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- Title
- THE EFFECTS OF AN ACADEMIC SUPPORT SERVICES UNIT ON THE GRADE POINT AVERAGE FOR STUDENTS ADMITTED ON PROBATION.
- Creator
-
Branham, Keith, Magann, Douglas, University of Central Florida
- Abstract / Description
-
The goal of this research was to examine the effects, if any, the programs available from an Academic Support Services unit of a small, private, liberal arts college might have on the grade point averages of students admitted on probation over two major semesters. The assumption was that the students who utilized the services of the Academic Center for Excellence would demonstrate more increases in GPA than students who did not utilize the services. The literature review of this study found...
Show moreThe goal of this research was to examine the effects, if any, the programs available from an Academic Support Services unit of a small, private, liberal arts college might have on the grade point averages of students admitted on probation over two major semesters. The assumption was that the students who utilized the services of the Academic Center for Excellence would demonstrate more increases in GPA than students who did not utilize the services. The literature review of this study found that, although there were many factors and student characteristics that could predict and explain student achievement in course work, GPA was a good predictor and the only real measure of a student's performance. The programs designed to offer support are demonstrated to aid students in improving their academic achievement. The results of this study suggest that GPA is a good predictor of a student's academic achievement and a primary method of assessing student academic achievement. However, there was no apparent impact of the support services unit on the grade point averages of the students admitted on probation. Suggested uses for the study included the development of freshman orientation programs that integrate the student into academic life and a retooling of counseling and advising programs.
Show less - Date Issued
- 2005
- Identifier
- CFE0000388, ucf:46341
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0000388
- Title
- ALLIANCE PARADOX: AN EMPIRICAL STUDY OF ALLIANCE PORTFOLIO EFFECTS ON CUSTOMER SERVICE QUALITY IN THE U.S. AIRLINE INDUSTRY.
- Creator
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zhang, zhe, Barringer, Bruce, University of Central Florida
- Abstract / Description
-
This dissertation studies the potential paradoxical effects of alliance participation. Over the past two decades, alliance participation has become a popular firm strategy to obtain benefits that are difficult for a firm to obtain on its own. Yet, as firms increasingly participate in alliances, boundedly rational managers may not effectively manage all aspects of alliances to achieve intended alliance outcomes. Paradoxically, alliance participation may cause harm to the participating firms....
Show moreThis dissertation studies the potential paradoxical effects of alliance participation. Over the past two decades, alliance participation has become a popular firm strategy to obtain benefits that are difficult for a firm to obtain on its own. Yet, as firms increasingly participate in alliances, boundedly rational managers may not effectively manage all aspects of alliances to achieve intended alliance outcomes. Paradoxically, alliance participation may cause harm to the participating firms. To unveil an alliance paradox, this dissertation first examined the relationships between alliance portfolio attributes (i.e., alliance portfolio size, multilateral alliances, alliance partner country diversity, and alliance type) and customer service quality in the U.S. airline industry. Further, I examined whether alliance experience moderates the relationships between alliance portfolio attributes and customer service quality. Altogether, five hypotheses were tested. This dissertation relied exclusively on the longitudinal quarterly data of nine U.S. major airlines over a 20-year period between 1988 and 2007 that include Alaska Airlines, American Airlines, America West, Continental, Delta, Northwest, Southwest, United Airlines, and U.S. Airways. Data pertaining to alliance variables were collected from the Securities Data Company (SDC) database. Quarterly service quality data pertaining to customer complaint, mishandled baggage, on-time arrival, and involuntary denied boarding were collected from the Air Travel Consumer Report published by the U.S. Department of Transportation (DOT). To detect the temporal effects of alliance portfolio attributes on service quality, a three-month lag was created between the alliances data and the service quality data. The results show that although the relationship between alliance portfolio attributes and service quality seems to be more complex than initially proposed, the overall finding confirms the existence of an alliance paradox in that increases in alliance portfolio size, partner country diversity and channel-dominated alliances (versus backward competitor-dominated alliances) are associated with decreases in certain key dimensions of service quality. This dissertation seeks to make several important contributions. First, by exploring the alliance paradox, this dissertation attempts to demonstrate that despite the anticipated alliance benefits such as cost reduction or revenue enhancement, managers need to be aware of the cost of alliance participation with respect to customer service quality, which has paramount impact on firm performance. Second, this dissertation also contributes to services marketing literature by investigating alliance portfolio attributes as antecedents of service quality. Third, this dissertation investigates whether firm-level alliance experience moderates the relationship between alliance portfolio attributes and service quality.
Show less - Date Issued
- 2009
- Identifier
- CFE0002505, ucf:47686
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0002505
- Title
- Do Variations in Service Delivery Models Influence Parents' Perspectives in the Early Intervention Program?.
- Creator
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Weiszhaupt, Andrasne, Levin, Judith, Macy, Marisa, Ehrli, Hannah, University of Central Florida
- Abstract / Description
-
This study has multiple purposes. The first purpose is to investigate whether variations in the Early Intervention (EI) service delivery model influence parents' perceptions of the quality of their EI services. The second purpose is to compare parents' satisfaction level with the early intervention program in the selected counties from Pennsylvania and Florida. The third purpose is to reveal whether families' residency determines the level of access to services. The study subjects were...
Show moreThis study has multiple purposes. The first purpose is to investigate whether variations in the Early Intervention (EI) service delivery model influence parents' perceptions of the quality of their EI services. The second purpose is to compare parents' satisfaction level with the early intervention program in the selected counties from Pennsylvania and Florida. The third purpose is to reveal whether families' residency determines the level of access to services. The study subjects were parents and caregivers whose children received services through the Part C early intervention program between January 2013 and January 2017. The targeted population for the study were residents living in Florida and Pennsylvania. Participants were selected from three counties in Florida, and three counties in Pennsylvania. The result of this study revealed that parents' satisfaction level was higher in a state where families had access to multiple services, sessions were provided more than once a week, and the services were provided across disciplines. In addition, the results indicated that parents' level of satisfaction was influenced by the quantity of the provided services, and families residing in Pennsylvania had better access to services than did a comparative group of families in Florida.
Show less - Date Issued
- 2018
- Identifier
- CFE0007263, ucf:52179
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0007263
- Title
- The Relationship between Service-learning and Civic Engagement in the 2-Year College.
- Creator
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Koopmann, Shari, Hewitt, Randall, Allen, Kay, Kaplan, Jeffrey, Morrison, Elizabeth, Miller, Margaret, University of Central Florida
- Abstract / Description
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This study examined the relationship between service-learning and civic engagement in the 2-year college and also investigated specific differences between service experiences to determine whether those differences moderated the relationship between service participation and civic engagement outcomes. The study yielded 110 matching pre- and post-Student Civic Engagement surveys from service-learners in five different course subject areas at a large southeastern community college. The findings...
Show moreThis study examined the relationship between service-learning and civic engagement in the 2-year college and also investigated specific differences between service experiences to determine whether those differences moderated the relationship between service participation and civic engagement outcomes. The study yielded 110 matching pre- and post-Student Civic Engagement surveys from service-learners in five different course subject areas at a large southeastern community college. The findings of the paired-samples t tests suggest that students experienced significant gains in four of the seven dimensions of civic engagement after participating in service. Students in comparable courses in subject matter but without service-components were also surveyed, yielding 117 matching pre- and post-surveys. A comparison of the mean differences between pre- and post-responses of the non-service-learners and service-learners suggests that the service-learners had a higher tendency than the non-service-learners to participate in the majority of assessed civic engagement activities. The data were sorted by subject area to allow for an analysis of the service-learners and the non-service-learners in comparable courses. Those results, however, were inconclusive, and no clear trends emerged. ANOVAs and independent-samples t tests were used to determine the relationship between gains in civic outcomes and select variables. The findings suggest that the type of service-learning activity, the duration of the service experience, the participant-perceived quality of the service experience, the amount of required student reflection, and the teacher's frequency of use of active and passive instructional strategies significantly moderate the relationship between service participation and a number of measures of civic engagement.
Show less - Date Issued
- 2013
- Identifier
- CFE0004706, ucf:49807
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0004706
- Title
- From American Service to Disservice: An Exploration of the Impact of Military Experience among an Incarcerated Population.
- Creator
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Brooke, Erika, Gau, Jacinta, Paoline, Eugene, Jordan, Kareem, Vasquez, Joseph, University of Central Florida
- Abstract / Description
-
This dissertation research examines the impact of military service among an incarcerated population. It addresses the gaps identified within the prior literature by taking a closer look at the association between service experience and criminal justice outcomes. Specifically, the present study explores whether branch type, combat exposure, age of entrance, service length, and discharge status impact the number of lifetime arrests, current offense type, and institutional misconduct. This...
Show moreThis dissertation research examines the impact of military service among an incarcerated population. It addresses the gaps identified within the prior literature by taking a closer look at the association between service experience and criminal justice outcomes. Specifically, the present study explores whether branch type, combat exposure, age of entrance, service length, and discharge status impact the number of lifetime arrests, current offense type, and institutional misconduct. This research uses data from the U.S. Bureau of Justice Statistics' 2004 Survey of Inmates in State and Federal Correctional Facilities. Multivariate analyses indicate that different elements of military participation influence criminal and deviant behaviors. Length of service significantly impacted the quantity of lifetime arrests, whereas age of entry, combat experience, and service length were important conditions in offense types. Inmates with military experience were found to be more likely to participate in institutional misconduct. The following service elements were predictors of prison misconduct as well: age of entry, length of service, branch affiliation, and discharge status. The findings in this study have theoretical implications for the use of criminological theory in military service research, and they provide suggestions for future military and criminal justice policy development.
Show less - Date Issued
- 2015
- Identifier
- CFE0005766, ucf:50079
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0005766
- Title
- A MULTI-VIEW FRAMEWORK FOR DEFINING THE SERVICES SUPPLY CHAIN USING OBJECT ORIENTED METHODOLOGY.
- Creator
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Barnard, James, Mollaghasemi, Mansooreh, University of Central Florida
- Abstract / Description
-
Supply-chain management is the practice combining theory from logistics, operations management, production management and inventory control. Therefore, it is often associated exclusively with manufacturing or materials management industries. Application of supply-chain management to other industries often results in implementations that do not satisfy the needs of the involved enterprises. To improve the implementation of supply-chain solutions outside of the materials management and...
Show moreSupply-chain management is the practice combining theory from logistics, operations management, production management and inventory control. Therefore, it is often associated exclusively with manufacturing or materials management industries. Application of supply-chain management to other industries often results in implementations that do not satisfy the needs of the involved enterprises. To improve the implementation of supply-chain solutions outside of the materials management and manufacturing industries there is a need for industry specific standards. One industry sector in need of a standard is the services industry. The current problem facing the services sector is the inability to adapt current frameworks to the provisioning of a service. Provisioning a service translates into the supply-chain for the services industry since it influences the services supply and demand. A solution to the problem is development of a supply-chain standard specific to the provisioning of a service. Objectives of the research are to define comprehensively, a new services supply-chain model that is applicable to the United States government classification of a service and to ensure the scalability and integration capability of the model. To satisfy these objectives, it is necessary to understand the characteristics describing the services supply-chain process. The characteristics are the input into deriving the processes and terminology of the generalized services supply-chain. Terminology and processes are then used to create a supply-chain framework using input from the Supply-Chain Council's Supply-Chain Operations Reference (SCOR) model. SCOR provides a foundation for describing the processes and defining the terminology in an already accepted format. A final verification of the model by industry experts insures conceptually that the framework is applicable to the current problem. This research developed a three-level framework similar in structure to the SCOR framework. Presentation of the framework is a specification that defines and sequences the processes for implementation. A detailed case study applies the model using the framework and the definition of a comprehensive supply-chain.
Show less - Date Issued
- 2006
- Identifier
- CFE0001485, ucf:47097
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0001485
- Title
- Evaluating Faculty and Staff Customer Satisfaction of a Technology Support Office in a Large University in Florida.
- Creator
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Jaffe, Laurence, Murray, Kenneth, Murray, Barbara, Baldwin, Gordon, Hutchinson, Cynthia, University of Central Florida
- Abstract / Description
-
This study sought to determine customer satisfaction levels of faculty and staff with their technology support office in a large university in Florida. The focus of research was to determine if there were any differences in customer satisfaction based on four demographics: gender, faculty versus staff, educational level and age. An anonymous customer satisfaction survey included 26 Likert-type scale questions measuring 16 service quality dimensions was administered to the population. The 16...
Show moreThis study sought to determine customer satisfaction levels of faculty and staff with their technology support office in a large university in Florida. The focus of research was to determine if there were any differences in customer satisfaction based on four demographics: gender, faculty versus staff, educational level and age. An anonymous customer satisfaction survey included 26 Likert-type scale questions measuring 16 service quality dimensions was administered to the population. The 16 service quality dimensions included 10 dimensions from Zeithaml et al. (1990), five dimensions from Besterfield et al. (1995, 2003), and one dimension, overall satisfaction.Findings showed there was a statistically significant difference in two demographics, gender and faculty versus staff. Regarding gender, there were no differences in 14 of 16 dimensions examined. The two dimensions with differences were tangibles and understanding the customer, with males having lower customer satisfaction than females. Regarding faculty versus staff differences, there were no differences in all the dimensions other than the courtesy dimension for which faculty had a lower level of customer satisfaction level than staff. Regarding educational level and age, there were no differences in any of the 16 dimensions.
Show less - Date Issued
- 2014
- Identifier
- CFE0005186, ucf:50615
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0005186
- Title
- SPS: an SMS-based Push Service for Energy Saving in Smartphone's Idle State.
- Creator
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Dondyk, Erich, Zou, Changchun, Chatterjee, Mainak, Hua, Kien, University of Central Florida
- Abstract / Description
-
Despite of all the advances in smartphone technology in recent years, smartphones still remain limited by their battery life. Unlike other power hungry components in the smartphone, the cellular data and Wi-Fi interfaces often continue to be used even while the phone is in the idle state to accommodate unnecessary data traffic produced by some applications. In addition, bad reception has been proven to greatly increase energy consumed by the radio, which happens quite often when smartphone...
Show moreDespite of all the advances in smartphone technology in recent years, smartphones still remain limited by their battery life. Unlike other power hungry components in the smartphone, the cellular data and Wi-Fi interfaces often continue to be used even while the phone is in the idle state to accommodate unnecessary data traffic produced by some applications. In addition, bad reception has been proven to greatly increase energy consumed by the radio, which happens quite often when smartphone users are inside buildings. In this paper, we present a Short message service Push based Service (SPS) to save unnecessary power consumption when smartphones are in idle state, especially in bad reception areas. First, SPS disables a smartphone's data interfaces whenever the phone is in idle state. Second, to preserve the real-time notification functionality required by some apps, such as new email arrivals and social media updates, when a notification is needed, a wakeup text message will be received by the phone, and then SPS enables the phone's data interfaces to connect to the corresponding server to retrieve notification data via the normal data network. Once the notification data has been retrieved, SPS will disable the data interfaces again if the phone is still in idle state. We have developed a complete prototype for Android smartphones. Our experiments show that SPS consumes less energy than the current approach. In areas with bad reception, the SPS prototype can double the battery life of a smartphone.
Show less - Date Issued
- 2014
- Identifier
- CFE0005157, ucf:50718
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0005157
- Title
- Comparing Self-Service Technologies and Human Interaction Services in the Hotel Industry.
- Creator
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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.
Show less - Date Issued
- 2018
- Identifier
- CFE0007071, ucf:51988
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0007071
- Title
- The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants.
- Creator
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Albus, Heidi, Ro, Hee Jung, Parsa, Haragopal, Kwun, David, University of Central Florida
- Abstract / Description
-
This study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive,...
Show moreThis study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive, negative, and no CSR) were matched with two service recovery conditions (positive or negative). Four hundred and eighteen subjects were recruited by a reputed marketing research firm. Results of this study showed that CSR and service recovery have a significant effect on customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. Furthermore, the results showed that CSR enhances the positive effects of good service recovery.
Show less - Date Issued
- 2012
- Identifier
- CFE0004348, ucf:49418
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0004348
- Title
- CAMERA SYSTEM SUPPORT FOR HIGHWAY TRANSPORTATION USING MOBILE DEVICES.
- Creator
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Minh, Le, Hua, Kien A., University of Central Florida
- Abstract / Description
-
With the very fast growing technology in wireless, advancement in hardware and the dramatically falling cost of mobile computing devices such as PDA, handheld device, People nowadays can have a personal device that fits in their hand but has computing power as a desktop did few years ago. The same device now is able to communicate over a wireless network and view office document at the same time. The combination of size, power and flexibility makes the personal devices increasingly appear in...
Show moreWith the very fast growing technology in wireless, advancement in hardware and the dramatically falling cost of mobile computing devices such as PDA, handheld device, People nowadays can have a personal device that fits in their hand but has computing power as a desktop did few years ago. The same device now is able to communicate over a wireless network and view office document at the same time. The combination of size, power and flexibility makes the personal devices increasingly appear in many aspects of life.In this proposal, we focus on a simple yet useful application of mobile devices and wireless capabilities. The application can help commuters in traffic system to find an optimal route based on video camera surveillance information. This surveillance information is made available to the user through his/her handheld devices. As an example, suppose we have installed several cameras along the expressway. If commuters can access to these cameras, they can observe the situation currently happening along the way, and decide which path would be the most effective to avoid the traffic congestion. This application will eventually improve the effectiveness of current traffic system since it will help to reduce traffic congestions.
Show less - Date Issued
- 2004
- Identifier
- CFE0000094, ucf:46090
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0000094
- Title
- AN ASSESSMENT OF MENTAL HEALTH COUNSELING SERVICES PROVIDED BY FLORIDA PUBLIC COMMUNITY COLLEGES AND UNIVERSITIES.
- Creator
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Benjamin, Tito, Tubbs, LeVester, University of Central Florida
- Abstract / Description
-
ABSTRACT The purpose of this study was to assess mental health counseling services provided by Florida public community colleges and universities. The researcher of this study designed the Counseling Center Questionnaire instrument. This instrument consisted of two different questionnaires, one for community colleges and the other for universities. The questionnaires were developed to ascertain information regarding mental health services provided by higher education institutions. The...
Show moreABSTRACT The purpose of this study was to assess mental health counseling services provided by Florida public community colleges and universities. The researcher of this study designed the Counseling Center Questionnaire instrument. This instrument consisted of two different questionnaires, one for community colleges and the other for universities. The questionnaires were developed to ascertain information regarding mental health services provided by higher education institutions. The questionnaires yielded information pertaining to (a) which Florida community colleges and public universities were offering mental health counseling services to students, (b) the types of mental health counseling services provided, (c) the types of problems/issues students were reporting to counseling centers, and (d) the scope of mental health counseling services provided by Florida community colleges and universities. The findings indicated that only 5 of 20 Florida community colleges provided mental health services to students and all 7 universities who responded to the questionnaire provided such services to students. Community colleges provided fewer mental health services than did 4-year institutions. According to higher education counseling officials, students in all institutions experienced many of the same types of issues or problems including Anxiety, Depression, Bi-polar Disorders, Substance Abuse, Eating Disorders and Schizophrenia. Depression was the most frequently reported mental health issue among all students.
Show less - Date Issued
- 2005
- Identifier
- CFE0000633, ucf:46547
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0000633
- Title
- QUALITY OF SERVICE MEASURES AT SIGNALIZED INTERSECTIONS.
- Creator
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Goyal, Kamal, Radwan, Essam, University of Central Florida
- Abstract / Description
-
The concept of using qualitative measures to describe the quality of service at signalized intersections provided by different designs and controls has been discussed in numerous conferences. Such measures may include driver's comfort, convenience, anxiety, and preferences. The primary objective of this study was to demonstrate the feasibility of using the University of Central Florida's interactive driving simulator to execute several scenarios involving different unusual design and...
Show moreThe concept of using qualitative measures to describe the quality of service at signalized intersections provided by different designs and controls has been discussed in numerous conferences. Such measures may include driver's comfort, convenience, anxiety, and preferences. The primary objective of this study was to demonstrate the feasibility of using the University of Central Florida's interactive driving simulator to execute several scenarios involving different unusual design and operation practices to measure the quality of service at a signalized intersection. This thesis describes the scenarios, the experiments conducted, the data collected, and analysis of results. Signalized intersections with 3 types of characteristic features were identified for this study. They included 1. A lane dropping on the downstream side of the intersection 2. Misalignment of traffic lanes between the approach and downstream side 3. Shared left turn and through traffic lane or separate lanes for each approaching the intersection The experimental phase consisted of a brief orientation session to get acclimated to the driving simulator followed by two driving scenarios presented to all subjects. Each scenario consisted of a drive through an urban section of the simulator's visual data base where each subject encountered a Type 1, 2 and 3 intersections. A total of 40 subjects, 25 males and 15 females were recruited for the experiment. Data logging at 60 Hz for each scenario consisted of time-stamped values of x-position and y-position of the simulator vehicle, steering, accelerator and brake inputs by the driver, and vehicle speed. After the experiment a questionnaire soliciting opinions and reactions about each intersection was administered. Simulator experiment results showed that there was a significant difference between the merge lengths for the two cases of Type 1 intersection (lane drop on the downstream side of the intersection). For Type 2 intersection (misalignment of traffic lanes between the approach and downstream side) there was a considerable difference between the average paths followed by subjects for the two cases. For Type 3 intersection (shared left and through traffic lane approaching the intersection) the simulator experiment supported the fact that people get frustrated when trapped behind a left turning vehicle in a joint left and through lane intersection and take evasive actions to cross the intersection as soon as possible.
Show less - Date Issued
- 2005
- Identifier
- CFE0000786, ucf:46574
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0000786
- Title
- THE DARK SIDE: STUDY OF THE ROLE OF SKIN TONE ON CONSUMER PERCEPTION.
- Creator
-
Sablon, Kelcey, McConnell, Daniel, University of Central Florida
- Abstract / Description
-
The intent of this thesis is to explore the effects and influencers of skin tone on consumer perception. Firstly we conducted a primary study to test the effects of skin tone on service provider quality. The results showed that while skin tone had little effect, gender and ethnicity were more indicative. Therefore our study seeks to re-test the relationship between skin tone and consumer service perception as well as the effects of ethnicity and tipping behavior, and if a consumer's cultural...
Show moreThe intent of this thesis is to explore the effects and influencers of skin tone on consumer perception. Firstly we conducted a primary study to test the effects of skin tone on service provider quality. The results showed that while skin tone had little effect, gender and ethnicity were more indicative. Therefore our study seeks to re-test the relationship between skin tone and consumer service perception as well as the effects of ethnicity and tipping behavior, and if a consumer's cultural identity strength plays a role in consumer perception. We examined the differences across ethnicities i.e. White, Hispanic, and African American. Specifically we were interested in any potential differences across skin tone (light skinned vs. dark skinned) within African American and Hispanic service providers. Firstly we sought out stock images that portrayed easily identifiable ethnicities. We exposed the respondents to those images in which we asked them to identify the ethnicity of the image as a manipulation check for ethnicity. In the actual study, all respondents were given the same service scenario with the image of one of the ten (White, light or dark skinned Hispanic, light or dark skinned African American, male or female) stock photos. Respondents were asked to rate the service quality, satisfaction, and tip amount. The data was analyzed as a 2 way independent-groups design.
Show less - Date Issued
- 2014
- Identifier
- CFH0004603, ucf:45307
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFH0004603
- Title
- THE SERVICE LEARNING EXPERIENCE: HOW STORYTELLING EVOLVES IN PEOPLE WITH ALZHEIMER'S AND DEMENTIA AND WHY THIS IS IMPORTANT TO THE CREATIVE WRITING STUDENT AND THE COMMUNITY.
- Creator
-
Spicer, Alice, Thaxton, Terry, University of Central Florida
- Abstract / Description
-
All meaningful communication is a form of storytelling, according to Walter Fisher, who introduced the narrative paradigm to communication theory, and storytelling is universal across cultures and time as the manner in which people comprehend life. Storytelling is also a creative form of art. This interdisciplinary, multimedia work will explore the creative use of non-traditional storytelling to gather information about how creativity evolves in people with Alzheimer's and dementia and why...
Show moreAll meaningful communication is a form of storytelling, according to Walter Fisher, who introduced the narrative paradigm to communication theory, and storytelling is universal across cultures and time as the manner in which people comprehend life. Storytelling is also a creative form of art. This interdisciplinary, multimedia work will explore the creative use of non-traditional storytelling to gather information about how creativity evolves in people with Alzheimer's and dementia and why this is important to both academia and the community. Currently, there is a lot of research available about the debilitating affects of memory loss, but there is very little research available about retained abilities. Perhaps, just as the blind significantly outperform the sighted in tactile experiments, there are some forms of creativity in storytelling in which people with Alzheimer's and dementia may demonstrate more ability than their fully cognizant peers. My goal is to contribute to a small but growing effort to explore "memory loss as more than just memory loss" (Dr. Anne Bastings).
Show less - Date Issued
- 2013
- Identifier
- CFH0004442, ucf:45104
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFH0004442
- Title
- DO THE RIGHT THING: THE ROLE OF PUBLIC SERVICE ADVERTISEMENTS ON THE BEHAVIORS OF CONTEMPORARY COLLEGE STUDENTS.
- Creator
-
Jones, Jessica, Massiah, Carolyn, University of Central Florida
- Abstract / Description
-
The purpose of this research is to investigate the relationship between public service advertising and the likelihood of Generation Y to react in the prescribed manner. Public service advertising can be paid or unpaid but is used to try and influence a particular audience to act in a prescribed manner. This research will be comparing two different types of message styles, argumentative and emotional, and two contemporary prominent issues, organ donation and prescription drug abuse. The two...
Show moreThe purpose of this research is to investigate the relationship between public service advertising and the likelihood of Generation Y to react in the prescribed manner. Public service advertising can be paid or unpaid but is used to try and influence a particular audience to act in a prescribed manner. This research will be comparing two different types of message styles, argumentative and emotional, and two contemporary prominent issues, organ donation and prescription drug abuse. The two issues are classified as either altruistic, where there is no direct benefit, or self-help, where the results are personal. Four different messages will be used: altruistic argumentative, altruistic emotional, self-help argumentative, and self-help emotional. Also, previous knowledge levels will be taken into account. All combined, the end results will measure the likelihood of an individual to perform the act, donate to the cause monetarily, or tell another person.
Show less - Date Issued
- 2012
- Identifier
- CFH0004268, ucf:44942
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFH0004268
- Title
- EXPERIENCES WITH SOCIAL SERVICES AMONG HOMELESS LGBTQ YOUNG ADULTS.
- Creator
-
Kadel, Fallon, Donley, Amy, University of Central Florida
- Abstract / Description
-
The goal of this research is to explore what programs and services are being provided at various homeless shelters in the South Florida area that would appeal to homeless clients who self-identify as a member of the lesbian, gay, bisexual, transgender or queer/questioning (LGBTQ) community, if staff and faculty are trained on how to better address LGBTQ specific issues, how often staff receive LGBTQ sensitivity training, what demographic information is being recorded upon client intake and...
Show moreThe goal of this research is to explore what programs and services are being provided at various homeless shelters in the South Florida area that would appeal to homeless clients who self-identify as a member of the lesbian, gay, bisexual, transgender or queer/questioning (LGBTQ) community, if staff and faculty are trained on how to better address LGBTQ specific issues, how often staff receive LGBTQ sensitivity training, what demographic information is being recorded upon client intake and whether or not homeless LGBTQ young adults would feel safe using their facility when receiving social services. Data for this research was collected through brief, confidential telephone interviews with staff members at twenty-five various social service providers throughout the Palm Beach, Broward and Miami-Dade Counties of South Florida. Short interviews were also conducted with two major LGBTQ advocacy groups in Broward and Miami-Dade County. As a result of completing my research, I have found that no shelters in Palm Beach, Broward and Miami-Dade County provide programs or services that are identified as LGBTQ-friendly. There are a few shelters that are affiliated with the local LGBTQ advocacy groups and will refer LGBTQ clients to these groups for services. Training on cultural diversity is required of all staff members of each social service provider, however in these cultural diversity training sessions, LGBTQ issues are just reviewed and not the main focus of the sessions. In addition to a lack of direct focus on LGBTQ specific issues, these training sessions are infrequent. This research also shows that social services are taking into account demographic information such as race and sex but not really focusing on sexual orientation or gender identity, leaving us with a severe lack of data on where this specific population is going to receive social services. My findings imply that homeless LGBTQ young adults are very limited in where they can go to find LGBTQ-accepting services. Even though all the shelters that were interviewed claimed they did not discriminate against LGBTQ persons, they do not provide and are not affiliated with services or programs that are considered to be LGBTQ- accepting. Based on the research, shelters would rather have clients conform to their pre-existing structure rather than the shelters conforming to the specific needs of the clients.
Show less - Date Issued
- 2012
- Identifier
- CFH0004256, ucf:44910
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFH0004256
- Title
- CONTROLLING OUR EMOTION AT WORK: IMPLICATIONS FOR INTERPERSONAL AND COGNITIVE TASK PERFORMANCE IN A CUSTOMER SERVICE SIMULATION.
- Creator
-
Feldman, Moshe, Smith-Jentsch, Kimberly, University of Central Florida
- Abstract / Description
-
Display rules are used by organizations to define appropriate behaviors and expressions while interacting with others in the workplace. Emotional labor is a function of the effort required to adhere to these display rules and has been associated with negative outcomes such as stress and burnout which can lead to higher levels of turnover and health care costs for the organization. In addition, evidence suggests that emotional labor may come at a cognitive cost as well. Hence, reducing the...
Show moreDisplay rules are used by organizations to define appropriate behaviors and expressions while interacting with others in the workplace. Emotional labor is a function of the effort required to adhere to these display rules and has been associated with negative outcomes such as stress and burnout which can lead to higher levels of turnover and health care costs for the organization. In addition, evidence suggests that emotional labor may come at a cognitive cost as well. Hence, reducing the amount of emotional labor should be beneficial to both employees and organizations alike. The current study used a customer service simulation to investigate the effects of emotion regulation training on cognitive, affective, and performance outcomes. Furthermore, personality display rule congruence was proposed as a moderator. Specifically, I compared the effects of training participants to use deep acting or surface acting strategies. Deep acting involves cognitively reappraising situations so that one genuinely feels the appropriate emotion whereas surface acting simply involves modifying the outward display of one's emotions. I expected deep acting to improve interpersonal performance through an affective route and to improve cognitive task performance through a reduction in emotional labor. Seventy-three participants were randomly assigned to one of the two training conditions. Performance was assessed during an interactive customer service simulation. Training participants to use deep acting strategies improved their positive mood, reduced their emotional labor, and increased their cognitive task performance. Emotional labor was negatively associated with cognitive task performance whereas positive mood was positively related to interpersonal performance. Finally, the effects of training on emotional labor, mood, and cognitive performance differed depending on the degree to which participants' personality was congruent with the display rules given to them. However, contrary to expectations, training condition had a stronger effect on negative mood (reduced it), emotional labor (reduced it), and cognitive performance (increased it) the more congruent participants' personalities were to the display rules given. These findings have implications for both employee selection and training.
Show less - Date Issued
- 2008
- Identifier
- CFE0002225, ucf:47921
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0002225
- 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.
Show less - Date Issued
- 2010
- Identifier
- CFE0003358, ucf:48455
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0003358
- Title
- UNDERSTANDING COLLABORATION, ITS ANTECEDENTS AND PERCEIVED OUTCOMES IN SERVICE PARTNERSHIPS OF COMMUNITY-BASED ORGANIZATIONS.
- Creator
-
Concha, Maritza, Kapucu , Naim, University of Central Florida
- Abstract / Description
-
The purpose of this study is to assess the motivations of community-based organizations (CBOs) staff to participate in service partnerships and their influence on collaboration practices and perceived outcomes of collaborative efforts. This study uses structural equation modeling to assess the relationships between exogenous variables (motivational factors) and endogenous variables (inter-organizational collaboration and perceived outcomes). This study also uses qualitative methods to address...
Show moreThe purpose of this study is to assess the motivations of community-based organizations (CBOs) staff to participate in service partnerships and their influence on collaboration practices and perceived outcomes of collaborative efforts. This study uses structural equation modeling to assess the relationships between exogenous variables (motivational factors) and endogenous variables (inter-organizational collaboration and perceived outcomes). This study also uses qualitative methods to address perceptions on collaboration not captured by the survey instrument. A total of 538 service partnership staff (supervisors and front liners) received the survey's link or a copy of the survey to participate. Out of the 538, 217 completed the survey which represents a 40% response rate. Due to missing responses and multiple outliers, 201 observations were used for analysis. Based on the findings of this study, it was concluded that the development of service partnerships are mostly affected by environmental factors related to solving social problems which accounts for 37% of variance in inter-organizational collaboration. Empirical evidence from this study has shown that CBOs staff have the tendency to work for the purpose of meeting their social missions. Furthermore, inter-organizational collaboration accounts for 76% of variance in perceived outcomes. When a three factor collaboration model was created, it was further noticed that cognitive and resource reciprocity statistically significant influence perceived outcomes where differences in the perceptions of front liners and supervisors were also found. These findings highlight important aspects to understand the collaboration dynamics of service partnerships and also points out the different views of community based organization staff regarding the motivation to collaborate and the impact of collaboration practices in perceived collaboration outcomes. However, it is also important to note that findings on the comparison between front liners and supervisors are exploratory in nature as there could be other external factors that could affect the impact in inter-organizational collaboration and collaboration outcomes. Regarding the focus groups, three themes emerged with respect to the motivations for participating in service partnerships. Agents for social change, building relationships and needs of resources are recurrent themes that explained the desires to collaborate. On collaboration practices, two main general themes emerged which are interdependence and partnership values. Lastly, impacting the community, sustainability issues and expanding services were the main themes found when perception of service partnership outcomes was addressed. Findings of this study suggest further exploration on multi-dimensional models of collaboration, investigate differences in staff perceptions, and continue exploring the influence of social threat responsiveness in inter-organizational collaboration and perceived partnerships outcomes.
Show less - Date Issued
- 2011
- Identifier
- CFE0003959, ucf:48709
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0003959
