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The Mediating Role of Employee Engagement on the Relationship Between Psychological Safety Perceived by Federal Employees and Customer Satisfaction
Get PDFAn ongoing challenge at U.S. federal agencies is to determine the most effective use of limited funds to successfully deliver services to customers. This public administration challenge is particularly troublesome in the current environment of federal budget cuts and rising customer expectations, especially in nonappropriated federal agencies. One opportunity for federal managers lies in their ability to foster supportive office environments in which employees feel psychologically safe to take risks, admit mistakes, and voice dissent. Research suggests these supportive environments can lead to increased levels of employee engagement. Further research suggests that increased levels of employee engagement can positively influence customer satisfaction. This study proposed and tested in a large federal agency a hypothesized correlation between the perception of psychological safety and customer satisfaction as mediated by employee engagement. The results indicate a positive, statistically significant relationship between federal employees’ perception of psychological safety and customer satisfaction at the office level, as partially mediated by employee engagement. These results supported the hypotheses and may serve to improve the appreciation in agencies and federal managers for the role that supportive office environments in which employees feel psychologically safe to take risks, admit mistakes, and voice dissent play in employee engagement and ultimately customer satisfaction.
Keywords: Psychological Safety; Employee Engagement; Customer Satisfaction; Federal Government; Mediation Analysis; Public Administration;List of Tables vi -- List of Figures vii -- Acknowledgements viii -- Dedication ix -- Chapter I: Introduction 1 -- Importance of the Research Topic 7 -- Contribution to the Field 10 -- Problem Statement 11 -- Research Questions 12 -- Summary 13 -- Chapter II: Literature Review 15 -- Theory Base for the Research 15 -- Organizational Support Theory. 15 -- Employee Satisfaction Trajectory Theory 18 -- Research on Study Variables 22 -- Psychological Safety 22 -- Employee Engagement 30 -- Customer Satisfaction 35 -- Support for a Mediated Relationship Between Psychological Safety and Customer Satisfaction 39 -- Study Hypotheses. 41 -- Key Definitions 42 -- Summary 45 -- Chapter III: Methodology 47 -- Research Approach 47 -- Federal Employee Viewpoint Survey 48 -- Psychological Safety Scores 49 -- Employee Engagement Scores 54 -- Leaders Lead 55 -- Supervisors 56 -- Intrinsic Work Experience 56 -- Customer Loyalty Survey 56 -- Internal Partner Satisfaction Survey 58 -- Operationalization of Variables 60 -- Mediation Analysis 62 -- Limitations 65 -- Contributions to Knowledge 66 -- Summary 67 -- Chapter IV: Results 68 -- Collected Data 68 -- Survey Demographics 68 -- Survey Results Analysis 70 -- Descriptive Data. 72 -- Results Summary 73 -- Summary of Effects 78 -- Statistical Validity Threats 79 -- Comparison of Back Office and Front Office Analyses 80 -- Office-Level Survey Results Analysis 81 -- Office-Level Results Summary 82 -- Chapter V: Discussion 85 -- Data Analysis 85 -- Research Question 1 86 -- Research Question 2 89 -- Research Question 3 91 -- Research Question 4 93 -- Interpretation of the Findings 96 -- Theoretical Implications 97 -- Practical Implications. 98 -- Assumptions and Limitations 99 -- Assumptions 99 -- Limitations 100 -- Delimitations 100 -- Recommendations 101 -- Recommendations for the Federal Practitioner Community 101 -- Recommendations for the Federal Community 103 -- Recommendations for Future Academic Research 104 -- Conclusion 105 -- References 107 -- Appendix A: VSU Institutional Review Board Exemption Report 147 -- Appendix B: CITI Certificate 149Jha, Nandan K.Banerjee, NeenaThomas, M. BlairD.P.A.Public Administratio
Environmental Impact: QAnon and Media Ecology
No full textThis thesis studies the proliferation of conspiracy theories, specifically QAnon, to determine how the media environment, including various media channels, audiences, and messages, played a factor in the group’s growth. QAnon grew from a relatively obscure branch of the alt-right movement into a mob capable of storming the Capitol Building in early 2021. Applying media ecology framework to the QAnon phenomenon, this research investigates the media environment where QAnon was facilitated by using a content analysis of various media surrounding QAnon and those affected by its messages. As a case study, this study reviews comments made about QAnon by Georgia Representative Marjorie Taylor Greene to illustrate the group’s influence and reach. This study demonstrates that media technology aided QAnon in spreading their conspiracy theories through social media influencers, algorithms, word of mouth, and traditional media. The target audiences of QAnon found in this study included people seeking entertainment and people seeking something bigger than themselves. According to this research, the media environment enabled QAnon to reach its audience. Marjorie Taylor Greene is an example of how fringe beliefs influence an individual with rising political authority due to the media environment surrounding her. Lastly, this research illustrates that limitless information and technology are insufficient resources to combat the spread of conspiracy theories such as QAnon due to their essence being epistemological and inherently part of the human condition.Introduction 1 -- Theoretical Foundation 1 -- Research Questions 2 -- Literature Review 2 -- Conspiracy Theories 2 -- QAnon 8 -- Methodology 11 -- Analysis 16 -- Conclusion 29 -- References 32Eaves, MichaelFaux, WilliamConway, DennisEd.D.Communicatio
Determining Academic, Background, and Financial Predictors of Community College First Year Retention using Data Mining Techniques
Get PDFEven with extensive retention research dating from the 1960s, community colleges still struggle to identify the reasons why students do not return to college. Data mining has allowed these retention models to evolve to identify new patterns among student populations and variables. The purpose of this study was to create a predictive model for student retention using background, academic, and financial factors serving as a guide for other community colleges to use when investigating institutional retention. Four different data mining models (neural networks, random forest trees, support vector machines, and logistic regression) identified significant factors for retention. The models were compared to identify if one outperformed the others on five different evaluation metrics.
The number of credit hours was consistently the most important variable in retention. In addition, the interactions between the number of credit hours, GPA, and financial aid variables were significant in student retention in their first year. The interaction between GPA, financial aid variables, and the number of remedial hours was also crucial for the first-year retention. There were no consistent variables among the retention models that can predict students' nonretention in the first year of their college career. Many background predictors (age, gender, race, or ethnicity) were not significant in predicting retained or nonretained students. The comparison of the retention models found the random forest model had the best performance for accurately classifying the nonretained and retained students overall and the retained students individually.
Keywords: Retention, Community College, Data Mining, Academic Factors, Background Factors, Financial FactorsChapter I: INTRODUCTION 1 -- Statement of the Problem 6 -- Purpose of the Study 6 -- Research Questions 7 -- Research Methodology 7 -- Significance of the Study 10 -- Theoretical Basis of the Study 11 -- Limitations of the Study 13 -- Definition of Terms 14 -- Organization of the Study 17 -- Chapter II: LITERATURE REVIEW 19 -- Community College Populations 20 -- Community College Enrollment Trends 22 -- Community College Funding 23 -- Community College Retention 24 -- Bean and Metzner’s Retention Model 25 -- Importance of Individualized Retention Models 27 -- Retention Variables 28 -- Background Variables 28 -- Age 29 -- Gender 31 -- Race or Ethnicity 33 -- High School GPA 36 -- Academic Factors 37 -- College GPA 38 -- Online Courses 40 -- Remedial Courses 44 -- Number of Courses Completed 47 -- Financial Aid Factors 50 -- Amount of Financial Aid Awarded 52 -- Amount of Financial Aid Paid 53 -- FASFA Completion 55 -- Introduction of Data Science and Big Data 59 -- Data Mining 61 -- Educational Data Mining 62 -- Classifiers 63 -- Cross Validation Methods 64 -- Decision Trees and Random Forest Trees 65 -- Support Vector Machines (SVM) 68 -- Neural Network 72 -- Logistic Regression 74 -- Interpretation of Binary Classifier Models 76 -- Evaluation Metrics for Comparing Classifier Models 77 -- Accuracy, Sensitivity, and Specificity 78 -- F1-Scores 78 -- Receiver Operating Characteristic (ROC) Curves 78 -- Validation of Evaluation Metrics 80 -- Summary 80 -- Chapter III: METHODOLOGY 83 -- Research Design 83 -- Participants 85 -- Instrumentation 87 -- Data Collection 88 -- Data Analysis 88 -- Inferential Statistics 91 -- Random Forest 92 -- Supported Vector Machine (SVM) 93 -- Neural Network 93 -- Logistic Regression 93 -- Summary 95 -- Chapter IV: RESULTS 97 -- Demographic Characteristics for Individual Cohorts 98 -- Descriptive Statistics for Students 100 -- Correlation Coefficients for Students 102 -- Categorical Variable Analysis of Combined Cohorts 104 -- Missing Data Analysis of Combined Cohorts 105 -- Cross Validation Method 106 -- Outliers and Normality of Combined Cohorts 106 -- Outlier Capping, Transformation, and Normalization 108 -- Research Question 1 111 -- Random Forest 112 -- Support Vector Machine with Polynomial Kernel 118 -- Support Vector Machine with Radial Kernel 125 -- Neural Network 132 -- Logistic Regression 139 -- Comparison of Variable Importance 150 -- Research Question 2 151 -- Random Forest 153 -- Support Vector Machine with Polynomial Kernel 155 -- Support Vector Machine with Radial Kernel 157 -- Neural Network 159 -- Logistic Regression 161 -- Overall Model Comparison with ROC Curves 163 -- Inferential Tests for Model Comparison 165 -- Summary 173 -- Chapter V: SUMMARY, DISCUSSION, and CONCLUSIONS 176 -- Overview of the Study 177 -- Related Literature 177 -- Classification Models 178 -- Individual and Sector-based Models 178 -- Predictive Factors 178 -- Methodology 180 -- Participants 181 -- Variables Studied 181 -- Background Factors 181 -- Academic Factors 182 -- Financial Factors 183 -- Procedures 183 -- Summary of Findings 184 -- Research Question 1 184 -- Research Question 2 189 -- Discussion of Findings 191 -- Research Question 1 191 -- Research Question 2 193 -- Limitations of the Study 194 -- Implications for Future Research 197 -- Conclusions 198 -- REFERENCES 201 -- APPENDIX A: R Code for Modeling Building and Variable Importance 230 -- APPENDIX B: R Code for Inferential Statistics Tests 259 -- APPENDIX C: Institutional Review Board Protocol Exemption Report 264 -- APPENDIX D: Data Sharing Agreement 266Brockmeier, Lantry L.Bochenko, Michael J.Kim, DaesangEd.D.Education in Leadershi
Surveillance of Permethrin Resistance in Valdosta Populations of Aedes albopictus via the CDC Bottle Bioassay
Get PDFMosquito populations are likely to develop genetic resistance to insecticides with prolonged and/or improper application. Regular assessments of insecticide resistance should be performed on exposed populations to optimize local integrated mosquito management strategies. Current strategies within Valdosta, Georgia, especially chemical insecticide application, may prove to be outdated and inefficient due to the absence of a designated resistance testing center. The current study aims to provide a baseline resistance report for the nuisance biter and potential disease vector, Aedes albopictus (Skuse) to the type I pyrethroid, permethrin. Although Ae. albopictus is primarily a nuisance biter in southern Georgia, this species has the physiological potential to be a vector of numerous arboviruses and other pathogens. Ae. albopictus colonies were established from eggs collected at 15 independent sites within and near Valdosta, GA between July and November of 2019. The majority of the sites were located in residential neighborhoods. Post-rearing, survivability upon permethrin exposure was tested using the Centers for Disease Control and Prevention (CDC) Bottle Bioassay Kit. This bioassay accounts for resistance by comparing a ‘diagnostic time’ (the maximum time required to kill 100% of susceptible mosquitoes of a particular species and insecticide dosage) to the actual time taken for experimental mosquitoes to die. The occurrence of permethrin resistance in Valdosta populations of Ae. albopictus was observed in this study. According to World Health Organization (WHO) standards, <90% mortality at the diagnostic time indicates resistance, and mosquitoes from all 15 collection sites exhibited mortality <82%. This level of resistance suggests that mosquito abatement methods currently used in Valdosta, Georgia should be modified to mitigate insecticide resistance. Population reduction of this potential vector species should then reduce the risk of rapid disease transmission should the respective pathogens be introduced into the area.
Keywords: Permethrin, Pyrethroid, Insecticide Resistance, Asian Tiger Mosquito, Aedes albopictus, CDC Bottle BioassayABSTRACT i -- DEDICATION ii -- CHAPTER I: INTRODUCTION 1 -- CHAPTER II: MATERIALS AND METHODS 9 -- Collection Sites 9 -- Oviposition Cups 10 -- Specimen Storage and Rearing 10 -- CDC Bottle Bioassay Resistance Testing 11 -- Statistical Analysis 13 -- CHAPTER III: RESULTS 14 -- CHAPTER IV: DISCUSSION 16 -- REFERENCES 22 -- APPENDIX A: TABLES 28 -- APPENDIX B: FIGURES 36Blackmore, Mark S.Chambers, Eric W.Lockhart, J. MitchellM.S.Biolog
Mi Casa Es Su Casa: A Critical Co-constructed Autoethnography of the Evolution from Assimilation to Acculturation of a Mexican Migrant Farmworker turned Professional
Get PDFSituated within critical race theory and Latinx critical theory (LatCrit), the result of this research was a 2-part presentation of a critical co-constructed autoethnography and a qualitative case study. The case study identified factors that promoted intercultural collaboration in support of acculturation efforts among a predominantly White receiving community and a Latinx immigrant community, comprised mostly of migrant farmworkers. Structured interviews with eight community members involved in establishing a community event that would become La Fiesta del Pueblo, a review of La Fiesta historical documents, and electronic and print media were used to explore the festival and discover factors that led to its success. The significant findings of the dynamics that drove the coalition-building process for how La Fiesta del Pueblo became an accepted community and state-sponsored cultural event and how La Fiesta influenced change in perceptions of the receiving community and immigrant population culture were the positive experiences had by those who attended it as well as the organizers and organizational aid provided by all walks of the community. La Fiesta was instrumental in promoting intercultural collaboration through enhanced awareness, which served as a vehicle for both communities to experience changes in perceptions of each other and their associated cultures and allowed for mutual accommodation as part of the integration process for the benefit of both. The co-constructed autoethnography was designed to be a critical reflection of my voice and journey through the acculturation process from the perspective of a Mexican migrant farmworker turned Latino professional. It articulates early, middle, and later phases of my assimilation to the acculturation experience. My exploration of La Fiesta and constant reflection of my own journey from assimilation to acculturation brought about the critical co-constructed autoethnography and helped me emphasize the need to disrupt deficit ideology by engaging in critical reflections on the complexity of cross-race/ethnicity relations within Latinx and predominantly White communities.
Key words: La Fiesta del Pueblo, migrant farmworker, assimilation, acculturation, critical race theory, deficit thinking, Latinx critical theory, LatCrit, LatinxAuthor's Note 1 -- Part 1: My Cultural Journey: From Mejicano Immigrant To Latino Professional 3 -- How I Got to This Point 3 -- Dissertation Evolution 5 -- Discussion of Terms 9 -- My Beginning 12 -- Matriarch: Eustolia Gonzales Garcia 18 -- Javier Gonzalez Gonzales 26 -- Becoming American and the Role of Schooling 30 -- Transition Complete 44 -- An American Dream and Professional Assimilation 50 -- Woke, Growing, and La Fiesta 57 -- Challenges Ahead 66 -- Part 2: MY TRADITIONAL DISSERTATION JOURNEY: A CONVENTIONAL BEGINNING TO AN UNEXPECTED END 69 -- Early Plans 70 -- Significance of Study 71 -- Research Questions 72 -- Conceptual Framework 72 -- Review of Literature 73 -- Assimilation 73 -- Population 75 -- Legislation 77 -- Identity 79 -- Theoretical Framework 80 -- Community Culture Wealth 81 -- Critical Race Theory 83 -- Interest Convergence 84 -- Experiential Knowledge 85 -- Summary of Conceptual Framework 88 -- Methods 88 -- People and Places 90 -- Data Collection 92 -- Data Analysis 94 -- Data Model 95 -- Results 96 -- Discussion 102 -- Coding Categories 105 -- Future Considerations 108 -- EPILOGUE 110 -- REFERENCES 115 -- APPENDIX A: Valdosta State University IRB Approval 128 -- APPENDIX B: Interview Protocol 130Schmertzing, Richard W.Schmertzing, LorraineMartinez, JamesParra, Ericka HelenaEd.D.Education in Leadershi
Perceived Proximity to Decision-Making Within Organizational Hierarchy: How Public Service Motivation Moderates Its Effect on Employee Job Satisfaction and Engagement of Federal Agencies in Australia and the United States
Get PDFThis research will discuss the moderating and mitigating effects on employee job satisfaction and employee engagement for employees with public service motivation (PSM) characteristics from the impact of the perceived distance from policy developers and policy implementers. Specifically, the employees of federal agencies in Australia and the United States are assessed for this research. Data for this research will be obtained from the results of existing longitudinal employee surveys. The use of data sets, both from a Westminster parliamentary based systems and the U.S. representative democracy system, will help to increase the level of validation and model applicability.
Aspects of the organizational structure, including fit and culture, are assessed as a combined independent variable. Agency structure is being studied through a lens of employee perception, which provides the framework for job satisfaction and engagement. PSM is evaluated through certain human resource management (HRM) practices which, in turn, act as antecedents.
The outcome of this research is important, as it will provide governments with a better understanding of how their organizational structure affects employee job satisfaction and employee engagement for employees that demonstrate PSM characteristics. Further, the use of HRM actions as PSM antecedents will allow for a more efficient analysis of PSM congruence. In turn, this will allow for a more insightful design of the organizational structure, better hiring protocols, and employee retention.
Keywords: PSM, Public Service Motivation, Decision making, Employee engagement, Job satisfaction, MotivationChapter I: INTRODUCTION 1 -- Chapter II: REVIEW OF LITERATURE 8 -- Motivational Theories 8 -- New Public Management 25 -- Job Satisfaction and Employee Engagement 27 -- Organizational Structure, Culture, and Fit 34 -- Australia and the United States 54 -- Chapter III: METHODOLOGY 60 -- Overview 60 -- Survey Instruments and Data Preparation 64 -- Hypotheses and Analytical Approach 72 -- Chapter IV: RESULTS 74 -- Summary Statistics 74 -- Correlation 76 -- Regression Analysis 79 -- T-tests 80 -- Exploratory Factor Analysis 80 -- Simple Path Analysis 82 -- Hypotheses Results 84 -- Chapter V: DISCUSSION 86 -- Statistical Insights 86 -- Significant Findings 98 -- Consideration of Findings in Light of Current Research 101 -- Implications of This Study 103 -- Limitations of This Study 106 -- Recommendations for Further Research 108 -- Conclusion 110 -- REFERENCES 114 -- APPENDIX A: Institutional Review Board Exemption 133 -- APPENDIX B: FEVS Survey Instrument 135 -- APPENDIX C: FEVS Agency Response Rates 146 -- APPENDIX D: FEVS Survey Change 151 -- APPENDIX E: APS Survey Instrument 154 -- APPENDIX F: FEVS and APS Coding 192 -- APPENDIX G: Tables (20-29) 197Fowler, LukeBreen, J. DallasYehl, ShermanD.P.A.Public Administratio
COSA Minutes June 2021 and Agenda July 2021
No full text2 electronic records. 6 pages. 2,016,854 bytes.2 electronic records: Council on Staff Affairs Minutes, June 15, 2021. Council on Staff Affairs Meeting Agenda, July 20, 2021
The Predictability of Nontraditional Student Retention in the Technical College System of Georgia
Get PDFState and federal governments regularly focus on improving student retention and completion in higher education as a means of increasing the skills of the workforce to better meet the challenges of a global economy. The findings of this research present a statewide picture of retention for nontraditional students in the Technical College System of Georgia and generalizations could be used to specifically improve processes and procedures on how colleges recruit and respond to this growing and diverse student population. With a specific focus on nontraditional students in diploma and certificate programs, the outcomes of this research will allow decision-makers to consider how student factors, and the relationship between those factors, influence nontraditional student progression in order to make informed decisions on how to better serve the needs of this specific student population.
The purpose of this nonexperimental, ex post facto, correlational study was to examine the predictability of academic factors (student GPA and program type), background factors (age, race or ethnicity, gender, high school diploma type, high school graduation date), and environmental factors (Pell eligibility, single parent status, displaced homemaker status) on the retention of nontraditional students enrolled in diploma and certificate programs in the Technical College System of Georgia. To do so, this study addressed which prediction model, out of two data modeling approaches (logistic regression and linear discriminant analysis) and three data mining approaches (classification tree, random forest, and support vector machine models), best predicts whether a student was retained or not retained.
The predictor variables GPA, programs related to Transportation and Logistics, female students, Black students, and Pell eligibility were influential in students being retained. Being out of high school for five years or more and being enrolled in Cyber, Engineer, or Healthcare programs or Industrial Technology programs were influential predictors of students not being retained. The support vector machine will generate an accurate classification model based on the goal of correctly identifying students who will not be retained so adequate assistance and resources can be provided to them.
Keywords: Retention, Nontraditional, Technical College System of Georgia, Prediction Model, Diploma Programs, Certificate ProgramsChapter I: INTRODUCTION 1 -- Statement of the Problem 5 -- Purpose of the Study 7 -- Research Questions 7 -- Research Methodology 9 -- Significance of the Study 11 -- Conceptual Framework of the Study 13 -- Limitations of the Study 16 -- Definition of Terms 17 -- Organization of the Study 22 -- Chapter II: LITERATURE REVIEW 23 -- Nontraditional Students at Community Colleges 28 -- Retention and Nontraditional Students 33 -- Student Retention Theories, Models, and Frameworks 36 -- Factors Related to Student Retention 43 -- Pell Eligibility 43 -- Single Parent or Displaced Homemaker Status 45 -- Age 47 -- Race or Ethnicity 49 -- Gender 53 -- High School Diploma Type 55 -- High School Graduation Date 56 -- Grade Point Average 58 -- Program Type 61 -- Data Modeling and Data Mining Approaches Related to Student Retention 62 -- Summary 66 -- Chapter III: METHODOLOGY 68 -- Research Design 69 -- Population 72 -- Data Collection 73 -- Data Analysis 74 -- Descriptive Statistics 74 -- Statistical Considerations and Assumptions 75 -- Inferential Statistics 76 -- Summary 83 -- Chapter IV: RESULTS 84 -- Data Screening and Descriptive Statistics 86 -- Data Preprocessing and Feature Engineering 98 -- Model Training and Significant Predictors 112 -- Research Question 1A 113 -- Research Question 1B 129 -- Research Question 1C 143 -- Research Question 1D 157 -- Model Comparisons for Research Question 1 171 -- Accuracy of the Classification Models 173 -- Research Question 2 173 -- Model Comparisons for Research Question 2 194 -- Summary 197 -- Chapter V: SUMMARY, CONCLUSIONS, AND IMPLICATIONS 203 -- Summary of Findings 205 -- Conclusions for Research Question 1A 207 -- Conclusions for Research Question 1B 212 -- Conclusions for Research Question 1C 217 -- Conclusions for Research Question 1D 221 -- Conclusions for Research Question 2 225 -- Limitations 227 -- Implications 229 -- Conceptual Implications 229 -- Practical Implications 229 -- Recommendations for Future Research 232 -- Conclusion 234 -- REFERENCES 236 -- APPENDIX A: Institutional Review Board Protocol Exemption Report 258 -- APPENDIX B: R Code for Data Analysis 260Brockmeier, Lantry L.Pate, James L.Bochenko, Michael J.Ed.D.Education in Leadershi
Mentorship for Women in Higher Education: An Approach to Workforce Development
Get PDFWomen are out enrolling men in institutions of higher education as well as filling the staff ranks. Despite the growing presence of women on our campuses, they are not progressing to the topmost leadership roles. The purpose of this study is to identify how mentoring relationships prepare women staff in higher education as leaders. A gap exists in the knowledge community around staff development as leaders in higher education. This project contributes to the knowledge community around women staff development in higher education by exploring the research question: How does mentoring contribute to leadership and workforce development for women in higher education? A phenomenological study utilized semi-structured interviewing to examine the experiences of women staff across three higher education settings, four year universities, community colleges, and technical colleges. The data collected from these interviews were coded and analyzed for themes.
Keywords: Higher Education, Staff Development, Women's Leadership, MentorshipIntroduction 1 -- Significance of the Study 1 -- Statement of the Problem 4 -- Conceptual Framework of the Study 5 -- Research Question 12 -- Research Design 12 -- Definition of Terms 15 -- Limitations and Delimitations 15 -- Organization of the Study 17 -- LITERATURE REVIEW 18 -- Mentorship in the Workplace 18 -- Staff Development in Higher Education 36 -- Women’s Leadership Development in Higher Education 43 -- METHODOLOGY 51 -- Research Design 51 -- Setting 52 -- Participants 53 -- Data Collection 55 -- Data Analysis 60 -- RESULTS 66 -- Discussion 106 -- References 122 -- Appendix A: Participant Recruitment Materials 128 -- Appendix B: Participant Criteria Survey For Inclusion 132 -- Appendix C: Observation Protocol 134 -- Appendix D: Interview Protocol 136 -- Appendix E: IRB Approval Letter 140Workman, JamieFerland, ChrisSmith, CaraLee, KeithD.PA.Public Administratio