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Author:

Maneotis, Sarina M.

Title:

Customer Citizenship Behavior and Employee Strain: Validity Evidence for a New Source of Workplace Helping Behavior and when it Matters Helping Behavior And When It Matters

Graduate Program:

Psychology

Keywords:

citizenship
customer service
employee well-being
customer behavior
scale development

File:

Download Maneotis_Dissertation_7.30.2014.pdf

Committee Members:

Alicia Ann Grandey, Dissertation Advisor/Co-Advisor
James Lewis Farr, Committee Member
Samuel Todd Hunter, Committee Member
David Manuel Almeida, Committee Member

Author:

Goyal, Raghav

Title:

Predictive Analytics for Enhancing Customer Service In Electric Utility

Graduate Program:

Industrial Engineering

Keywords:

Power outage
Electric utility
customer service
prediction model
logistic regression

File:

Download RaghavGoyal_Thesis_FinalDraft.pdf

Committee Members:

Vittaldas V Prabhu, Thesis Advisor/Co-Advisor

Author:

Grabarek, Patricia Ewa

Title:

PERSONALITY TYPOLOGIES AS PREDICTORS OF EFFECTIVE PERFORMANCE IN CUSTOMER SERVICE JOBS

Graduate Program:

Psychology

Keywords:

customer service
performance
personality

File:

Download Grabarek_Dissertation_FINAL.pdf

Committee Members:

Alicia A. Grandey, Committee Chair/Co-Chair
Rick Jacobs, Committee Member
Stephanie Shields, Committee Member
Stephanie Lanza, Committee Member