This thesis investigates the influence of organizational culture on customer experience through a comprehensive study of a global supplier of home repair products. By combining organizational analysis and consumer research, this research draws on anthropological principles to explore the nuances of family governance and their effects on behavior, customer experience, and product design. The results of this study present insightful information on product perception and actionable strategies to improve product design, branding, and messaging in order to enhance customer experience and drive sales. Drawing on organizational anthropology and the utilization of critical reflexivity, this thesis provides a deeper understanding of how family-owned businesses can leverage research to challenge their cultural assumptions about products, consumers, and their organization, in order to effectively implement customer-centric solutions and drive organizational behavior, customer experience, and product development.

As the world becomes more connected, issues surrounding sustainable development are coming to the fore of global discussions. This is exemplified in strategies such as the United Nation's Sustainable Development Goals (SDGs), released in 2015, which created a framework for global development that defines specific goals for issues like poverty, climate change, and social justice. To complement the analysis that went into defining the SDGs, capital allocations around the world are becoming more impact focused so that the paradigm of development is shifting from donations to impact investments. The push for impact, however, has led to a homogenization of global challenges like reproductive health and poverty. This, in turn, has led to a standardization of information resulting in agencies designing interventions based on data and information that is misguided because of incorrect assumptions about a specific context. This paper explores how the decision-making mechanisms of global development agencies and investors could apply more anthropological processes to mitigate negative impact. As the development sector becomes more and more standardized, anthropologists can act as translators between affected communities and the institutions deciding how best to help them.

This thesis builds upon several theoretical ideas. The first of which is the anthropologists’ transition into the corporate context and the particular type of skills and value that someone with anthropological training can bring to operations management. As anthropology is relatively new and unfamiliar to corporations, anthropologists are often hired without explicit knowledge of how they will address organizational problems. Frequently, this incremental relationship building between the anthropologist and the organization leads to shifting project goals which come only after the anthropologist is able to reveal initial findings to someone who has the power to grant the anthropologist further access to employees and company information. This refocusing comes from a building of trust that is crucially important for the anthropologist’s ability to identify social issues, which is the anthropologist’s expertise. In order to develop the context of this project the following paragraphs will explain in more detail and expand into particular cases in which anthropologists have helped organizations to identify and manage social, organizational problems. As a relationship needs to be built between the anthropologist and the organization, here I argue that there needs to be continual relationship building between anthropological, design, and management theories to optimally solve organizational problems.

Today over 1.1 million people are living with HIV/AIDS in the United States; over the last 4 decades mortality rates have decreased largely made in part because of advancement in awareness and treatment options. Treatment adherence has long been considered a vital component in decreasing HIV/AIDS related mortality and has proven to reduce the risk of transmission. However not all patients take their medicine as prescribed. This research study, sponsored by The North Central Texas HIV Planning Council explored how Patient and Provider communication impacted treatment adherence. By utilizing a mixed-methods approach survey data and semi-structured interviews were used to collect insights from both Patients and Providers. Data gleaned through the interview process provided a perspective that could not be captured by using quantitative methods alone. The results from this research yielded multiple themes related to patient and provider communication with recommendations as to how The North Central Texas HIV Planning Council could address treatment adherence, such as Providers focus on Patients perceived severity based on their understanding of disease and illness; that side-effects remain a concern for patients and should not be dismissed; and finally that the word AIDS is perceived to be more stigmatized and as such organizations …