Other Communication Commons^™

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 …

Design Thinking For Corporate Social Responsibility Program Proposal Creation, Michelle "Mindy" D. Danovaro

University of the Pacific Theses and Dissertations

This qualitative study used action research to explore how the use of design thinking engaged employees in the creation of a corporate social responsibility (CSR) program proposal in a small- to medium-enterprises (SME) in the Sacramento region of California. The purpose of the study was to assess whether employee participation in a design thinking exercise could improve employee perception of engagement, inclusion, and reciprocity during the CSR program proposal creation. The study was grounded in social exchange theory, stakeholder theory, and design thinking methodologies. The iterative research process followed action research cycles (i.e., plan, act, observe, and reflect) integrated with …

You Are Your Ancestors’ Wildest Dreams: A Journey Beyond The Lens Blueprinting The Influence And Impact Of Media And Podcast Pedagogy On Black And Brown Creatives In Higher Education And Beyond, Diamond N. Morgan Dr.

West Chester University Graduate Theses, Dissertations, and Final Projects

Explores the influence and impact of media and podcast pedagogy on Black and Brown creatives (BBC) in higher education. Grounded in Critical Race Theory (CRT), the Black Creative Educational Experience (BCEEs) framework, and the conceptual lenses of sociological and public podcasting, this study examines how podcasting functions as a transformative pedagogical and sociocultural tool for storytelling, identity development, creative expression, and community building within collegiate environments. Utilizing a convergent parallel mixed methods design, the study integrates quantitative survey data from 65 participants with qualitative focus group discussions to provide a holistic understanding of participant experiences across personal, professional, academic, social, …

Advertising To Children: A Content Analysis Of Ryan's World, Cora Denny

Departmental Honors & Graduate Capstone Projects

Ryan’s World is a children's toy review YouTube channel with over 36 million followers and features kid YouTuber Ryan Kaji. A qualitative content analysis of the YouTube channel Ryan’s World was conducted to observe the rhetorical strategies the videos employ to sell Ryan’s World products, as well as how those strategies compare to traditional advertising. An analysis of twelve videos resulted in dominant themes of increasing brand familiarity and product performance of Ryan’s World products. These were accomplished through the use of traditional advertising rhetorical strategies such as product placement, special effects, appeals, and more. The study shows that the …

Crisis Calling: Fan Relationships With Athletes, Alexis T. Merriman

All Theses

This study identifies the importance and complexities of parasocial relationships, as well as looks at the effects these relationships have on NFL sport consumers in our society. Sport fandom, specifically high-level fandom attachments such as parasocial relationships (PSR), have called for a need to examine what occurs for both athletes and fans when a parasocial relationship is jeopardized in times of inevitable athlete or league crisis. This study applies Situational Crisis Communication Theory (SCCT) and Turning Point Approach to examine these complex parasocial relationships. Due to gaps in literature looking at parasocial breakup (PSB) and relationship turbulence through public relations …

Connecting With Millennials: A Guide For Donor Engagement, Sydney A. Hopkins

All Theses

Millennials are emerging as a vital donor demographic, yet many resource-limited nonprofits, including Clemson Community Care (CCC), struggle to effectively engage this generation. This applied thesis project investigates how CCC can build meaningful connections with millennial donors by exploring nonprofit awareness, donor motivations, communication expectations, content preferences, and common barriers to giving. Using qualitative data gathered from two focus groups of millennial participants, this study reveals that millennials represent a diverse and distinct audience with unique expectations for nonprofit communication. Grounded in public relations theories of stewardship and organization-public relationships (OPR), the research highlights the importance of flexibility and autonomy …

Capturing Tradition: The Business, Branding, And Personal Identity Of Senior Portraits In The Modern South, Xenia R. Minton

Honors Theses

The rise of college students starting photography businesses, particularly in graduation portraits, has transformed the creative and entrepreneurial landscape in the South. This thesis explores the senior portrait culture at the University of Mississippi, analyzing its rapid growth through the perspectives of photographers and academic experts in Southern Studies. Grounded in eight years of experience as a photographer, this study examines the evolution of the industry, business strategies, and cultural significance. Through interviews with seasoned senior portrait photographers and Southern Studies professors, this research investigates how regional traditions, social media, and consumer expectations have shaped the profession. By analyzing these …

The Ability Of Chatgpt To Aid In The Rapid Development Of Inoculation Message Treatments: A Case Study And Recommendations, Alicia Mason, Josh Compton, Griffin Cooper

Faculty Submissions

One of the most widely known types of AI technologies in recent years is ChatGPT. ChatGPT is a state-of-the-art language model that has revolutionized natural language processing by generating human-like text with context and coherence, enabling new possibilities for human-AI interaction (Brown et al., 2020). This case study reports on a 10-week conversational AI training initiative to assess whether ChatGPT4 can (a) identify the structural elements and features of conventional inoculation messages (i.e., forewarnings and preemptive refutations); (b) augment inoculation message design features (i.e., linguistic signatures, language, and length); (c) adapt messages for specific audiences (i.e., younger populations, experts); and …

Resilience And Reality: Exploring The Lived Experiences Of People Living With Hiv In Texas During The Covid-19 Pandemic – A Qualitative Study., Ahmed F. Alanazi

Social Work Dissertations - Archive

This study investigated the lived experiences of individuals living with HIV (PLWH) in the Dallas-Fort Worth (DFW) area of Texas during the COVID-19 pandemic, using an Interpretative Phenomenological Analysis (IPA) framework. The research examined the intersection of health, social dynamics, and psychological resilience among PLWH, who faced compounded vulnerabilities due to systemic inequities and the dual public health crises of HIV and COVID-19. Through semi-structured interviews with ten participants from diverse backgrounds, the study captured the profound impacts of disrupted healthcare systems, heightened stigma, and social isolation on this marginalized population. The findings reveal that the pandemic exacerbated existing inequities …

Co-Creation, Interpretations And Engagement With A Movement-Based Symbol For Climate Justice: A Qualitative Inquiry, Kai Reimer-Watts

Theses and Dissertations (Comprehensive)

The climate crisis demonstrates with complete clarity the need for massive systems-level changes towards far more sustainable societies. Global and local emissions need to decline rapidly to mitigate intensifying climate breakdown, accompanied by climate and sustainability solutions, to secure a far more stable, safe, and just future for all people and all life. Within these changes, engaging in our communities is essential to support and co-create broader solutions to help advance more sustainable societies, reduce negative impacts of a changing climate, and to move towards cultures and systems that recognize natural limits and centre care for people and planet.

‘Climate …

Social Media Influencer’S Crisis Responses And The Short And Long-Term Effects On Their Brand And Reputation, Reese K. Brosnan

SPARK Symposium Presentations

A crisis for a social media influencer is incredibly prevalent as a part of the career since they are constantly online and showing themselves to the world. There is currently plenty of research on how to plan for a crisis response for organizations that are not having to respond as both an individual and as a brand. The need for research on how an influencer can plan for and respond to a crisis in an effective manner is imperative as the rate of people wanting to be a social media influencer has increased. Therefore, more people will become reliant on …

Emotional Diplomacy From Tel Aviv To Baghdad: Analyzing The Impact Of Emotional Appeals On Social Media Engagement, Soheil Kafiliveyjuyeh

LSU Doctoral Dissertations

This study investigates the use of emotional appeals in the diplomatic communication of U.S. ambassadors in the Middle East. In the realm of diplomacy, actors might strategically and deliberately exhibit emotions to shape and control how their nation is perceived internationally. The project's primary objective is to explore the effectiveness of emotional appeals in generating social media interactions with politicians’ and ambassadors’ messages, and in building relationships with their target audience through these engagements. Using three studies, I examine the diplomatic communications of U.S. ambassadors in the Middle East by focusing on their utilization of Twitter/X and emotional diplomacy strategies. …

Advertising On Snapchat: Exploring The Influence Of Celebrities Among Young Women In Saudi Arabia, Hessah Alqahtani

Dissertations

This study explored the influence of Snapchat celebrities on the purchase decisions of young women in Saudi Arabia. Uses and Gratifications theory and Source Credibility theory were used to investigate motivations for and factors that affect engagement with Snapchat celebrities. An online survey was conducted among 467 social media users. It was found that most Saudi women (62.9%) were motivated to engage with Snapchat celebrities to seek information.They would likely to purchase products endorsed by celebrities who were deemed trustworthy, attractive, and experts in the field. They also responded more favorably to celebrities who they believe are a fit for …

The Uses And Gratifications Of Social Audio-Focused Apps: A Case Study Of The Clubhouse Application, Dalia Abdelhamid Younes

Theses and Dissertations

Social audio has recently emerged recently as a new form of social media based on voice. It spread rapidly through the Clubhouse application, which became a significant trend during the COVID-19 pandemic. The study aims to explore Egyptian content creators' motivations to join Clubhouse, study their motivations to produce their content, and identify the gratifications obtained from using this application. It also seeks to investigate the application`s sustainability within the Egyptian context by outlining the challenges faced by the Egyptian content creators. The study employs the uses and gratifications theory, conducting in-depth interviews with 17 Egyptian content creators. The findings …

Identifying Youth Appeals In Alcohol Alternative Social Media Content Through Framing, Melina Oneal

West Chester University Master’s Theses

Proposed regulations for alcohol advertising prevent beverage companies from targeting people under the legal drinking age. However, similar regulations for alcohol alternative beverages are less explored, which could allow alcohol alternative products to create awareness for alcoholic beverages among youth. Alcohol alternatives beverages, including no-alcohol and low-alcohol products, are increasing in popularity and can function as compliments to alcoholic products to decrease the total alcohol volume consumed or as substitutes for alcoholic products. Framing theory can be operationalized through the Content Appealing to Youth Index, an index of content elements found in research literature to be appealing to youth, to …

“What Planet Are You On” - Making Meaning Of Sustainability Through Storytelling, Nancy T. Ladeinde

Masters Theses

The term “Sustainability” has come to stay as it is deeply integrated into our everyday life, although it seems complex to understand and engage with. The purpose of this thesis is to know how Unilever, a global consumer goods organization, makes meaning of its sustainability efforts. The method used to achieve this is a thematic analysis of Unilever’s campaign “What Planet Are You On?” a brand campaign documenting their sustainability efforts. Building on storytelling as a theoretical framework, it delves into the strategic use of stories as a communication tool for sustainability efforts, emphasizing its impact on brand narrative, stakeholder …

Analyzing The Prophylactic And Therapeutic Role Of Inoculation To Facilitate Resistance To Conspiracy Theory Beliefs, Alicia Mason, Josh Compton, Emerson Tice, Brooklyn Peterson, Isaac Lewis, Tanner Glenn, Tricia Combs

Faculty Submissions

Conspiracy theories pose a variety of social and psychological consequences for individuals and society, and research suggests that around half of the U.S. population believes at least one. A two-phase inoculation experiment was conducted. Inoculated participants reported more negative general attitudes toward conspiracy theories and lower Phase II generic conspiracist beliefs, which are both indicators of harm-reduction and the beneficial healing impacts of therapeutic inoculation. The addition of therapeutic inoculation as a harm-reduction or healing technique in practitioners’ stakeholder response toolkit is a valuable contribution to both theory and practice.

Reputation Themes From Communication Perspective: A Qualitative Systematic Review, Omar Abu Arqoub

Journal of the Association of Arab Universities for Research in Higher Education مجلة اتحاد الجامعات العربية للبحوث في التعليم العالي

The article aimed to systematically review communication reputation-related research to shape the reputation literature from a communication perspective. After investigating several databases, a total of 366 peer-reviewed communication journal articles focusing on reputation were selected based on the inclusion and exclusion criteria of the study. A qualitative text mining and thematic analysis approach was conducted using the NVivo program to examine the most frequently used words and major emergent themes. The results revealed that the topmost frequently repeated words in communication reputation-focused articles were “crisis,” “public,” “reputation,” “communication,” “media,” and “relations.” Also, this study discussed the six major themes that …

Social Media Reactions To Apologies From Public Figures, Brands, And Companies And Its Impact On Reputation, Melissa N. Dolan

Student Theses and Dissertations

Apologies issued by public figures, brands, and companies after a scandal or public perception of wrongdoing are common occurrences that have a significant impact on a brand's overall reputation. The impact on reputation hinges on how apologies are dissected and criticized by audiences on social media, which in turn influences public opinion and perception of the brand, company, or public figure. Furthermore, social media has exacerbated condemnation or support for public apologies, because it provides a platform for public discourse on the matter. Apologies are powerful tools that can be effective if implemented well or can be detrimental to a …

American Vibe Check: Based, Mid, Or Cringe? Measuring Gen Z’S Attitudes And Perceptions About American Democracy, Bethany Perryman

Masters Theses, 2020-current

Democracy is a concept, process, and practice, and American democracy is a specific flavor of it. Public opinion is influenced and shaped by mass media, and messages about American democracy emerge in a web of powers and among power dynamics. These messages include the actions and relationships of the American civic system with its citizenry and the world. Generation Z is a socially, culturally, economically, and politically unique population in American life, who form their own perceptions and attitudes about American democracy based on their experiences and with the ecosystem of communication and interaction they have with mass media messages. …

The Rhetoric Of Integrated Marketing Communication (Imc) Approaches To Marketing Sporting Events, Mohammed Almughaiseeb

Electronic Theses and Dissertations

The effective communicative capabilities of integrated marketing communication (IMC)

programs demand the expansion of their application to include sporting events. Sporting events, specifically the Olympic Games and the FIFA World Cup, have proven to have effective communication capabilities that can be used to influence the perceptions of target audiences. Creating positive perceptions of a sporting event can help achieve promotional, political, economic, and cultural gains, among others. Achieving desired goals requires preparing a comprehensive and persuasive IMC plan. The communication and marketing capabilities possessed by IMC programs have not been sufficiently studied in the context of marketing sporting events. Therefore, …

Connecting Students With Community-Based Organizations For Informal, Short-Term Experiential Learning Opportunities: A Portal Proposal For Csusb, Dia Poole

Electronic Theses, Projects, and Dissertations

Each term, scores of students enrolled in practicum courses at universities must connect informally with community-based and nonprofit organizations (CBOs/NPOs) for short-term research, volunteerism, or practicum coursework assignments. In most cases, these student-community connections are known only to the students, the organizations they serve with, and the faculty who see the results of coproduced assignments. Few examples can be found in scholarly literature—beyond cursory nods to their existence—of structures designed and implemented primarily for connecting students with CBOs/NPOs and tracking participation in these informal experiential learning opportunities. Further, few examples exist of mechanisms that allow local organizations to convey their …

What Gives? Leveraging Marketing Knowledge To Increase Consumers’ Charitable Giving, Caitlin Michael

Graduate Theses, Dissertations, and Problem Reports (ETD)

Marketing plays a central role in nonprofit organizations that compete for the donations of individual consumers to achieve their respective missions. To this end, marketing researchers and practitioners have devoted much attention to the antecedents of charitable giving and ways in which solicitations may be made more effective and efficient. This gives rise to the questions: “What has the field learned?” and, relatedly, “What novel effects have not yet been explored?” Within this dissertation, three essays address these questions through the use of multiple methodologies.

The first essay seeks to outline what the marketing field has learned about consumers’ charitable …

Personal Branding, Reality Television, And Social Media: How Former Big Brother Contestants Create, Maintain, And Alter Their Public Image, Justin L. Richards

Masters Theses

This study interrogated how these theories were potentially used, or aspects of the theories used to create, alter, or maintain, the contestant’s personal brands on two social media platforms. Informed by previous literature on personal branding and impression management, 1,021 pieces of social media communication were analyzed, 499 pieces of communication from Taylor Hale, and 522 pieces of communication from Paulie Calafiore. This study determined that there were up to five different patterns on the kind of content produced that still qualified under these theories for Taylor Hale, and up to four different patterns for Paulie Calafiore. Some patterns appeared …

Journal Of Communication Pedagogy, Complete Volume 6, 2022

Journal of Communication Pedagogy

No abstract provided.

Online Legal Help-Seeking For Victims Of Intimate Partner Violence During The Covid-19 Pandemic, Christina S. Walker

Dignity: A Journal of Analysis of Exploitation and Violence

Legal, court, and criminal justice professionals regularly navigate court procedures and processes through online portals. They know where to locate applicable court rules, such as a specific section on a court website or a departmental contact. However, these tasks can be extremely daunting for laypersons seeking court assistance, especially for victims of violence who have limited time away from the abuser. To determine how state judicial branches make information available about protective order procedures and general information to a layperson, especially to victims of intimate partner violence, this study assessed court websites of five states where intimate partner violence (IPV) …

Call Your Elected Officials: Identifying Predictors And Audiences For Collective Climate Action, Nathan Scott Bender

Graduate Student Theses, Dissertations, & Professional Papers

Influential climate action in the United States is beyond the scope of individual actions, and instead requires collective action. This challenges governmental agencies and NGOs to promote enough collective action to inspire systemic change. Though decades of social research have identified broad trends in the drivers of this collective climate action, predictors of specific actions vary across individuals and contexts, and existing theory does not fully account for these shifting relative contributions. Additionally, the scale and urgency at which we must address climate change requires understanding and motivating climate action at all scales, from broad trends to predictors of specific …

Welcoming Families With Children To Csusb: Making An Intergenerational Difference, Leslie Leach

Electronic Theses, Projects, and Dissertations

Coming back to school after a gap in your education can be a daunting task. For students with children (SWC), the undertaking has different challenges than their classmates. Providing resources geared towards their success plays a significant role in the student's ability to complete their education. It also allows the SWC to feel a sense of belonging within their institution of higher learning. This project analyzes other California State Universities' family housing programs to advocate a similar program at California State University, San Bernardino. Using the Communication Theory of Identity (CTI) and Organizational Identity (OI), I can illustrate how resources …

Eureka: Identifying What It Means To Practice Student- Centered Teaching In A Hypermodern Age, Audra Diers-Lawson

Journal of Communication Pedagogy

Contemporary professional reports and research suggest that in corporate communication and related programs, we are not creating environments for modern students to thrive nor are we meeting the industry’s expectations in a ‘hypermodern’ world. Using personal ethnography, this article to analyzes industry-articulated limitations in the knowledge and skill sets of new communication practitioners, reviews contemporary literature identifying the learning needs of today’s students, and proposes a set of best practices based on the literature and the author’s own journey as a higher education practitioner of 20 years. Best practices identified incorporate elements of entertainment, engagement, and an ‘open-world’ approach that …

Perceptions Of Black Lives Matter: An Analysis Of The Movement And Its Impact On The Relationship Between The Lincoln Police Department, The Media And The Public, Paige Heinemann

Honors Program: Senior Projects (Public)

This study examines the relationships between the Lincoln Police Department (LPD), the Lincoln Journal Star (LJS), and the public as they interacted during the Black Lives Matter protests in Lincoln, Nebraska, during June 2020. In order to analyze the relationships between the three actors, I utilized previous research that examined the role of the media on perceptions of police, how media framing of police brutality influences perceptions, and how the four models of public relations function in communities. This led me to pose the following research question: How do the relationships between the Lincoln Police Department, the media and the …