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 …

From Stage To Screen: Hamilton: An American Musical, Emotional Communication, And Digital Audience Discourse, Christopher J. O'Quinn Jr

Theses and Dissertations

This study examines how musical theatre functions as a communicative and affective medium that extends beyond live performance into digital spaces where audiences actively construct and share meaning. Focusing on the Broadway musical Hamilton: An American Musical (throughout the thesis, I will refer to it as Hamilton), this research explores how audiences interpret, express, and create emotional responses through social media platforms. Using a modified digital ethnographic approach, data were collected from Instagram comments on posts from 2024 to 2026. Subsequently, a discourse analysis was employed to identify patterns in emotional expression, lived experience, meaning-making, performer appreciation, and shared …

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, …

Social Media Addiction And Its Influence On The Physical Social Interactions Among West Virginia University Students, Blessing Ochom Omaleko

Graduate Theses, Dissertations, and Problem Reports (ETD)

ABSTRACT

Social Media Addiction and its Influence on the Physical Social Interactions Among West Virginia University Students

Blessing O. Omaleko

This qualitative study investigated social media addiction and its perceived influence on face-to-face interactions among 14 West Virginia University students using an open-ended qualitative survey. Grounded in Griffiths' (2013) behavioral addiction components, salience, mood modification, conflict, and relapse, the data were analyzed using Thematic Analysis (Braun & Clarke, 2006). Findings revealed that while students characterized their social media use as a habit rather than an addiction, their descriptions aligned with multiple addiction components. Students consistently valued in-person interactions over online …

An Evidence-Based Practice Initiative To Promote Debriefing Within The Obstetrics Surgical Team, Rachel Lynn Runatz

Graduate Theses, Dissertations, and Problem Reports (ETD)

Introduction: Operating room debriefing is an evidence-based strategy shown to improve communication, efficiency, patient safety, and safety culture; however, debriefing is inconsistently performed in obstetric operating rooms due to workflow, cultural, and time-related barriers.

Purpose: The purpose of this Doctor of Nursing Practice (DNP) project was to increase the frequency of debriefings in the Birthing Center operating rooms at WVU Medicine Children’s Hospital through implementation of a nurse-driven, evidence-based debriefing initiative.

Intervention: A nurse-driven debriefing protocol was implemented using the Iowa Implementation for Sustainability Framework. Interventions included staff education, accessible laminated debriefing documents, identification of nurse champions, leadership support, and …

Beyond Words: A Systematic Multimodal Framework For Text, Images, And Extreme Helpfulness In Online Reviews, Alvaro J. Aguado Marin

Dissertations

Online product reviews have become increasingly multimodal, combining text with media-rich elements such as images. However, academic research has largely examined textual features in isolation, overlooking how visual content and its interaction with text shape perceived helpfulness. This dissertation addresses that gap by developing and empirically validating a comprehensive framework capturing how textual, visual, and contextual features collectively influence review evaluation. Grounded in the Elaboration Likelihood Model (ELM) and extended through the Text-Image Elaboration Likelihood Model (TI-ELM), the framework advances understanding of how consumers process content from both user- and business-generated sources. It also lays the foundation for examining emerging …

Laughter In Adversity: Exploring The Meaning, Motivations, And Social Uses Of Dark Humor Among Filipino College Students, Jermilen S. Murillo, Criztine A. Capin, Monica R. Mesa, Robyn Nicole A. Torres, Chrizelle M. Villanueva

Sinaya: A Philippine Journal for Senior High School Teachers and Students

This study explores how Filipino Generation Z college students in Metro Manila utilize dark humor as a coping mechanism for stress management, mental health resilience, and navigating social dynamics. Drawing on a descriptive phenomenological approach, in-depth interviews with nine students aged 21 to 23 years old revealed that dark humor operates as both an emotional outlet and a cultural expression rooted in Filipino values. Themes showed that its use is mindful and context-sensitive, shaped by pakikiramdam (emotional sensitivity) and pakikipagkapwa (relational empathy), allowing participants to reframe grief, ease emotional burdens, and build intimacy within trusted circles. These practices reflect pantawang …

From Fashion To Electronics: Analyzing Shopee Indonesia Email Marketing Content Across Different Product Categories, Tri Anita Rahayu, Irmawan Rahyadi, La Mani La Mani

ASEAN Marketing Journal

This study explores the email marketing content employed by Shopee Indonesia across various product categories, including fashion, health & beauty, electronics, digital products, and home & living. By analyzing the variations in themes, messaging, and promotional tactics, the research aims to understand how Shopee Indonesia customizes its email content to optimize engagement and conversion rates across these diverse categories. The findings reveal that Shopee Indonesia employs distinct content strategies tailored to the specific characteristics and consumer preferences associated with each category, highlighting the platform's strategic approach to targeted marketing.

Guidos And Grenades: Shaming Discourses In Mtv’S Jersey Shore, Mackenzie K. Mickavicz Ms., Aubree A. Herman

Dialogue: The Interdisciplinary Journal of Popular Culture and Pedagogy

MTV’s Jersey Shore, launched in 2009, reached nearly 9 million viewers at the peak of its popularity. Inspired by the language used by the show’s male cast members to criticize a woman’s weight and appearance, such as “grenade” and “atomic bomb,” this study applies social congitive theory and reality television framework to analyze instances of shaming on Jersey Shore. Through a mixed-methods analysis, this study identifies the various forms of shaming depicted and explores how gender dynamics and character relationships affect these interactions. Findings reveal the most frequent forms of shaming, shame targets, and shame initiators as well as …

Gender Representation Of Selected Women Politicians In The Digital Era: A Textual Analysis, Ruby V. Asoy

Social Sciences and Development Review

The study explored the relationship between Filipino women politicians and their political roles as depicted in media interviews to generate new findings and broader societal perspectives on gender representation. Sandra Harding’s Feminist Standpoint Theory was applied to the research, which offers a nuanced understanding of the interplay between gender, power, and political agency, ultimately illuminating how female politicians shape and transform contemporary governance. The study adopted qualitative research and textual analysis to examine the content of media interviews. It seeks to reveal the rich tapestry of meanings embedded within the text, showcasing the multiple interpretations that can arise and the …

Associations Between Social Media Usage, Physical Activity And Flourishing In Rural University Students, Anna Dysart, Minu Sara Thomas

Journal of Appalachian Health

Introduction: Most adolescents and young adults report significant use of social media.^1-3 However, there is limited research on the effect of social media use, specifically on physical activity and flourishing.

Purpose: This pilot research study examines the correlation between social media usage and the physical activity and flourishing levels of college students at a rural university in Appalachia.

Methods: The authors conducted a survey including the validated Secure Flourishing Index and Stanford Leisure-Time Activity Categorical Item, containing questions on social media use and demographics. Spearman’s rho was used for nonparametric correlations. Pearson’s correlation was used to determine the correlation …

Registro Del Roleplaying Como Modelador De La Conducta En Situaciones Comunicativas Informales, Ximena Díaz Santillán

Journal of Roleplaying Studies and STEAM

En el presente texto se propone explicar que el uso del lenguaje de los juegos de rol, aplicado a la vida cotidiana, tiene implicaciones no solo a nivel discursivo, sino que también influye en la conducta que las personas llevan a cabo en las interacciones, fuera del roleplay, en las que se emplean dichos términos. Con esta finalidad se recurre a la Lingüística Sistémico Funcional propuesta por Michael Halliday (2001), la cual toma como base la semiótica para explicar que la manera en que hablamos —desde el tono de voz hasta la sintaxis empleada— depende de la situación comunicativa en …

Unseen Bias: How Ai Shapes Religious Narratives In Digital Spaces, Hilman Nurjaman, Achmed Faiz Yudha Siregar, Jasmine Rizky El Yasinta

Journal of Middle East and Islamic Studies

This study explores the role of artificial intelligence (AI) in shaping religious narratives in digital spaces, particularly on social media platforms and AI chatbots. Using sentiment analysis and qualitative content analysis, this research examines religious discourse in Indonesia, focusing on the impact of AI-driven content personalization, such as 'filter bubbles' and 'echo chambers'. The findings indicate that AI algorithms reinforce religious biases, intensifying polarization and discrimination, especially between majority and minority religious groups. The study also highlights the socio-political factors influencing these dynamics, including identity politics, historical religious tensions, and conservative social norms. This research emphasizes the need for a …

Synergizing Digital And Print: Leveraging Spine Surgeons' Social Media To Transform Publishing And Society Interaction, Benedikt W. Burkhardt, Kai-Uwe Lewandrowski, Choll W. Kim, Morgan P Lorio, Oscar L. Alves, Rossano Kepler Alvim Fiorelli, Sergio Luis Schmidt, Hansen A. Yuan, Alex R. Vaccaro

Department of Orthopaedic Surgery Faculty Papers

BACKGROUND: Social media has fundamentally altered how information is created, disseminated, and consumed, with growing impact on spine surgeons and professional societies. Traditional academic publishing remains the standard for research validation, but digital platforms now shape much of the real-time dialogue in spine care.

OBJECTIVE: To explore strategies for integrating spine surgeons' social media presence with traditional publishing channels to enhance knowledge dissemination, support clinical innovation, and improve member engagement within spine societies.

METHODS: This perspective reviews current patterns of social media use among spine surgeons, focusing on platforms such as X (formerly Twitter), Instagram, and LinkedIn. It analyzes benefits …

Virtually Present In The Vastness: Vr’S Pathway To Awe And Appreciation, David Paul Peters

Dissertations - ALL

This dissertation explores how spatial presence in Virtual Reality (VR) creates awe and appreciation through the role of perceived vastness. 92 participants played a custom-built VR game (VR Nature Photographer) in three environments designed to be low, medium, and high in vastness. A repeated-measures design measured spatial presence, vastness, awe, and appreciation across conditions. Results showed higher vastness increased all four outcomes, with awe and vastness having the largest effect sizes and presence and appreciation medium sized. Mediation analyses showed perceived vastness fully mediated the effect of spatial presence on awe in all vastness conditions and partially mediated its effect …

How Narrative Storytelling On Social Media Develops Relationships Between Authors And Readers, Madelyn Woodson

Theses - ALL

With the rise of social media being used to sell products and connect communities, it is important to understand how creators are developing relationships with viewers. A specific community where this is evident is BookTok, where readers and authors can connect over shared interests. Understanding how, in this case, relationships are built between readers and authors can be broken down by looking at elements of trust, satisfaction, and commitment which stem from the Organization Public Relationship (OPR) theory developed by Hon and Grunig (1999). Research has shown that personalization and storytelling when creating content and communicating with publics develops a …

Readability Of Spanish Language Early Intervention Materials For Children Who Are D/Deaf And Hard Of Hearing, Torri Ann Woodruff-Gautherin

Journal of Early Hearing Detection and Intervention

This paper discusses how accessibility to information may be limited for families and considers why this is of a critical concern for families using Spanish. To look at accessibility of materials online, six search terms were used in the Google search engine. Ninety-one unique websites were included for readability analysis (43 written in English and 48 written in Spanish). Readability was assessed for English materials using Flesh-Kincaid Grade Level (FKGL; mean=12.83, sd=2.737) and Flesh-Kincaid Ease of Reading Score (FKERS; mean=35.602, sd=15.651). FKGL scores were consistent with prior work (Woodruff & Cienkowski, 2021). For materials written in Spanish readability was assessed …

#Diydiabetes: Type One Diabetes, Stigma, And Control In Digital Networks Of Diy Looping, Sophia M. Shelley

Culture, Society, and Praxis

The general public’s awareness of type one diabetes is often lacking and filled with misinformation that can lead to stigma around the disability. Often type one diabetics have to fend for themselves through the means of “DIY diabetes.” The delay in technological innovations and the slow approval rate of Health Canada, compared to the US Food and Drug Administration, makes improving the lives of those with diabetes much more challenging. The self-management of the disability enables diabetics to take agency of their treatment plan and is the primary reason for DIY diabetes. The main reason for this research is to …

Developing Digital Feedback Literacies In Language Teacher Education: Peer And Partnership Approaches In The Postdigital Age, Jennifer Schluer

Journal of Media Literacy Education

Critical media literacy needs to be seen as a central component of language teacher education, especially in the postdigital age. One underexplored dimension, however, is digital assessment literacy and in particular digital feedback literacy (Schluer, 2022a). Even though recent years witnessed a proliferation of digital technologies for feedback exchanges, pedagogical guidance for the use of digital feedback remains almost non-existent (but see Schluer, 2022a; 2023; 2024a). Theoretically, this paper connects the concept of Digital Feedback Literacies (DFL) to the frameworks of Critical Media Literacies (CML) and Postdigital Literacies (PDL). Empirically, it presents insights from research on digital peer feedback as …

Digital Text And Communication Literacy Of English Language Teachers: Implications From A Reconstructive Study On Teachers’ Professional Development, Annika Janßen, Jan-Erik Leonhardt, Alexandra Kemmerer, Britta Viebrock

Journal of Media Literacy Education

In this contribution, we will introduce the concept of Digital Text and Communication Literacy (DITECOL), which was developed as part of the DigiNICs project. It contains subject-related, functional, critical, and methodological competences to deal with and teach digital texts and communication forms in foreign language education. We will present first results from a qualitative interview study with six English language teachers who participate in the DigiNICs project. The study examines how they perceive their usage of digital texts and communication forms a) in their lessons and b) in the context of in-service teacher training. The interview data was analysed using …