Indiana University-Purdue University Indianapolis (IUPUI) / All participants of the Indiana Special Supplemental Nutrition Program for Women Infant and Children (WIC) receive supplemental foods, nutrition education, and health care referrals. The Indiana WIC program established an online nutrition education program to help eliminate barriers to participants who are unable to be physically present for their second nutrition education appointments. The aim of this study was to compare the participation of WIC participants enrolled in standard in-person appointments with WIC participants enrolled in the Online Nutrition Education (ONE) pilot program by assessing the completion of the ONE lessons and the cash value benefit usage at 3 months after participants’ acceptance into the WIC program. A quasi-experiment was performed using a time series comparison of WIC participant attendance at their in-person nutrition education appointment to participants completion of an online nutrition education lesson. A second comparison of the two groups observed the participants redemption of their cash value benefit on fruits and vegetables (CVB). The increase in participation from 2019 to 2020 was statistically significant (P=0.035). Analysis showed that there was a significant difference (P ≤ 0.001) between the 2019 and 2020 CVB mean redemption rates. This study provides evidence that WIC participants are more likely to maintain their participation when offered the addition of an online nutrition education appointment type.

abstract: ABSTRACT The purpose of this study was two-fold. In Specific Aim One, we examined the associations between education level, personal trainer credentials and characteristics, and knowledge of exercise science and personal training principles. In Specific Aim Two we examined associations between education, personal trainer credentials and knowledge of personal trainers with client retention. This study utilized a cross-sectional research design. An anonymous electronic survey was used to collect the data. Eligible participants (N=226) were individuals who were providing one-on-one personal training services for at least one client. All data were assessed for normality prior to data analysis. Descriptive statistics were used to evaluate sample characteristics. Mean and standard deviations, median and interquartile range [IQR] or frequency and percentages were reported for the sample characteristics. Bivariate associations were examined with dependent t-tests and one-way ANOVAs for normally distributed data. Mann- Whitney U and Kruskal-Wallis tests were used for non-normally distributed variables. The median knowledge score for the sample was 6.0 [3.00] points, out of a possible 24, with 92.5% of the sample scoring 10 or lower. Sex (Male/Female), education level, having a degree in the field, certification status (yes/no) and number of certifications were not associated with knowledge scores (p > 0.05). Years of experience in personal training was positively associated with mean knowledge scores (H(3) = 9.280, p = 0.026). Sex of the personal trainer, having a degree in the field (yes/no), the number of personal trainer certifications, the cost of training, the type of facility, the type of employment of the personal trainer and knowledge scores were not associated with client retention (p > 0.05). Education level (F3,87 = 8.176, p < 0.001), personal training certification (yes/no) (t38 = 2.277, p = 0.029), years of experience (F3, 87 = 3.169, p = 0.028), facility size (F4,84 = 8.049, p < 0.001), and exercise science degree type (F3,48 = 6.008, p = 0.001) were all associated with client retention. This study provides insight on knowledge retention of active personal trainers on subject matter deemed foundational by four certifying organizations. The findings should influence both the preparatory learning and well as continuing education approaches of both certifying organizations and institutions of higher learning. / Dissertation/Thesis / Masters Thesis Exercise and Wellness 2018

La presente investigación se basa en el estudio de la percepción que tienen los usuarios respecto a dos grupos de startups Fintech en el Perú: uno de empresas en edad temprana de vida y otro de empresas consolidadas. El objetivo del estudio es poder proveer de un marco de orientación a los startups en etapa temprana de vida para poder reubicar sus recursos, identificando áreas de alta relevancia para los usuarios, con el propósito de poder implementar estrategias de cocreación de oportunidades que permitan enriquecer la relación entre empresa-cliente. Contrario a las presunciones hechas en instancias previas de la investigación, se comprueba que el nivel de interacción entre empresa y clientes constituye un arma de doble filo, ya que puede ser una señal sintomática de fallos fundamentales en la concepción del servicio. Además, se analiza cuál es el posicionamiento de las empresas estudiadas dentro de la consideración de los clientes y cómo esto repercute en asegurar estabilidad y rentabilidad en las acciones futuras de los startups en edad temprana de vida. Finalmente, se provee de recomendaciones sobre lo que el análisis de resultados propone, así como un paralelo con las tesis sostenidas por los autores, cuyos trabajos fueron usados de referencia para esta investigación. El estudio posee un carácter pionero en la delimitación de un marco de progreso para los startups jóvenes, aunque exhibe limitaciones en la extensión del análisis, puesto que se trabaja con una cantidad reducida de empresas, con propósito de poder mostrar resultados iniciales. / The investigation seeks to provide an effective framework for star-ups in early stage of life to successfully allocate resources in order to accurately address customer wants and needs. This work has been carried on by choosing start-ups from two different groups (early stage and experienced) and comparing customer’s perception on their services. Despite initial conceptions, establishing constant communication with customers is not regarded with the same effectiveness as thought, because it might hint failures and flaws in the way a service is shaped and provided. Moreover, it has been analysed what is the positioning in the imaginary from customer’s perception of the companies chosen to feature in this work, as well as how it affects to ensure profitability and sustainability of a start-up in early stage of life. Finally, recommendations have been provided in order to help young start-ups successfully allocate their resources and make profit of an adequate relationship with their costumers in the Peruvian context, besides proposing a parallel between other author’s works used to develop this investigation. This work shall be regarded as a pioneer in its field studying how young start-ups in Peru can develop from early stages, but must be taken in consideration the limitations of the analysis, given the narrow amount of companies used to build an initial framework. / Trabajo de investigación

When developing client acceptance and retention policies and procedures, an audit firm's policy-makers are required to adhere to quality control and auditing standards established by the Public Company Accounting Oversight Board (PCAOB) and American Institute of Certified Public Accountants (AICPA) that are not well defined. As a result, the policies and procedures across firms may differ significantly. These differences arise from the development as well as the implementation of client acceptance and retention policies when evaluating prospective and continuing clients. My research study examines these differences in client acceptance and retention policies and procedures and also investigates the potential differences in policies and procedures across firms of different sizes (international, national, and regional). Using a qualitative setting, I interview risk management and local office partners across multiple firms to gather firm-specific and partner-specific information about client acceptance and retention policies and procedures. My results contribute to the existing literature on the processes and procedures developed by audit firms to assess and evaluate risks that may arise from prospective and/or continuing clients. / Doctor of Philosophy / Auditing standards provide requirements and recommendations for audit firms to follow when performing financial statement audits. These auditing standards also include both required and recommended procedures related to an audit firm’s decision to accept new clients and retain existing clients. Using a qualitative research methodology, I interview audit partners from five audit firms who are responsible for helping establish the firm-specific policies and procedures around client acceptance and client retention processes. I also interview partners from the same five audit firms who are responsible for performing those procedures when deciding whether to accept a prospective client or keep an existing client. I find that there are differences between the two partner groups as to the importance of certain client acceptance and client retention procedures. I also find that there are differences among the firms as well as the individual partners within each firm as to which procedures are key considerations in the client acceptance and retention processes.

O presente trabalho aborda a prática de retenção de clientes nas academias de ginástica e de condicionamento físico do município de Caxias do Sul RS. A pesquisa, de caráter exploratório, foi implementada por meio de entrevistas individuais em profundidade, mediante a aplicação de um roteiro básico de questões. Desta forma, foram entrevistados dez gestores do segmento de fitness, com perguntas englobando o cenário em que se encontram, a preocupação com a qualidade dos serviços prestados, a percepção dos seus clientes acerca da qualidade dos serviços, o seu nível de satisfação e as possíveis ações utilizadas visando estimular a retenção de clientes. O tratamento dos dados foi realizado pela análise de conteúdo. Os resultados foram comparados com os pressupostos teóricos, e apresentados de forma a atingir os objetivos propostos. Na percepção dos entrevistados, bem como na literatura da área, há um crescente número de clientes que buscam melhorar a sua qualidade de vida, e as academias precisam se adaptar a essa realidade. Notou-se que boa parte dos gestores entrevistados se preocupa com a qualidade dos serviços, dando ênfase aos equipamentos, às instalações físicas e, principalmente, ao atendimento aos clientes. Verificou-se, por fim, que todos os gestores entrevistados valorizam a retenção de clientes, e utilizam uma série de ações para que ela seja estimulada em suas academias. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-22T16:12:14Z No. of bitstreams: 1 Dissertacao Mauricio Michelli.pdf: 906479 bytes, checksum: 28266bf0990374d803204acba0ee9ce8 (MD5) / Made available in DSpace on 2014-05-22T16:12:14Z (GMT). No. of bitstreams: 1 Dissertacao Mauricio Michelli.pdf: 906479 bytes, checksum: 28266bf0990374d803204acba0ee9ce8 (MD5) / This work approaches client retention´s practices in gymnastics and physical conditioning academies in the municipality of Caxias do Sul RS. The research, of an exploratory nature, was implemented by means of thorough individual interviews, applying a series of basic questions. In this way, ten managers of the fitness area were interviewed with questions covering the scenario in which they are placed, the concern with the quality of services rendered, the perception of their clients with regards to the quality of the service, their level of satisfaction, and the possible actions used to stimulate client retention. Data treatment was performed through content analysis. The results were compared to the assumed theory, and presented so as to attend the proposed objectives. In the perception of the clients, as well as in the literature of the area, there are an increasing number of clients who seek the amelioration of their life quality, and the academies need to adapt themselves to this reality. It was seen that a considerable number of interviewed managers are concerned with the quality of the services rendered, giving an emphasis on the equipment, with the physical installations and, mainly, with the attention given to clients. Finally, it was verified that all the interviewed managers value client retention and use a series of actions to stimulate this in their academies.

O presente trabalho aborda a prática de retenção de clientes nas academias de ginástica e de condicionamento físico do município de Caxias do Sul RS. A pesquisa, de caráter exploratório, foi implementada por meio de entrevistas individuais em profundidade, mediante a aplicação de um roteiro básico de questões. Desta forma, foram entrevistados dez gestores do segmento de fitness, com perguntas englobando o cenário em que se encontram, a preocupação com a qualidade dos serviços prestados, a percepção dos seus clientes acerca da qualidade dos serviços, o seu nível de satisfação e as possíveis ações utilizadas visando estimular a retenção de clientes. O tratamento dos dados foi realizado pela análise de conteúdo. Os resultados foram comparados com os pressupostos teóricos, e apresentados de forma a atingir os objetivos propostos. Na percepção dos entrevistados, bem como na literatura da área, há um crescente número de clientes que buscam melhorar a sua qualidade de vida, e as academias precisam se adaptar a essa realidade. Notou-se que boa parte dos gestores entrevistados se preocupa com a qualidade dos serviços, dando ênfase aos equipamentos, às instalações físicas e, principalmente, ao atendimento aos clientes. Verificou-se, por fim, que todos os gestores entrevistados valorizam a retenção de clientes, e utilizam uma série de ações para que ela seja estimulada em suas academias. / This work approaches client retention´s practices in gymnastics and physical conditioning academies in the municipality of Caxias do Sul RS. The research, of an exploratory nature, was implemented by means of thorough individual interviews, applying a series of basic questions. In this way, ten managers of the fitness area were interviewed with questions covering the scenario in which they are placed, the concern with the quality of services rendered, the perception of their clients with regards to the quality of the service, their level of satisfaction, and the possible actions used to stimulate client retention. Data treatment was performed through content analysis. The results were compared to the assumed theory, and presented so as to attend the proposed objectives. In the perception of the clients, as well as in the literature of the area, there are an increasing number of clients who seek the amelioration of their life quality, and the academies need to adapt themselves to this reality. It was seen that a considerable number of interviewed managers are concerned with the quality of the services rendered, giving an emphasis on the equipment, with the physical installations and, mainly, with the attention given to clients. Finally, it was verified that all the interviewed managers value client retention and use a series of actions to stimulate this in their academies.

Frente a un mercado cada vez más competitivo en donde la diferenciación en cuanto al valor percibido del bien o servicio es limitada, se consideró relevante evaluar cómo el programa de beneficios individual ayuda a los supermercados a posicionarse como la primera opción de compra y recompra. El programa de beneficios o programa de lealtad es un conjunto de acciones que generan un beneficio para el usuario con el propósito de cambiar de forma general el comportamiento deseado de los clientes y reunir los datos para acciones futuras, estas pueden ser descuentos, cupones, kilometraje y puntos de canje. A lo largo de nuestra investigación identificamos que existían dos tipos de programa de beneficios. El primero es el programa de coalición, el cual brinda una serie de beneficios de recompensa asociada a marcas de otros rubros. En segundo lugar, se tiene al programa de beneficios individual, el cual brinda una serie de beneficios de tipo recompensa asociados a los productos y servicios de la marca anfitrión. Para efecto de la investigación se eligió el rubro de supermercado debido a que es un modelo de negocio que brinda todo tipo de productos y no se ve afectado al margen de la situación coyuntural. Referente al tipo de programa, se consideró pertinente la aplicación del programa de beneficios individual, debido a que en nuestro país los supermercados solo aplican este tipo de programa acorde a sus objetivos de venta y posicionamiento. / In the face of an increasingly competitive market where differentiation in terms of the perceived value of the good or service is limited, it was considered relevant to assess how the individual benefit program helps supermarkets position themselves as the first choice of purchase and repurchase. The benefit program or loyalty program is a set of actions that generate a benefit for the user for the purpose of generally changing the desired customer behavior and gathering the data for future actions, these can be discounts, coupons, mileage and redemption points. Throughout our research we identified that there were two types of benefit programs. The first is the coalition program, which provides a range of reward benefits associated with brands in other industries. The second is the individual benefit program, which provides a range of reward benefits associated with the host brand's products and services. For the purpose of the research, the supermarket category was chosen because it is a business model that offers all types of products and is not affected by the economic situation. Regarding the type of program, the application of the individual benefit program was considered relevant, since in our country supermarkets only apply this type of program according to their sales and positioning objectives. / Trabajo de investigación

The private security industry is tasked with protecting lives and property against an evolving array of personal and property threats. Rendering such services comes with many market related challenges for private security providers. These services are rendered to various types of clients like government departments, hospitals, universities and shopping malls amongst others. These clients have unique and different needs and expectations, therefore shopping malls as clients of the private security industry were selected for the purpose of this research. The qualitative research approach was used for this study wherein a questionnaire was used to obtain information from private security and shopping mall personnel working in shopping malls in Gauteng. The findings of this study reveals that there are indeed client retention challenges that are facing private security companies providing services to shopping malls. Based on the findings, recommendations for the private security providers and further research in shopping mall security management are made. / Security Risk Management / M.Tech. (Security Management)