Purpose: Customer social participation (CSP) is a new phenomenon that has emerged with the evolution of social media. Current literature designates customer participation in social media as "CSP". Although CSP has been investigated in the online brand community context in social media, it has been little investigated in the context of…

Objective: To evaluate the process of implementation and impact of a front-of-pack labeling intervention on purchases of labeled food products. Participants: A convenience sample of 111 college students were recruited to complete a survey as they exited markets where the intervention was being implemented. Participants had to have purchased at…

This single case design study evaluated the effects of a video modeling (VM) intervention on the customer service skills of five young adults with autism spectrum disorder (ASD). Verbalization of greeting, service, and closing phrases contextualized to community employment settings were the target behaviors. A systematic approach to visual…

The CARES (customer-focused, action-oriented, responsive, empathetic, and service-driven) initiative was launched in AISD in 2018-2019 to bring about a culture of respect and inclusiveness throughout the district. The initiative puts an emphasis on positive customer experiences for families, students and staff members. In the spring of 2020, the…

The objectives of the study are to develop a curriculum for an English training for counter clerks in convenience stores in Chiang Mai, Thailand and to evaluate the effectiveness of the developed curriculum. A mixed-method research design was employed. In the curriculum development phase, participants were 20 counter clerks and 10 administrators…

This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing…

Within the context of the telecom industry, this teaching case is an active learning analytics exercise to help students build hands-on expertise on how to utilize Big Data to solve a business problem. Particularly, the case utilizes an analytics method to help develop a customer retention strategy to mitigate against an increasing customer churn…

Assessing customers' satisfaction with service quality has been a common practice that allows leaders and managers to improve service delivery to the customers in business studies. In education, the measurement of student satisfaction has received popularity and so does the satisfaction of teaching staff. Studies examining student teachers' and…

This report contains descriptions of implementation and impact data related to CARES's effect on students, families and staff in 2020-2021. Responses to CARES-related survey items showed the majority of respondents were impacted positively. Further, the CARES team increased employee recognition efforts, the number of RAVEs given increased to…

The purpose of this study is to classify the predictors of satisfaction and intention to use in Massive Open Online Courses (MOOC). Informed by a scientific literature review, this work poses a behavioral model to explain intention to use via various constructs. To this end, the authors have carried out a study through an online survey of Spanish…

Four multi-session research-based programs were offered by two Extension specialist in one rural Missouri county. Eleven participants who came to multiple Extension programs could be called "repeat customers." Based on the total number of participants for all four programs, 25% could be deemed as repeat customers. Repeat customers had…

The Federal Student Aid's (FSA's) Five-Year Strategic Plan for Fiscal Years 2020-24 (Five-Year Plan) establishes ambitious goals and objectives to ensure that FSA continues to provide access to higher education regardless of one's past educational experiences or socioeconomic status. This Five-Year Plan was informed by public comments; focus…

This mixed methods study explores a comprehensive survey administered in one induction program of over 2000 novice teachers and 1000 of their coaches. Quantitative analyses through Structural Equation Modeling indicate the mediating impact that coaches have on various design features of induction, which then have an impact on novice teacher…

This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations…

Project success has multiple definitions in the scholarly literature. Research has shown that some scholars and practitioners define project success as the completion of a project within schedule and within budget. Others consider a successful project as one in which the customer is satisfied with the product. This quantitative study was conducted…