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Title: EXPLORING THE ASSOCIATION OF THE ATTRIBUTES OF SELF-SERVICE KIOSKS, CUSTOMER CHECK-IN SATISFACTION, AND CUSTOMER COMMITMENT IN CONVENTION HOTELS:THE CASE OF THE ROSEN CENTRE HOTEL, A CONVENTION HOTEL.
Creator: Deel, Gary, Severt, Denver, University of Central Florida
Abstract / Description: Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to...
Show moreResearch regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously supported outside of the hospitality industry which demonstrated support for a universal standard of investigating self-service technology impacts regardless of environment, but heretofore had not been tested in the convention hotel segment. This was a quantitative case study using survey analysis to examine customer perceptions of self-service technologies at the Rosen Centre Hotel in Orlando, Florida. The results of this study supported a direct association between positive and negatives attributes of SST and corresponding customer check-in satisfaction levels. Secondly, while results supported direct association between customer check-in satisfaction and affective customer commitment, virtually no association was found between satisfaction and instrumental commitment.
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Date Issued: 2010
Identifier: CFE0003358, ucf:48455
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0003358

Title: Comparing Self-Service Technologies and Human Interaction Services in the Hotel Industry.
Creator: Park, Soona, Kwun, David, Park, Jeong-Yeol, Bufquin, Diego, University of Central Florida
Abstract / Description: Due to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer...
Show moreDue to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer satisfaction and service loyalty in the hotel industry. Initially, this study conceptualized the service quality dimensions with six major dimensions (i.e., reliability, responsiveness, tangibles, competence, efficiency, and enjoyment) and hypothesized to have a positive influence on customers satisfaction, and subsequently, on service loyalty. A total of 275 useable responses were collected through an online self-administrative survey on Qualtrics. The results indicated that the service quality for SST and HIS customers could be evaluated through three major factors: interactive quality, tangibles, and enjoyment. Overall, interactive quality and enjoyment had a significant effect on customer satisfaction and service loyalty, while tangibles showed a direct impact on service loyalty. In addition, hotel customers had a higher level of interactive quality and service loyalty when they received service from HISs. On the other hand, hotel customers tended to show a higher level of enjoyment when they receive service from SSTs. This study contributes theoretical implications as it suggests the service quality framework that can be applied to both SST and HIS service settings. Furthermore, this study provides hotel managers with a comprehensive understanding of customer service perceptions towards SSTs in contrast to HISs.
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Date Issued: 2018
Identifier: CFE0007071, ucf:51988
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0007071

Title: UCANFNSH: A VIRTUAL LEARNING ENVIRONMENT CREATED TO ENGAGE AND INSPIRE SELF-DETERMINATION IN MIDDLE SCHOOL STUDENTS WITH LEARNING DISABILITIES.
Creator: Rosenblatt, Kara, Cross, Lee, University of Central Florida
Abstract / Description: This study explored the efficacy of using a virtual college campus to teach self-determination skills to middle school students with learning disabilities. Teaching self-determination skills is considered best practice for students with disabilities as they transition into adulthood. Three measures, a self-determination knowledge measurement scale, a behavior rubric, and 15 multiple choice questions measured self-determination knowledge and skill application ability with 71 middle school...
Show moreThis study explored the efficacy of using a virtual college campus to teach self-determination skills to middle school students with learning disabilities. Teaching self-determination skills is considered best practice for students with disabilities as they transition into adulthood. Three measures, a self-determination knowledge measurement scale, a behavior rubric, and 15 multiple choice questions measured self-determination knowledge and skill application ability with 71 middle school students with learning disabilities. The measures were used to determine whether the students who learned about self-determination skills in the virtual college setting during one training session displayed more knowledge and application of these skills than students who learned about and applied these skills in the natural setting. Empirical data revealed that overall, students made significant gains in their capacity to be self-determined in both natural and virtual settings. Students who participated in self-determination skills training in the virtual college setting displayed significantly more self-determination skills knowledge than the two control groups. Anecdotal evidence suggested that the students who learned in the virtual learning environment were also able to generalize these skills to both home and school settings after only one training session. Recommendations were made for future studies utilizing virtual learning environments to teach students with disabilities self-determination skills and increasing the use of digital media in teacher preparation programs.
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Date Issued: 2009
Identifier: CFE0002829, ucf:48083
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0002829

Title: LOCUS OF CONTROL AND SELF-EFFICACY: POTENTIAL MEDIATORS OF STRESS, ILLNESS, AND UTILIZATION OF HEALTH SERVICES IN COLLEGE STUDENTS.
Creator: Roddenberry, Angela, Renk, Kimberly, University of Central Florida
Abstract / Description: Stress has been linked to increased illness in several biologically based studies. In contrast, only a limited number of studies have assessed psychological variables related to stress, with self-efficacy and locus of control serving as potentially important variables. Thus, the current study investigated the mediating effects of self-efficacy and locus of control in the relationship between stress, psychological and physical symptoms, and the utilization of health services in college...
Show moreStress has been linked to increased illness in several biologically based studies. In contrast, only a limited number of studies have assessed psychological variables related to stress, with self-efficacy and locus of control serving as potentially important variables. Thus, the current study investigated the mediating effects of self-efficacy and locus of control in the relationship between stress, psychological and physical symptoms, and the utilization of health services in college students. Results suggested that stress was correlated positively with symptoms. External locus of control was correlated positively with stress and symptoms, and self-efficacy was correlated negatively with stress and symptoms. Further, structural equation modeling was used to test two separate models. The first model examined the relationships between stress and symptoms and between symptoms and utilization of health services. Although the path coefficients suggested that there were direct relationships, the data did not adequately fit this model. The second model examined the potential mediational effects of locus of control and self-efficacy on the relationship between stress and symptoms. The path coefficients for the second model were consistent with a mediation effect for locus of control in the relationship between stress and symptoms; however, when this model was tested for full mediation, the data did not fit the model. These results highlight the importance of having future studies examine and identify potential mediators of the stress and illness link. Implications for reducing health care costs and promoting better mental and physical health are discussed.
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Date Issued: 2007
Identifier: CFE0001831, ucf:47337
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0001831

Title: Preservice Teachers and Perceived Stress: A Comparative Study.
Creator: Evans, Kelsey, Russell, William, Hewitt, Randall, Hynes, Mike, Jahani, Shiva, University of Central Florida
Abstract / Description: Teachers are being pushed to the brink of burnout and leaving the profession, placing teachers' health and wellness in jeopardy (Daniels (&) Strauss, 2009; Maslach (&) Leiter, 2008; Stephenson, 2012; Vladut (&) Kallay, 2010; Wilkerson, 2009). Yet, it has become increasingly clear teacher stress may start prior to entering the profession (Brown (&) Ryan, 2003, Darling-Hammond, 2006). The researcher used a non-experimental design to evaluate the perceived stress among pre-service teachers...
Show moreTeachers are being pushed to the brink of burnout and leaving the profession, placing teachers' health and wellness in jeopardy (Daniels (&) Strauss, 2009; Maslach (&) Leiter, 2008; Stephenson, 2012; Vladut (&) Kallay, 2010; Wilkerson, 2009). Yet, it has become increasingly clear teacher stress may start prior to entering the profession (Brown (&) Ryan, 2003, Darling-Hammond, 2006). The researcher used a non-experimental design to evaluate the perceived stress among pre-service teachers enrolled in internship, and if the coping style of mindfulness had any correlation on self-reported stress levels. The quantitative study surveyed 332 student interns using the Perceived Stress Survey (Cohen (&) Williams, 1988) to depict perceived stress levels of pre-service teachers. A demographic questionnaire was also administered. The results indicated an increase in perceived stress, suggesting that stress may vary across the demographic variables of gender. Mindfulness was researched as a potential solution, however, there was no correlation between mindfulness and stress levels. education is necessary in the discussion and implementation of mindfulness as a potential intervention tool for stress. Further research is needed for a deeper understanding of gender, and how mindfulness may be a positive intervention to perceived stress.
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Date Issued: 2019
Identifier: CFE0007628, ucf:52546
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0007628

Title: This is just temporary: A study of extended-stay motel residents in Central Florida.
Creator: Gonzalez Guittar, Stephanie, Wright, James, Carter, Shannon, Jasinski, Jana, Frumkin, Michael, University of Central Florida
Abstract / Description: Motel life has existed in the United States for over 100 years. However, it was not until the HEARTH Act in 2009 changed the federal definition of homelessness that those who live in motels more or less permanently were considered homeless persons. This project utilizes qualitative, semi-structured interviews with 18 families with children who are living in motels to explore their experiences with motel life and social service providers, their housing identity, and identity management...
Show moreMotel life has existed in the United States for over 100 years. However, it was not until the HEARTH Act in 2009 changed the federal definition of homelessness that those who live in motels more or less permanently were considered homeless persons. This project utilizes qualitative, semi-structured interviews with 18 families with children who are living in motels to explore their experiences with motel life and social service providers, their housing identity, and identity management strategies. Interviews with social service providers were also conducted for context and to gain their perspective on families living in motels. Findings show that most of the motel residents did not identify with the conventional definition or image of homelessness and instead negotiated the term to fit their situation. Although they did not initially self-identify as homeless, when discussing policy recommendations all participants adopted a homeless social-identity (i.e., they identified as members of the homeless social category). As members of the homeless community, the participants agreed that homeless families in the area needed more attention and assistance. The identity management strategies employed by the participants were meant to show how they were good people who were just stuck in a motel because of circumstances outside of their control and how they were deserving of assistance to help their families move out of the motel and obtain adequate, permanent housing. Interviews with the social service providers showed that they often do exercise their power over clients by classifying them into a "deserving" group or a "not willing to work for it" group based on their own experiences and prejudices.
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Date Issued: 2012
Identifier: CFE0004540, ucf:49241
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0004540

Title: Pre-Service Elementary Teachers' Self-Efficacy Beliefs About Science Using Critical Incident Technique: A Case Study Approach.
Creator: Ravikumar, Meera, Jeanpierre, Bobby, Everett, Robert, Hopp, Carolyn, Dieker, Lisa, University of Central Florida
Abstract / Description: The primary goal of this case study using qualitative and quantitative methods was to investigate pre-service elementary teachers' initial self-efficacy beliefs about science and science teaching by exploring the K-12 science experiences of these prospective elementary teachers. Of the 108 participants who completed the science teaching efficacy belief survey (STEBI-B) (Enochs (&) Riggs, 1990), 12 participants were selected to be interviewed using Flanagan's (1954) critical incident technique...
Show moreThe primary goal of this case study using qualitative and quantitative methods was to investigate pre-service elementary teachers' initial self-efficacy beliefs about science and science teaching by exploring the K-12 science experiences of these prospective elementary teachers. Of the 108 participants who completed the science teaching efficacy belief survey (STEBI-B) (Enochs (&) Riggs, 1990), 12 participants were selected to be interviewed using Flanagan's (1954) critical incident technique. Participants were asked to share their past positive and negative incidents during their K-12 years with science and science teachers. They were also asked to report how past incidents affected them at present and how they believed they would impact them as future teachers of science in elementary schools.The past positive and negative incidents were analyzed using Bandura's (1977) four sources of self-efficacy (mastery, vicarious, social persuasion, and physiological/emotional) and by school level; and the impact of the past science incidents on the subjects' present and future beliefs as science teachers were categorized. The results of this study revealed that pre-service elementary teachers' self-efficacy and beliefs were largely influenced by their past experiences with science in the K-12 years, and mastery experiences dominated as a source of self-efficacy. Implications for practice and recommendations for future research were made based on the findings of the study.
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Date Issued: 2013
Identifier: CFE0004916, ucf:49632
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0004916

Title: The Contribution of School Counselors' Self-Efficacy and Professional Quality of Life to their Programmatic Service Delivery.
Creator: Mullen, Patrick, Lambie, Glenn, Robinson, Edward, Van Horn, Stacy, Conley, Abigail, University of Central Florida
Abstract / Description: The purpose of this investigation was to examine the directional relationship between practicing school counselors' level of professional quality of life and self-efficacy to their programmatic service delivery activities. This investigation tested the theoretical model that practicing school counselors' level of professional quality of life (as measured by the Professional Quality of Life Scale [ProQOLs; Stamm, 2010]) and their self-efficacy (as measured by the School Counselor Self-Efficacy...
Show moreThe purpose of this investigation was to examine the directional relationship between practicing school counselors' level of professional quality of life and self-efficacy to their programmatic service delivery activities. This investigation tested the theoretical model that practicing school counselors' level of professional quality of life (as measured by the Professional Quality of Life Scale [ProQOLs; Stamm, 2010]) and their self-efficacy (as measured by the School Counselor Self-Efficacy Scale [SCSEs; Bodenhorn (&) Skaggs, 2005]) contributes to their service delivery activity (as measured by the School Counselor Activity Rating Scale [SCARS; Scarborough, 2005]). Specifically, this study examined the hypothesized directional relationship that school counselors who have higher ProQOL scores (e.g., less burnout and compassion fatigue and higher compassion satisfaction) and higher self-efficacy scores (e.g., more confident about counseling skills) have increased levels of programmatic service delivery facilitation (e.g., they provide high levels of school counseling activities for students and stakeholders). In addition, this investigation examined the relationship between practicing school counselors' demographic factors and the constructs of professional quality of life, self-efficacy, and programmatic service delivery. Furthermore, the investigation examined the difference in response rate and school counselors' total mean score (as measured by the ProQOLs, SCSEs, and SCARS) based upon the: (a) sampling method (e.g., email web-based, paper-pencil mail-out survey, face-to-face survey administration), (b) token incentive type (e.g., monetary [$1.00, $2.00, or no incentive] or non-monetary [$1.00 donation to the American Red Cross or no donation]), and (c) sampling population (e.g., ASCA dataset or Common Core Dataset)?A review of the literature is presented, which provides conceptual theory and empirical research to support the constructs and their hypothesized relationship. A descriptive, correlational research design was employed to investigate the research hypothesis and exploratory research questions. The data was collected through diverse survey methodologies (e.g., email web-based, paper-pencil mail-out survey, face-to-face survey administration). The research hypothesis was tested through the utilization of structural equation modeling (SEM). In addition, multiple linear regression, spearmen rho correlation, Mann-Whitney U tests, Kruscal-Wallis H tests, and Chi Square tests of independence were used to analyze the data for the exploratory questions. The results of the investigation are presented and compared to current literature and prior research. Additionally, the limitations of the study are discussed and recommendations for future research are presented. Last, implications from this investigation are discussed in regards to practicing school counselors, school counselor educators, and school counseling researchers.The sample size for this investigation was 690 with 577 used for the data analysis after data cleaning. The results of the SEM analyses identified that practicing school counselors' professional quality of life contributed to their programmatic service delivery (1.21% of the variance explained). In addition, the results identified that practicing school counselors' self-efficacy contributed to their programmatic service delivery (34.81% of the variance explained). Furthermore, the analysis indicated that the covariance between professional quality of life and self-efficacy accounted for 26% of the shared variance between these two constructs of interest.Implications of the findings from the study include (a) school counselors' self-efficacy contributes to their programmatic service delivery (large effect size), (b) school counselors' professional quality of life and self-efficacy contribute to one another (medium to large effect size), and (c) school counselors' professional quality of life contributes to their service delivery (small effect size). Additionally, this study provides implications in regards to: (a) the psychometric properties of the ProQOLs, SCSEs, and SCARS with a national sample of practicing school counselors and (b) research methodology related to differences in school counselors' response rates and total mean score on the ProQOLs, SCSEs, and SCARS based upon the sampling method, incentive type, and sampling population.
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Date Issued: 2014
Identifier: CFE0005218, ucf:50627
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0005218

Title: Effects of Electronic Media Messages on the Perceived Self-Efficacy of Pedestrian Commuters Living in the Unincorporated Central Florida Community of Conway.
Creator: Stephens, Daniel, Yu, Chia-Yuan, Martin, Lawrence, Hawkins, Christopher, Seigler, Daniel, University of Central Florida
Abstract / Description: Urban pedestrianism is increasingly perceived as a dangerous form of travel. While roadway design has been historically scaled to cars instead of people, planning professionals are now re-thinking their approach to make roads more inclusive for all travelers. Scholars, however, have learned harbored fear can trump behavior even under ideal travel conditions. Such fear can adversely impact perceived pedestrian self-efficacy, which is the self-generated internal assessment or belief in a...
Show moreUrban pedestrianism is increasingly perceived as a dangerous form of travel. While roadway design has been historically scaled to cars instead of people, planning professionals are now re-thinking their approach to make roads more inclusive for all travelers. Scholars, however, have learned harbored fear can trump behavior even under ideal travel conditions. Such fear can adversely impact perceived pedestrian self-efficacy, which is the self-generated internal assessment or belief in a traveler's agentive abilities to navigate the travel environment. The challenge thus becomes twofold: improve the built environment while bolstering traveler confidence. The following study, therefore, employed a qualitative phenomenological research design to ascertain the concerns and perceptions of vulnerable travelers as it pertained to and was affected by travel-specific media. The study employed denizens selected from the Central Florida community of Conway, who were interviewed using a multi-method approach employing a semi-structured interview technique utilizing individual interviews and small focus group sessions. Using Social Cognitive Theory (SCT) as the theoretical framework, the researcher studied and documented the elements contributing to the perceptions of pedestrian travelers. The rationale for this approach is found in the dynamic relationships that exist between the objective travel environment, the perceived travel environment, and travel behavior (-) all representing the triad of cognition, the external environment, and social stimuli, which encompass Bandura's Triadic Reciprocal Determinism (TRD). The four themes that emerged from the data analysis (-) communication, safety, cost, and happiness (-) characterize the experiences of the participants as they watched positively-themed media images modeling civil travel behavior. This research adds to existing literature on the magnitude such themes have on perception, to include latent perceptions harbored by pedestrian commuters concerning dangers (-) real or imagined (-) of traveling on local roadways.
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Date Issued: 2018
Identifier: CFE0007376, ucf:52100
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0007376

Title: A Comparison of Self-Service Technologies (SSTs) in the U.S. Restaurant Industry: An Evaluation of Consumer Perceived Value, Satisfaction, and Behavioral Intentions.
Creator: Zaitouni, Motaz, Murphy, Kevin, Zhang, Tingting, Wei, Wei, Severt, Kimberly, University of Central Florida
Abstract / Description: Innovation in technology has been growing rapidly in recent years. Many restaurants have been utilizing different types of self-service technologies (SSTs) to enhance their operations and customer satisfaction. Despite, the rapid spread of SSTs in the restaurant industry, very limited empirical research has been conducted to evaluate the influence of SSTs type on customer dining experience.Therefore, the purpose of this dissertation was to examine the SSTs values that influence restaurant...
Show moreInnovation in technology has been growing rapidly in recent years. Many restaurants have been utilizing different types of self-service technologies (SSTs) to enhance their operations and customer satisfaction. Despite, the rapid spread of SSTs in the restaurant industry, very limited empirical research has been conducted to evaluate the influence of SSTs type on customer dining experience.Therefore, the purpose of this dissertation was to examine the SSTs values that influence restaurant customers' satisfaction and their decision to continue to reuse SSTs. More specifically, this study utilized the Theory of Consumption Values (TCV) to examine consumers' perception of the SST values across different types of restaurant proprietary SSTs (kiosk, tabletop, restaurant mobile app, and web-based SSTs).In order to examine the hypothesized relationships, a quantitative research approach was utilized with the survey research method. An online self-administered questionnaire was developed in Qualtrics for each type of SSTs. The questionnaires were distributed utilizing Amazon mechanical Turk (MTurk). Data was collected in May 2019 from restaurant customers who previously used/experienced one of four SSTs. A total of 619 questionnaires were usable and retained for the data analysis procedures. PLS-SEM and PLS-MGA were utilized to evaluate the conceptual model.The results revealed that emotional values were the most significant SST values that influence customer satisfaction with the restaurant SST experience and continuance intention. SSTs customization features were positively related to customer satisfaction across all the SSTs included in this study. The theoretical and practical implications of the results were discussed as well as the limitations of the study and future research directions.
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Date Issued: 2019
Identifier: CFE0007744, ucf:52406
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0007744

Title: The influence of perceived organizational support, perceived coworker support (&) debriefing on work-related compassion satisfaction, burnout, and secondary traumatic stress in Florida public safety personnel.
Creator: Miller, Anastasia, Unruh, Lynn, Zhang, Ning, Wharton, Tracy, Liu, Albert Xinliang, University of Central Florida
Abstract / Description: The purpose of this study was to examine the relationships between perceived organizational support, perceived coworker support, and debriefing on the one hand, and compassion satisfaction, burnout, and secondary traumatic stress on the other hand in Florida law enforcement, fire, emergency medical services, and dispatch public safety workers. In order to explore the relationships between these constructs, the research questions examined the relationships of the work environment of Florida...
Show moreThe purpose of this study was to examine the relationships between perceived organizational support, perceived coworker support, and debriefing on the one hand, and compassion satisfaction, burnout, and secondary traumatic stress on the other hand in Florida law enforcement, fire, emergency medical services, and dispatch public safety workers. In order to explore the relationships between these constructs, the research questions examined the relationships of the work environment of Florida public safety by administering surveys gauging perceived organizational support, perceived coworker support, psychological resilience, and debriefing activities that the personnel participate in. The Professional Quality of Life: Compassion Satisfaction and Compassion Fatigue Version 5 was also sent out to establish the self-reported levels of compassion satisfaction, burnout, and secondary traumatic stress. The study found that there were differences in the levels of compassion satisfaction, burnout, and secondary traumatic stress between the public safety fields. It also found that there was a positive relationship between the presence of perceived organizational support, perceived coworker support, psychological resilience, and debriefing activities on at least one of the constructs of compassion satisfaction, burnout, or secondary traumatic stress within the different public safety fields. This study furthers the literature by being the first study to compare the four different public safety fields in the state of Florida and with regards to those constructs.
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Date Issued: 2016
Identifier: CFE0006357, ucf:51533
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0006357

Title: THE KIOSK CULTURE: RECONCILING THE PERFORMANCE SUPPORT PARADOX IN THE POSTMODERN AGE OF MACHINES.
Creator: Cavanagh, Thomas, Kitalong, Karla, University of Central Florida
Abstract / Description: Do you remember the first time you used an Automatic Teller Machine (ATM)? Or a pay-at-the-pump gas station? Or an airline e-ticket kiosk? How did you know what to do? Although you never received any formal instruction in how to interact with the self-service technology, you were likely able to accomplish your task (e.g., withdrawing or depositing money) as successfully as an experienced user. However, not so long ago, to accomplish that same task, you needed the direct mediation of a service...
Show moreDo you remember the first time you used an Automatic Teller Machine (ATM)? Or a pay-at-the-pump gas station? Or an airline e-ticket kiosk? How did you know what to do? Although you never received any formal instruction in how to interact with the self-service technology, you were likely able to accomplish your task (e.g., withdrawing or depositing money) as successfully as an experienced user. However, not so long ago, to accomplish that same task, you needed the direct mediation of a service professional who had been trained how to use the required complex technology. What has changed? In short, the technology is now able to compensate for the average consumer's lack of experience with the transactional system. The technology itself bridges the performance gap, allowing a novice to accomplish the same task as an experienced professional. This shift to a self-service paradigm is completely changing the dynamics of the consumer relationship with the capitalist enterprise, resulting in what is rapidly becoming the default consumer interface of the postmodern era. The recognition that the entire performance support apparatus now revolves around the end user/consumer rather than the employee represents a tectonic shift in the workforce training industry. What emerges is a homogenized consumer culture enabled by self-service technologies--a kiosk culture. No longer is the ability to interact with complex technology confined to a privileged workforce minority who has access to expensive and time-consuming training. The growth of the kiosk culture is being driven equally by business financial pressures, consumer demand for more efficient transactions, and the improved sophistication of compensatory technology that allows a novice to perform a task with the same competence as an expert. "The Kiosk Culture" examines all aspects of self-service technology and its ascendancy. Beyond the milieu of business, the kiosk culture is also infiltrating all corners of society, including medicine, athletics, and the arts, forcing us to re-examine our definitions of knowledge, skills, performance, and even humanity. The current ubiquity of self-service technology has already impacted our society and will continue to do so as we ride the rising tide of the kiosk culture.
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Date Issued: 2006
Identifier: CFE0001348, ucf:46989
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0001348

Title: Evaluating Improvisation as a Technique for Training Pre-Service Teachers for Inclusive Classrooms.
Creator: Becker, Theresa, Hines, Rebecca, Beverly, Monifa, Hopp, Carolyn, Hamed, Kastro, University of Central Florida
Abstract / Description: Improvisation is a construct that uses a set of minimal heuristic guidelines to create a highly flexible scaffold that fosters extemporaneous communication. Scholars from diverse domains: such as psychology, business, negotiation, and education have suggested its use as a method for preparing professionals to manage complexity and think on their feet. A review of the literature revealed that while there is substantial theoretical scholarship on using improvisation in diverse domains, little...
Show moreImprovisation is a construct that uses a set of minimal heuristic guidelines to create a highly flexible scaffold that fosters extemporaneous communication. Scholars from diverse domains: such as psychology, business, negotiation, and education have suggested its use as a method for preparing professionals to manage complexity and think on their feet. A review of the literature revealed that while there is substantial theoretical scholarship on using improvisation in diverse domains, little research has verified these assertions. This dissertation evaluated whether improvisation, a specific type of dramatic technique, was effective for training pre-service teachers in specific characteristics of teacher-child classroom interaction, communication and affective skills development. It measured the strength and direction of any potential changes such training might effect on pre-service teacher's self-efficacy for teaching and for implementing the communication skills common to improvisation and teaching while interacting with student in an inclusive classroom setting. A review of the literature on teacher self-efficacy and improvisation clarified and defined key terms, and illustrated relevant studies. This study utilized a mixed-method research design based on instructional design and development research. Matched pairs t-tests were used to analyze the self-efficacy and training skills survey data and pre-service teacher reflections and interview transcripts were used to triangulate the qualitative data. Results of the t-tests showed a significant difference in participants' self-efficacy for teaching measured before and after the improvisation training. A significant difference in means was also measured in participants' aptitude for improvisation strategies and for self-efficacy for their implementation pre-/post- training. Qualitative results from pre-service teacher class artifacts and interviews showed participants reported beneficial personal outcomes as well as confirmed using skills from the training while interacting with students. Many of the qualitative themes parallel individual question items on the teacher self-efficacy TSES scale as well as the improvisation self-efficacy scale CSAI. The self-reported changes in affective behavior such as increased self-confidence and ability to foster positive interaction with students are illustrative of changes in teacher agency. Self-reports of being able to better understand student perspectives demonstrate a change in participant ability to empathize with students. Participants who worked with both typically developing students as well as with students with disabilities reported utilizing improvisation strategies such as Yes, and..., mirroring emotions and body language, vocal prosody and establishing a narrative relationship to put the students at ease, establish a positive learning environment, encourage student contributions and foster teachable moments. The improvisation strategies showed specific benefit for participants working with nonverbal students or who had commutation difficulties, by providing the pre-service teachers with strategies for using body language, emotional mirroring, vocal prosody and acceptance to foster interaction and communication with the student.Results from this investigation appear to substantiate the benefit of using improvisation training as part of a pre-service teacher methods course for preparing teachers for inclusive elementary classrooms. Replication of the study is encouraged with teachers of differing populations to confirm and extend results.
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Date Issued: 2012
Identifier: CFE0004516, ucf:49273
Format: Document (PDF)
PURL: http://purl.flvc.org/ucf/fd/CFE0004516

self-efficacy (3)	+ -
satisfaction (2)	+ -
ADDIE (1)	+ -
Constructivist Self-Development Theory (1)	+ -
Culture (1)	+ -

Demographics (1)	+ -
Do-It-Yourself (1)	+ -
EMS (1)	+ -
EMT (1)	+ -
EPSS (1)	+ -
Electronic Performance Support (1)	+ -
Emergency medical services (1)	+ -
English Language Learners (ELL) (1)	+ -
First responders (1)	+ -
HPT (1)	+ -
Human-Machine Interaction (1)	+ -
Locus of Control (1)	+ -
Mindfulness (1)	+ -
Perceived Stress (1)	+ -
Performance Support Paradox (1)	+ -
Post-Training (1)	+ -
Pre-Service Teachers (1)	+ -
School counseling (1)	+ -
Science and Technology in Society (1)	+ -
Self-Efficacy (1)	+ -
Self-Regulation (1)	+ -
Self-service technologies (SSTs) (1)	+ -
Spectrum of Support (1)	+ -
Stress (1)	+ -
Teacher Sense of Efficacy Scale (TSES) (1)	+ -

University of Central Florida (13)	+ -
Hopp, Carolyn (2)	+ -
Becker, Theresa (1)	+ -
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