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Articles 1231 - 1260 of 1294
Full-Text Articles in Communication
The Communicative Constitution Of Resilience In Graduate-Student Parenthood: Ventriloqual Analysis, Intersectionality, And Sociomaterial Assemblages, Lin Lin
Electronic Theses & Dissertations (2024 - present)
Graduate education is often organized around norms of uninterrupted productivity, flexibility, and professional availability, making graduate study especially challenging for students who are simultaneously raising children. Although prior research has documented the structural barriers faced by graduate student parents (GSPs), less attention has been paid to how resilience is communicatively enacted within the intersection of academic work and family life. This dissertation examines how GSPs communicatively constitute resilience while navigating work-life disruptions. Drawing on Communication Theory of Resilience (CTR) and the communicative constitution of organizations (CCO) perspective, particularly ventriloqual analysis, this study explores how resilience emerges through interactions among human …
#Shoutyourabortion And Being Heard: The Affordances Of Hashtags For Feminist Counterpublics In Hostile Digital Atmospheres, Claire Fitzpatrick
#Shoutyourabortion And Being Heard: The Affordances Of Hashtags For Feminist Counterpublics In Hostile Digital Atmospheres, Claire Fitzpatrick
Research outputs 2022 to 2026
This article critically explores counterpublic responses to the overturning of Roe v Wade and the intense contestation on Twitter (now X) between pro-abortion and anti-abortion advocates. Focusing on networked acts of deliberation, this study shows how #ShoutYourAbortion and #RoevWade facilitated the formation of defensive publics and Counterpublics. Hashtag feminism can enable affected groups to share experiences that are often marginalised by traditional media outlets, while witnessing and affirming similar experiences shared by others within their community. In this article, I examine the extent to which the collectivising hashtag #ShoutYourAbortion facilitates deliberation and listening in the context of polarising abortion debates …
No Screens Before Two: How First-Time Australian Parents Negotiate Enduring Digital Media Guidelines, Stephanie C. Milford, Emma Jayakumar, Harrison W. See, Lelia Green
No Screens Before Two: How First-Time Australian Parents Negotiate Enduring Digital Media Guidelines, Stephanie C. Milford, Emma Jayakumar, Harrison W. See, Lelia Green
Research outputs 2022 to 2026
Digital parenting guidance often fails to reflect early caregiving realities, particularly for first-time parents navigating screentime. Although professional guidelines have shifted from rigid time limits toward co-engagement and content quality, these shifts are inconsistently communicated and poorly absorbed into public discourse. Meanwhile, technopanic narratives fuel confusion, guilt, and social judgement. While some studies link extended screen use with adverse outcomes, we examine how correlational findings become blanket prescriptions in early caregiving. Drawing on two interview rounds and three focus groups with 23 Australian first-time parents of children aged birth-to-four, and informed by a socio-ecological approach, we explore how parents interpret …
Exploring The Use Of Strategic Influencer Leadership (Sil) In Health Communication: A Cross-Cultural, Multi-Case Study, Katharina Wolf, Catherine Archer, Syafiq B. Assegaff, Joseph Nalloor
Exploring The Use Of Strategic Influencer Leadership (Sil) In Health Communication: A Cross-Cultural, Multi-Case Study, Katharina Wolf, Catherine Archer, Syafiq B. Assegaff, Joseph Nalloor
Research outputs 2022 to 2026
Purpose This study challenges the social media-centric view of influencers, arguing that health communication benefits from diverse strategic influencers beyond commercial figures. Trust, credibility and cultural resonance are essential for effective public health messaging, yet contemporary approaches often prioritise engagement metrics over strategic influence. Design/methodology/approach This paper employs a multi-case study approach to examine the strategic use of influencers in health communication across Indonesia, the United Arab Emirates and Australia during the COVID-19 pandemic. It explores how health professionals, royal representatives and a politician shaped public health messaging within culturally specific contexts. A mixed-methods approach, incorporating ethnographic research and thematic …
How Does Media Exposure Promote Nature Deprivation, Impacting Next Generational Social Interaction? Screen Time Vs. Green Time: A Cross-Sectional Survey Study, Mia N. Ryder
Honors Theses and Capstones
This study explores the impact social media can have on individuals' other qualities of life. This study particularly highlights its impact on in-person social engagement along with nature utilization and enjoyment, keeping in mind the corresponding benefits associated with those two variables. UNH undergraduate students were selected as participants. Participants completed surveys assessing their sense of regulation with social media consumption and reliance, their tendency to use and enjoy accessible natural resources, and their overall capacity to experience social comfort. Our survey was designed using 3 separate scales: A Green Space Enjoyment Scale, Social Comfortability Scale, and the third being …
The Complex And Multifaceted Nature Of Social Media: Perspectives From Young Adolescents, Parents And Experts, Cindy Branch-Smith, Diarmuid Hurley, Nasim Salehi
The Complex And Multifaceted Nature Of Social Media: Perspectives From Young Adolescents, Parents And Experts, Cindy Branch-Smith, Diarmuid Hurley, Nasim Salehi
Research outputs 2022 to 2026
Purpose: This study explores the complex and multifaceted nature of social media use among young adolescents, drawing on the perspectives of young adolescents, parents and experts. It examines both the benefits and risks of social media and associated implications for adolescent mental health, self-development and social relationships. Methodology: A qualitative, interpretive design was utilised, using interviews across three stakeholder groups, with data analysed using reflexive thematic analysis. Findings: The analysis identified a range of perceived opportunities, benefits and challenges associated with adolescent social media engagement. Participants highlighted its role in fostering connection, education and self-expression, alongside significant risks, including cyberbullying, …
Ethical Positionings Of Risk And Harm For Adolescents Encountering Sexual Content Online, Lelia Green, Giselle Woodley, Carmen Jacques, Elisabeth Staksrud, Liza Tsaliki, Brian O’Neill, Debra Dudek, Despina Chronaki, Thuy Dinh, Kelly Jaunzems
Ethical Positionings Of Risk And Harm For Adolescents Encountering Sexual Content Online, Lelia Green, Giselle Woodley, Carmen Jacques, Elisabeth Staksrud, Liza Tsaliki, Brian O’Neill, Debra Dudek, Despina Chronaki, Thuy Dinh, Kelly Jaunzems
Research outputs 2022 to 2026
This paper interrogates the ethical complexities of talking with 12 to 17-year-olds about sexual content online. Authors were granted ethics approval by the Edith Cowan University Human Research Ethics Committee (2019-00583-GREEN) with three other participant countries translating Australian ethical protocols into their national contexts: Greece, Ireland and Norway. This paper addresses the four national contexts and examines the ethical issues arising for different countries’ ethics procedures when researchers conduct sensitive research with adolescents. Given widespread concern around the risk that children will be ‘sexualised’ by encountering sexual content online the ethical procedures adopted in each national context, and the way …
Multihoming And Single-Homing Complementors' Responses To Intensified Between-Platform Competition: Evidence From The Youtube–Twitch Rivalry, Niloofar Abolfathi
Multihoming And Single-Homing Complementors' Responses To Intensified Between-Platform Competition: Evidence From The Youtube–Twitch Rivalry, Niloofar Abolfathi
Research Collection Lee Kong Chian School Of Business
Research Summary: This paper examines how heterogeneous YouTube content creators-specifically, single-homing and multihoming channels-respond to a sudden increase in the exposure of the rival platform, Twitch. Contrary to expectations, I find that multihoming channels reduce their content creation efforts and underperform relative to single-homers. To make sense of these surprising results, I develop a formal model that characterizes the strategic behavior of different types of complementors operating across two platforms with varying levels of user exposure. The model offers a plausible explanation for the observed empirical patterns, suggesting that intensified competition between platforms, as a consequence of their changing exposure, …
From Screens To Stress: Public Health Implications Of Cancer Worry In A Digitally Connected World, Shreya Mathur, Ethan Burns, Michael Pokojovy, Tzu-Liang Bill Tseng, Sunil Mathur
From Screens To Stress: Public Health Implications Of Cancer Worry In A Digitally Connected World, Shreya Mathur, Ethan Burns, Michael Pokojovy, Tzu-Liang Bill Tseng, Sunil Mathur
Mathematics & Statistics Faculty Publications
Aims:
This study examines how digital information environments, genetic testing experiences, health behaviors, and psychological distress influence cancer-related worry among adults in the United States. It further considers the public health implications of elevated or reduced cancer worry for prevention and risk communication.
Methods:
Data were drawn from a nationally representative survey of 6,252 U.S. adults. Measures included reliance on social media for health decision-making, smoking status, history of genetic testing, and psychological distress. Multivariable analyses assessed associations between these factors and levels of cancer worry.
Results/Findings:
Reliance on social media for health decisions was associated with greater cancer worry, …
Mapping Multiclass-Targeted Hate Speech In Online Discourse: An Open Dataset, Sanaa Kaddoura, Sumaia Al-Kohlani
Mapping Multiclass-Targeted Hate Speech In Online Discourse: An Open Dataset, Sanaa Kaddoura, Sumaia Al-Kohlani
All Works
Online social networks have become central spaces for public discourse, where hostile and discriminatory language toward social groups can cause psychological and social consequences for marginalized communities. Although multiple public hate speech datasets are available, many rely on binary categorization practices that obscure linguistic, cultural, and contextual variation across targeted groups. As a result, minority and less visible forms of hate speech remain insufficiently documented and analyzed. This discussion paper examines methodological limitations in existing hate speech annotation schemes and presents a re-annotation framework applied to the HatEval2019 dataset. The proposed framework introduces target-specific multiclass labels that distinguish subcategories of …
The Emerging Social Media Water Cooler? Motivations For Reddit Use In A Niche League, Jan Boehmer, Brendan O'Hallarn
The Emerging Social Media Water Cooler? Motivations For Reddit Use In A Niche League, Jan Boehmer, Brendan O'Hallarn
Communication & Theatre Arts Faculty Publications
Social media play a key role in sport marketing—with athletes, teams, and leagues directly engaging with their audiences. While Facebook, Instagram, and Twitter have received much attention in the sport marketing and communication literature, research on Reddit is scant. This is particularly noteworthy, as the platform is growing rapidly and promises utility for users with nonmainstream interests to find and engage with each other. This study employs a uses and gratifications approach to investigate how prevalent Reddit use is among fans of the United Football League (UFL), what motivates users to engage with the platform, and whether Reddit use leads …
Stages Of Being Foreign As Portrayed In Daughter Of Keltoum And Lost Birds, Fran Hassencahl
Stages Of Being Foreign As Portrayed In Daughter Of Keltoum And Lost Birds, Fran Hassencahl
Communication & Theatre Arts Faculty Publications
In this paper, I use the intercultural communication model, The Stages of Being Foreign, developed by anthropologist Oberg (1960) and modified by Gullahorn & Gullahorn (1963), Lewis & Jungman (1986), and Ward, Bochner, and Furnham (2001) to explain the experience of culture shock. This model describes the stages that individuals experience when they leave, either voluntarily or involuntarily, their home country/culture and must adapt to a new culture. These stages as described by Oberg are a preliminary stage (a spectator stage), an increasing participation stage, the pit of the culture shock stage, the adaptation stage, and for some migrants a …
An Explainable Transformer Framework For Sentiment Analysis In Aviation Workforce Data, Sovon Chakraborty, Protiva Das, Fahmid Al Farid, Fuyad Hasan Bhoyan, Farig Yousuf Sadeque, Jia Uddin, Hezerul Abdul Karim
An Explainable Transformer Framework For Sentiment Analysis In Aviation Workforce Data, Sovon Chakraborty, Protiva Das, Fahmid Al Farid, Fuyad Hasan Bhoyan, Farig Yousuf Sadeque, Jia Uddin, Hezerul Abdul Karim
Computer Science Faculty Publications
Aviation is one of the predominant sectors that contribute significantly to the global economy. With the advent of technology, this industry is witnessing a paradigm shift towards data-driven approaches. The morale of the airline employees is barely noticed, which causes fatigue and depression. Furthermore, these mental health issues can be active reasons for destructive accidents. In this research, the authors are focused on collecting insightful information on aviation employees from Glassdoor.com. Moreover, the authors focus on analyzing the sentiments of the employees of renowned aviation companies. Primarily, the authors scraped necessary data from Glassdoor.com and created a dataset named JetJobJoy …
Modeling Joint Visual Attention In Naturalistic Dyadic Interactions, Kuushini Thennakoon, Yasasi Abeysinghe, Bhanuka Mahanama, Vikas Ashok, Sampath Jayarathna
Modeling Joint Visual Attention In Naturalistic Dyadic Interactions, Kuushini Thennakoon, Yasasi Abeysinghe, Bhanuka Mahanama, Vikas Ashok, Sampath Jayarathna
Computer Science Faculty Publications
Joint visual attention (JVA) provides important insight into how individuals coordinate attention during social interaction. Egocentric eye tracking enables the study of JVA in natural, multi-user settings. This work presents a multi-stage framework to identify and analyze JVA using egocentric video and gaze data. The approach consists of three steps: spatiotemporal tube-based visual similarity, gaze-guided object detection, and attention pattern analysis using the ambient–focal coefficient K. Results show that object-focused collaborative activities exhibit high JVA, with object detection capturing higher joint attention than visual similarity, whereas conversation-based or independent activities show lower and more fragmented joint attention. Analysis of K …
Susceptibility To High-Fidelity Misinformation: An Eye-Tracking Analysis, Yasasi Abeysinghe, Gavindya Jayawardena, Enkelejda Kasneci, Sampath Jayarathna
Susceptibility To High-Fidelity Misinformation: An Eye-Tracking Analysis, Yasasi Abeysinghe, Gavindya Jayawardena, Enkelejda Kasneci, Sampath Jayarathna
Computer Science Faculty Publications
With the rise of online misinformation and AI-generated text, understanding human perception of news truthfulness is critical. In this study, we examine visual attention and cognitive processing using eye-tracking measures as individuals read fake and real news articles sharing nearly identical structure and imagery, differing only in subtle textual changes. Using the public FakeNewsPerception dataset, we analyze advanced gaze measures, including scanpaths, AOI transitions, and luminance-corrected pupil measures, beyond basic gaze features, in relation to news truthfulness and perceived believability. Results show that, given the high fidelity of the fake news, readers exhibited comparable visual scanning patterns, attention allocation across …
The Bite Model And Multi-Level Marketing: How Monat Propagates, Lilly D. Cheung
The Bite Model And Multi-Level Marketing: How Monat Propagates, Lilly D. Cheung
Graduate Studies Theses and Dissertations 2026
This study aims to understand how MONAT Global Corp, a Multi-Level Marketing (MLM) company, utilizes rhetoric that aligns with Steven Hassan’s BITE Model of Authoritarian Control. Hassan is a cult expert and cult survivor whose work primarily explains undue influence and thought control with BITE representing Behavior, Information, Thought, and Emotional control. The MLM MONAT is a haircare brand that operates through a recruitment-and-sales-based hierarchy, in which sellers sign up and work under one another in a layered marketing structure. To meet quotas and maintain ranks, representatives will use rhetorical strategies to recruit new sellers beneath them in their ‘downline’ …
Contents, Discovery Editors
Contents, Discovery Editors
Discovery, The Student Journal of Dale Bumpers College of Agricultural, Food and Life Sciences
No abstract provided.
Discovery: The Student Journal Of Dale Bumpers College Of Agricultural, Food And Life Sciences - Volume 27 2026, Several Authors
Discovery: The Student Journal Of Dale Bumpers College Of Agricultural, Food And Life Sciences - Volume 27 2026, Several Authors
Discovery, The Student Journal of Dale Bumpers College of Agricultural, Food and Life Sciences
No abstract provided.
The Hierarchy Of Humanization: A Theory Of Victim Visibility In News Narratives, Maurice Emelu, Chika Nwugo, Regina Tuma, Sean Sims, Mariah Moulds, Elijah Williams, Felipe Covarrubias
The Hierarchy Of Humanization: A Theory Of Victim Visibility In News Narratives, Maurice Emelu, Chika Nwugo, Regina Tuma, Sean Sims, Mariah Moulds, Elijah Williams, Felipe Covarrubias
2026 Faculty Bibliography
Journalism frames events and distributes human recognition in public discourse, yet little is known about how narrative attention is allocated among individuals within the same event. This study introduces Victim Visibility Theory (VVT), conceptualizing news stories as systems of narrative allocation in which victims receive unequal levels of humanization. Drawing on a content analysis of 433 articles from four U.S. elite newspapers covering 52 victims across four mass shootings, it examines how identity cues, symbolic capital, and structural narrative prominence shape representation. The findings show that humanization is allocated at two levels: first between events, where whole tragedies are humanized …
Formation-Based Ai Ethics: Ethical Formation, Responsibility, And Opportunity Cost In Ai Ecosystems, Maurice Emelu
Formation-Based Ai Ethics: Ethical Formation, Responsibility, And Opportunity Cost In Ai Ecosystems, Maurice Emelu
2026 Faculty Bibliography
Recent efforts in AI ethics have been dominated by the proliferation of high-level principles intended to guide responsible development and deployment. Yet persistent implementation failures suggest that principlism and tool-based approaches alone do not cultivate the moral capacity required to govern sociotechnical systems. This article advances a formation based framework for AI ethics that situates moral agency throughout the developmental conditions of design, use, and the AI lifecycle. Drawing on Aristotelian-MacIntyrean virtue ethics applied to media ecology, and sociotechnical responsibility, the argument reframes AI as a formative environment that shapes patterns of attention, judgment, delegation, and accountability over time. Against …
Swimming In Uncertainty: Filling Data Gaps And Providing An Educational Platform For Beach Water Quality At Tybee Island, Georgia, Lukas Roberson
Swimming In Uncertainty: Filling Data Gaps And Providing An Educational Platform For Beach Water Quality At Tybee Island, Georgia, Lukas Roberson
College of Graduate Studies: Theses & Dissertations
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Swimming in beaches water contaminated with high levels of bacteria can make you sick. Current monitoring at the public beaches on Tybee Island consists of weekly monitoring and enumeration of fecal indicator bacteria that takes 24 hours for results. If the number of bacteria exceed regulatory limits, a public health advisory is issued, and affected waters are retested until …
Revisiting Dependency In The Twenty-First Century: A Critical Analysis Of Africa-China Relations, Chick Edmond
Revisiting Dependency In The Twenty-First Century: A Critical Analysis Of Africa-China Relations, Chick Edmond
Political Science & Geography Faculty Publications
This research assesses the characteristics of today’s Africa–China relations using dependency theory, world systems theory, neocolonialism, and South-South cooperation, using comparisons between historical African dependence on European colonial powers and recent reliance on China in terms of trade, infrastructure, debt, and technology. This research identifies how contemporary cooperations either continue previous patterns of economic and political subordination or create a transformation of those relationships or provide a challenge to them. Using qualitative comparative historical analysis, along with specific case studies and secondary sources (academic journals, speeches, government publications, etc.), the research demonstrates that while Africa-China relations exhibit fewer structural features …
Designing Narrative-Based Ai Assistance For Sensemaking In Collaborative Environments: Case Studies In Education And Dementia Care, Dylan Edward Moore
Designing Narrative-Based Ai Assistance For Sensemaking In Collaborative Environments: Case Studies In Education And Dementia Care, Dylan Edward Moore
Dartmouth College Ph.D Dissertations
This thesis addresses a gap in the human-computer interaction literature regarding the design, development, and evaluation of narrative-based AI assistance for collaborative, complex problem solving. I explore this design space through three case studies across the domains of education and dementia care. This work encompasses multi-year industry partnerships and longitudinal fieldwork, user-centered design, dataset curation, model training, and system evaluation.
Specifically, the first case study considers a story-based web platform for teaching AI literacy through peer-generated, personalized narrative scaffolding. Learners on the platform showed significant knowledge gains and other learning-related outcomes. To describe the novel design of this system, I …
“Well Done, My Good And Faithful Servant”: Ai-Generated Religious Imagery, White Evangelical U.S. American Christian Nationalism, And Political Martyrdom, Miriam Wolff
Faculty Publications - Communications
Following the 2025 assassination of conservative activist Charlie Kirk, social media platforms became saturated with AI-generated religious imagery framing him as a Christian martyr. This article examines how generative AI intensifies the production of sacred political meaning within white evangelical U.S. American Christian nationalist discourse. Focusing on Senator Ted Cruz's X post depicting Jesus embracing Kirk alongside the caption “Well done, My good and faithful servant,” this study employs rhetorical-iconographic analysis informed by visual rhetoric, iconography, and political theology. The analysis demonstrates how the post mobilizes familiar Christian visual conventions, scriptural language, and algorithmic circulation to frame Kirk's death as …
Speaking For The Families: Organizational Socialization Of Military Spouses In Volunteer Leader Positions, Virginia Klaus
Speaking For The Families: Organizational Socialization Of Military Spouses In Volunteer Leader Positions, Virginia Klaus
Murray State Theses and Dissertations
Military spouses holding volunteer leadership positions in military unit family readiness groups, provide a link between commanders and families of service members. They act within military organizations as the only official voice of spouses, a stakeholder group recognized as influential in retention rates and force readiness. Despite their importance, military spouses are often portrayed in research as passive members, taking on roles to meet the expectations of their peers and military organizations. That contradicts historical evidence of military spouses as active organizational members who have socialized other spouses, and as family advocates who have challenged military organizational practices and policies. …
From Deference To Dialogue: How International Gtas From High Power Distance Cultures Adapt To U.S. Classroom Dynamics, Deborah Akua Afi Appiah
From Deference To Dialogue: How International Gtas From High Power Distance Cultures Adapt To U.S. Classroom Dynamics, Deborah Akua Afi Appiah
Theses and Dissertations
International graduate teaching assistants (GTAs) from high power distance cultures play a significant role in undergraduate education at U.S. universities, yet they face challenges that go well beyond language proficiency. Coming from educational backgrounds where teacher authority is unquestioned and hierarchical, these GTAs must navigate American classrooms that operate on fundamentally different assumptions, where authority is earned rather than assumed, informality is the norm, and students expect to question, negotiate, and be personally known by their instructors. The present study examined how eighteen (18) international GTAs from seven (7) high power distance countries perceived and adapted to these differences while …
Leading The Temporary Workforce: Leadership Communication And Adaptation Among Seasonal Employees, Alfred Kwabena Obiri
Leading The Temporary Workforce: Leadership Communication And Adaptation Among Seasonal Employees, Alfred Kwabena Obiri
Theses and Dissertations
Seasonal employees constitute an essential yet understudied workforce sustaining organizational operations during peak demand periods across industries. Despite the growing organizational reliance on temporary employees, organizational communication studies have primary focused on permanent employees with extended socialization periods, leaving important questions about how leadership communication operates in compressed timeframes inadequately addressed. This qualitative study examined how leadership communication practices shape seasonal employees’ adaptation, belonging, and morale within the temporal constraints characteristic of temporary employment. Drawing on organizational socialization theory, leader-member exchange theory and cultural dimensions, this study employed semi-structured interviews with 19 seasonal employees across hospitality, camp, retail, and education …
Turnover Talk: Organizational Turnover Communication And Its Effects On Turnover Intention, Organizational Identification, And Job Satisfaction, Ethan L. Carroll
Turnover Talk: Organizational Turnover Communication And Its Effects On Turnover Intention, Organizational Identification, And Job Satisfaction, Ethan L. Carroll
Theses and Dissertations
Employee turnover intention has been a focus of organizational research within the field of communication. Communication can affect organizational culture, relational dynamics, and even information flow throughout organizations, which all have influence over employee decisions. The body of literature that pertains to turnover is vast; however, the gap that this study aimed to fill was looking at communication about turnover. The purpose of this study was to investigate and explore communication related to turnover within organizational practices and interactions. This study used a mixed methods approach that first explored the concept of turnover talk and, second, investigated the impact of …
Rhetoric Of Realignment: An Analysis Of Trump's 2024 Campaign Rhetoric, David Valadez
Rhetoric Of Realignment: An Analysis Of Trump's 2024 Campaign Rhetoric, David Valadez
Theses and Dissertations
When political coalitions include groups with opposing policy goals, leaders face a challenge: satisfying all constituencies without making commitments that alienate essential supporters. The present study examines strategic ambiguity in the form of deliberately vague political messaging as a tool for managing this challenge. Combining rhetorical analysis with selectorate theory, which explains how leaders achieve and maintain power through reward distribution, the research analyzes Donald Trump’s 2024 Republican National Convention acceptance speech, focusing on immigration rhetoric.
The analysis reveals that Trump’s ambiguity was selective rather than habitual. On immigration, where tech/corporate interests wanting skilled workers clashed with nationalist groups demanding …
Customers' Perceptions Of Customer Service After The Covid-19 Pandemic, Marissa Young
Customers' Perceptions Of Customer Service After The Covid-19 Pandemic, Marissa Young
Theses and Dissertations
This thesis examines how customers perceive customer service after the COVID-19 pandemic, using qualitative data from an open-ended survey to evaluate how expectations, experiences, and the meaning of service have shifted. The findings demonstrate that consumers view customer service as a holistic process influenced by interpersonal communication, operational efficiency, product availability, and pricing transparency. Participants emphasized both positive and negative encounters, stating that the COVID pandemic fostered lowered expectations due to staffing shortages and work stress, while also remaining observant of service inconsistencies. These results relate to theories of service quality, emotional labor, and organization-public relationships by illustrating how crisis …