Digital Commons Network^™

The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, And Revenue, Robert Lee Simmons

Walden Dissertations and Doctoral Studies

Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The service director for the subject organization provided the data for the study via data extracts …

Crisis Preparedness Of Leadership Behaviors Among Elected Leaders During Hurricanes, Fredric Marc Francis

Walden Dissertations and Doctoral Studies

Crisis preparedness is the responsibility of every person, business, and leader, and leadership behavioral skills are an essential characteristic of crisis preparedness. The purpose of this case study was to explore the decisions of elected leaders along the Gulf Coast during Hurricanes Katrina and Ike in order to understand their leadership behaviors in crisis preparedness. The conceptual framework was based on the emergency management theory presented by McEntire in 2004, which helped to define the necessary components for leaders' successful crisis preparedness. Data were collected through interviews with 5 members from the National Emergency Management Agency along with a document …

Young Adults' Perceptions Of High School Graduation Success And Long-Term Juvenile Incarceration, Simone Patricia Garwood

Walden Dissertations and Doctoral Studies

Officials in the juvenile and public education systems are working to address the education gap for incarcerated juveniles and to implement turning point programs. The purpose of the phenomenological study was to understand the lived experiences of previously incarcerated young adults and their perceptions of graduation success and long-term juvenile incarceration. Bronfenbrenner's ecological theory, Ryan and Deci's self-determination theory, Merton and Agnew's general strain theory, Homan's theory of exchange, and life course theory informed this study. Research questions were developed to understand the experiences and perceptions of young adults related to graduation success during or after juvenile incarceration. Convenience, purposive, …

Perceptions Of Live Experiences Of Clinical Pastoral Education Students, Brenda Perry Wallace

Walden Dissertations and Doctoral Studies

This qualitative case study addressed the problem at a West Indies theological college that lacked the ability to provide courses for spiritual care training by using the teaching methodology of clinical pastoral education (CPE). CPE is an experiential process using a clinical method of learning to interpret human conditions. Spiritual care training through CPE teaches clerics how to help persons find meaning in life's situations and make connections with their God. Guided by the frameworks of transformative learning and critical theological reflection, this study explored the lived experiences of 5 purposefully selected CPE students who participated in 1 unit of …

Elementary Teachers' Perceptions Of Response To Intervention And Classroom Instruction, Lora Coonce

Walden Dissertations and Doctoral Studies

Response to intervention (RTI) is a federal program created to improve student learning and reduce the number of students misidentified as needing special education services. Differing interpretations of how best to implement RTI between campuses and districts have resulted in teachers' confusion and misperceptions of the program. The purpose of this study was to understand how elementary classroom teachers' perceptions of RTI affect classroom instruction. Based on Gagne's instructional theory and Bruner's theory of constructivism, the study examined the perceptions of 10 classroom teachers in 2 low socio-economic elementary schools. The study examined how RTI forms and protocols, administrative leadership, …

An Exploration Of Wireless Networking And The Management Of Associated Security Risk, Helen Loretta Collins

Walden Dissertations and Doctoral Studies

The rapid expansion of wireless information technology (IT) coupled with a dramatic increase in security breaches forces organizations to develop comprehensive strategies for managing security risks. The problem addressed was the identification of security risk management practices and human errors of IT administrators, putting the organization at risk for external security intrusion. The purpose of this non-experimental quantitative study was to investigate and determine the security risk assessment practices used by IT administrators to protect the confidentiality and integrity of the organization's information. The research questions focused on whether the security risk management practices of IT administrators met or exceeded …

The Barriers Encountered In Telemedicine Implementation By Health Care Practitioners, Olantunji Obikunle

Walden Dissertations and Doctoral Studies

Patients in rural areas in the United States do not have adequate health care facilities for illnesses and injuries not serious enough for emergency care, but telemedicine could have a positive impact both economically and medically to control rapidly rising health care costs, which is a significant percentage of the gross national product. The purpose of this case study was to explore the barriers physicians encountered in telemedicine implementation. Participants included 4 physicians who took part in face-to-face interviews in a clinical setting in Ohio to explore strategies used in implementing telemedicine. The results of these interviews, coupled with observations …

Therapeutic Foster Parents' Perspectives Of The Efficacy Of Preservice Training, Mirae Jean Grant

Walden Dissertations and Doctoral Studies

Preservice training programs offered in a city in the Pacific Northwest have not been assessed to determine whether they adequately prepare therapeutic foster parents (TFPs). This phenomenological study identified factors that influenced the impact of preservice training on parents' preparation to manage their foster children's behavior, foster parent attrition, and multiple moves of the foster children. Chamberlain, Rork, McNeil, and Christenson's work linking training programs with the success of foster children was used to frame this study. Data were generated from semistructured interviews of 12 certified local TFPs who had completed preservice training and had at least one child placed …

Managing Negative Comments Posted On Social Media, Darci Wagner

Walden Dissertations and Doctoral Studies

Consumers use social media to share their service experiences, positive and negative. Some organizations lack strategies to respond to the negative comments, which can inhibit service recovery and harm the success of the organization. The purpose of this case study was to explore strategies used by social media managers to manage negative comments posted on social media sites. The study's conceptual framework was social exchange theory. Participants in Central Ohio were recruited through e-mail. Data were gathered by observing 2 social media marketers manage social media and by interviewing social media managers. Secondary data from the organization displayed the engagement …

A Proposal For The Development Of An Exercise Program To Treat Post Thrombotic Syndrome, Christy Jean Hansen

Walden Dissertations and Doctoral Studies

Healthcare costs continue to escalate and hospitals need to use programs that encourage cost effectiveness, reduce resources and staffing, and increase patient accountability for their own healthcare risk factors, comorbidities, and participation in their healthcare decisions. Post Thrombotic Syndrome (PTS) is a debilitating disease with few treatment options. Allowing patients to have shared decision making in a care plan for this disease process that involves an exercise program may be a significant factor in the success or failure of their own healthcare goals and outcomes. The development of a proposal for an exercise program for PTS should provide patients with …

Behavioral Operations Management In Federal Governance, Frederick Leonard Mobley

Walden Dissertations and Doctoral Studies

The environmental uncertainty of federal politics and acquisition outsourcing in competitive markets requires an adaptive decision-analysis structure. Practitioners oriented toward exclusively static methods face severe challenges in understanding qualitative aspects of organizational governance. The purpose of this grounded theory study was to examine and understand behavioral relationship attributes within intuitive, choice, judgment, or preference decision-making processes. The problem addressed in this study was the detrimental effects of organizational citizenship behavior (OCB), compulsory citizenship behavior (CCB), and social exchange theory (SET) on the acquisition management relationship The OCB, CCB, SET dictates that sound business development, relationship acumen, emotional intelligence and perceptiveness …

Examining The Impact Of Collaboration Between Probation, Victim Services, And Offender Treatment Providers On Domestic Violence Offender Outcomes, Cedar Stagner

Walden Dissertations and Doctoral Studies

Domestic violence, also known as intimate partner violence (IPV), continues to be an issue in the United States, despite various intervention approaches and efforts to improve them over the past 40 years. Even if IPV offenders attend treatment and pursue rehabilitation, current efforts appear marginally effective in reducing its reoccurrence. The purpose of this ex-post facto, comparative, quantitative study was to determine whether there was a significant difference in outcomes between male offenders (N = 126) who attended treatment programs that participated in a tripartite collaboration with probation and victim services versus offenders (N = 126) who did not. Bronfenbrenner's …

Factoring As A Financing Alternative For African Small And Medium-Sized Enterprises, Robert Lumbuye Tomusange

Walden Dissertations and Doctoral Studies

Small and medium-sized enterprises (SMEs) are the main drivers of economic growth and employment. African SMEs are constrained by a lack of access to finance. In line with the pecking order theory, capital-constrained SMEs are expected to seek external finance. However, due to credit rationing, African SMEs have limited success raising finance. Factoring could enable African SMEs to gain access to finance, as underwriters mainly place the risk on the receivables as opposed to the firm itself. Despite its benefits, factoring has not taken root in sub-Saharan Africa. The purpose of this phenomenological study was to explore the obstacles and …

Towards More Effective Teacher Professional Development Initiatives, Laura Sebastian Hooks

Walden Dissertations and Doctoral Studies

The No Child Left Behind Act (2002) and Race to the Top (2009) legislation have forged new school accountability measures and led to a sharp increase in demand for teacher professional development (TPD). However, data revealed that there is a disconnection between the training that teachers receive and its implementation, limiting its impact on student achievement. This qualitative case study's purpose was to reveal major barriers to TPD implementation and provide suggestions for crafting more impactful TPD. Based on the social constructivist foundation, this study sought to address the factors that increase teachers' receptiveness to more effective teaching techniques. It …

The Perceptions And Lived Experiences Of Leaders Practicing Mindfulness Meditation: A Phenomenological Investigation, Denise A. Frizzell

Walden Dissertations and Doctoral Studies

Despite the gap between the demands of the global work environment and the maturity of its leaders, minimal research exists on the trend of the practice of mindfulness meditation and the developmental experiences of leaders, thereby resulting in a growing divide between theory and practice. Consequently, leadership scholars have little understanding of how an increasing number of leaders experience mindfulness meditation. The purpose of this phenomenological study was to understand the perceived impact mindfulness meditation had on leader development for 20 manager-leaders who had a regular (at least 3 days a week) mindfulness-meditation practice. The primary recruitment strategy included outreach …

Physician Participation In Crowdsourcing: Effect Of Intrinsic And Extrinsic Motivation, Rod Gene Brace

Walden Dissertations and Doctoral Studies

Physicians must participate in developing medical protocols to ensure that medical best practices are adopted for patients' social benefit. Healthcare leaders have struggled to gain sufficient physician participation in developing medical protocols. Using technology-based crowdsourcing to assimilate knowledge from physicians may help healthcare managers improve medical protocol development. Using self-determination theory, this quantitative causal-comparative design aimed to determine whether differences in intrinsic and extrinsic motivation existed among the 132 participating physicians who did or did not participate in developing medical protocols in a crowdsourcing environment. Participants were recruited by e-mail through an independent physician association. Motivation levels were measured by …

Assessing The Significance Of Modularizing Contract Manufacturing Organizations, Christian Sampson Yorgure

Walden Dissertations and Doctoral Studies

Organizations are under constant threat from global competition, socioeconomic factors,

and political forces that are often unforeseen and dynamic. Consequently, decision

makers adopt strategies, some including the principles of modularity, as a

countermeasure. The problem addressed in this study was the lack of knowledge about

the significance of modularizing contract manufacturing organizations (CMOs). The

purpose of this quasi-experimental study was to assess the significance of modularizing

CMOs by statistically analyzing capacity utilization, efficiency, and profit margin

between modular and nonmodular departments in a focal CMO. This study was grounded

in the theory of modularity and the research question addressed what …

School Violence And Teacher Resiliency At A Midwest Elementary/Middle School, Jounice Blackmon Wright

Walden Dissertations and Doctoral Studies

The purpose of this phenomenological study was to investigate, from the perspective of teachers, the possible effect of school violence on teacher resiliency. School violence has been studied with respect to student behavior and academic success, as well as socioeconomic influences, but not with respect to teacher resiliency, as expressed by teachers themselves. Resiliency theory was the conceptual framework. Participants were all teachers of Grades 2-8 at an elementary/middle school in the Midwest. Twelve in-depth interviews were transcribed into text data and analyzed for common themes. Using NVivo, Version 10, I was able to more easily manage the volumes of …

Media Literacy Education Exposure Related To Self-Esteem, Body Esteem, And Sociocultural Ideals In College Students And Graduates, Tammy Stargardt

Walden Dissertations and Doctoral Studies

The prevalence of eating disorders (ED) in the United States has increased while the media consistently presents thinner representations of the body. Scholars have found media to negatively influence factors associated with the development of EDs. The purpose of this quantitative nonexperimental cross-sectional survey design study was to explore relationships between exposure levels to MLE and self-esteem, body esteem, and the internalization societal appearance ideals. Participants included undergraduate students or recent graduates majoring in either communications or an alternative major with comparatively less MLE curriculum. The Body Esteem Scale, Sociocultural Attitudes towards Appearance Questionnaire-3, and Rosenberg Self-Esteem Scale Surveys were …

Fall Prevention Quality Initiative: Implementation Of A Unit Safety Champion (Usc), Susan Lynn Rednak

Walden Dissertations and Doctoral Studies

The literature supports that a Unit Safety Champion (USC) may reduce falls among hospitalized patients. The purpose of this project was to determine if the implementation of a USC would assist in reducing falls on an acute unit in an urban hospital environment. The frequency of patient falls on the unit was collected from the hospital's quality department 3 months before and 3 months after the implementation of the USC. The average number of falls for 3 months before implementation was 5.0 per month (SD = 2.65) and involved a total of 15 individual patients. The average number of falls …

Factors Affecting Emergency Manager, First Responder, And Citizen Disaster Preparedness, Tiffany Cooks

Walden Dissertations and Doctoral Studies

Despite the increased frequency of natural and man-made disasters, there is a problem in the level of preparedness of emergency managers, responders, and citizens to address them. The purpose of this grounded theory study was to explore the factors that affect these groups' preparedness to inform the development of better emergency plans to handle emergency incidences. The conceptual framework for the study was knowledge management, which was used with a grounded theory approach. The study was guided by primary research questions that focused on understanding psychological, material, temporal, organizational, and other factors that affect the preparedness of emergency managers, first …

Evidence-Based Mentorship Program: Overview, Review Of Evidence, And Approach, Elizabeth Villanueva

Walden Dissertations and Doctoral Studies

Nurses comprise the largest segment of the healthcare workforce. Adequate numbers of

nurses help to ensure sufficient and safe nursing care in all settings. The current nursing shortage poses a barrier to optimum nursing care, and the nature of recruitment and retention of nurses has generated research interest because of its association with the labor shortage. The purpose of the project was to develop a nurse mentorship program for possible adoption by a northern state correctional facility. Goals are to aid recruitment and improve retention of nurses in the facility. This quality improvement project was informed by Jean Watson's theory …

The Influence Of On-Site Surgical Pathology Services In Rural Hospitals On Physician Satisfaction, Belinda D. Presley

Walden Dissertations and Doctoral Studies

Abstract

There is limited information regarding physician satisfaction as it relates to the presence of a surgical pathology department in rural hospitals. Physician satisfaction directly influences the quality of patient care. The theoretical frameworks that informed this study included institutional theory and population ecology. The research questions addressed differences in levels of physician satisfaction between physicians who have access to an on-site surgical pathology department and physicians who do not have such access. The research also examined differences in satisfaction between physician specialties that have or do not have access to an on-site surgical pathology department services. A quantitative, cross-sectional …

Financial Performance Outcomes Following System Replacement In The Insurance Industry, Trevor James Owen

Walden Dissertations and Doctoral Studies

Enterprise system replacement projects within the property and casualty insurance industry are costly, high-risk undertakings that carry a significant risk of project failure. The decision to replace policy administration systems for companies with over $250 million in direct written premium is a multimillion dollar investment for corporate strategic decision makers. This study examined the financial impact of enterprise policy administration system replacement in the property and casualty insurance industry by comparing financial performance results for companies that performed policy administration system replacements with those that did not. Insurance industry financial results for the years 2009 through 2014 were used for …

Increasing Productivity Of Retained Employees After A Workforce Reduction, Jason Michael Matyus

Walden Dissertations and Doctoral Studies

There is an increased use of downsizing across telecommunications in the northeast United States, and organizational leaders are challenged to motivate the productivity of the retained employees. Guided by systems theory, the purpose of this single case study was to explore successful downsizing strategies of a small group of organizational leaders and managers in the operations of telecommunications in the northeast United States. The study participants, chosen for their motivation success in motivation after downsizing, consisted of 2 purposefully selected business leaders who completed individual, face-to-face interviews and a focus group of 5 managers. The coding of data and word …

When Does Six Sigma Reduce Defects And Increase Efficiencies?, Richard Jay Sands

Walden Dissertations and Doctoral Studies

A field research-based statistical study was used to investigate successes and failures of Six Sigma methodologies based projects. Six Sigma methodologies require that projects be designed, planned, and implemented using techniques specifically designed to achieve desired benefits that are based on the method's key drivers for project success. This study addressed an identified gap in the literature that Six Sigma projects do not fail because of Six Sigma methodologies, but that the projects can fail because of deficient support processes. Six Sigma projects that do not achieve the desired benefits are often labeled as "fads". Research questions related to management …

Developing Strategies For Hiring Managers: A Case Study On Hiring Employees, Sylvia Gholston

Walden Dissertations and Doctoral Studies

Gaining information about competency within hiring practices is critical for hiring managers seeking to hire skilled workers, improve employee fit, and lower hiring cost. Employee replacement cost ranges from 30% of an entry-level engineering or aeronautical employee's salary to 400% for a high-level employee in those fields. Guided by the transformational leadership theory and the decision-making theory, the purpose of this qualitative exploratory case study was to explore the hiring strategies used by 4 hiring managers to hire employees for organizational fit. The managers work within the aeronautics and engineering fields within the Southeast region of the United States, which …

Improving Math Performance In Adult Female Community College Students: An Evaluation Of Project Independence, Robin Tim Frodsham

Walden Dissertations and Doctoral Studies

Project Independence (PI) is a community college immersion program dedicated to assisting women returning to college. The focus of this study and associated summative evaluation was to understand how the PI program addresses anxiety and other learning deficiencies associated with math. Knowle's andragogical models portray adults as motivated and self-directed, and the American college campus fosters a culture of independence. This culture is foreign to many minority, first-generation, and working class adults who learn through interdependence. This qualitative instrumental case study and evaluation is the first to examine the efficacy of PI. The guiding questions of this study concern early …

South-Asian American And Asian-Indian Americans Parents: Children's Education And Parental Participation, Sahil Ashwin Shah

Walden Dissertations and Doctoral Studies

Parental participation supports students' academic success and increases positive peer interactions. Prior to the 1980s, parental participation was viewed as a unidimensional construct; however, it has since been understood as a multidimensional one. Studies from Epstein have demonstrated that culture, community, and family structures are some of the many factors that affect parental participation. In addition, Huntsinger and Jose have demonstrated that Asian-American parents participate in their children's education differently than do European Americans, yet research has not examined the specificities of South-Asian Americans' (SAAs) and Asian-Indian Americans' (AIAs) parental involvement. There are 6 recognized methods that parents can use …

Impact Of Goodwill Organizations And Community Collaboration On Aids-Orphans' Needs In Nyanza Province, Kenya, Anthonia Nwagbo

Walden Dissertations and Doctoral Studies

A number of researchers have explored the toll of AIDS on the children who have become orphans as a result of the disease; others have investigated the roles of aid-giving agencies on the alleviation of the orphans' situation. However, despite researchers' pointing to the germaneness of community and goodwill agency liaison, no study had examined the impact of such collaboration on the resources available to the orphans. To this end, the heads-of-household of 532 AIDS orphans under 18 years old in Kenya's Nyanza province were surveyed to investigate the impact of community-referral on the state of AIDS orphans with regard …