The interdependencies of multi-generational differences, full engagement, and patron satisfaction in the context of the Community Dining Program within a senior center form the basis of this dissertation. The study focuses on the phenomenon of cooperation between employees, patrons, and volunteers in the context of a specific program. While certain events define a particular generation, assumptions abound that people from different generations do not share homogeneous needs. To be sure, some needs are more, or less, pronounced depending on a person's chronological age, health, and other issues. Individuals working in a multi-generational organization will find challenges in learning how to solicit and accurately interpret needs and expectations; communication styles, and how to respond positively and meaningfully to requests. The setting for this study is a senior center, but focuses on one program. The players within this setting specifically include the cooks, patrons, volunteers (as a subset of patrons), and the center's other staff. A case study using the program design methodology is the approach used to gain insights as to how the organization is structured which includes its decision, diagnostic, information, and learning subsystems; the major processes employed in conjunction with the necessary functions in order to produce services meeting the needs of the players. The outcome of this program design includes a needs analysis, recommendations, solutions, and a program redesign evaluation the center can use to improve its program design which combine define new management theory.
|Adviser||Marilyn E. Harris|
|Subjects||Management; Organization theory; Organizational behavior|
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