monitoring and controlling projects. The definition and brainstorming phases required to generate a project plan are still largely manual tasks. Planning a project initially involves generating a complete and organised list of all the tasks needing to be completed in order to achieve a project’s goal. This list …