ANN ARBOR, Mich., December 19, 2005 - ProQuest Information and Learning's annual analysis of the best-selling dissertations and theses shows that business research was the most sought after by scholars and libraries worldwide in 2004. ProQuest Dissertations and Theses (PQDT) databases contains more than 1.8 million titles. While the database records dissertations from hundreds of academic disciplines, this year's top ten dissertations are all about business - with such topics as knowledge management, E-learning, and leadership earning spots on the list.

In the best-selling dissertation of 2004, Vincent James DeFazio, Ph.D., addresses the problem of ineffective organizational leadership in his work "Customer service leadership skills and customer relationship management." DeFazio wrote his 141-page study at the University of Phoenix. The results of his research indicated that investment in a customer service representative's leadership skills contributes to emotional, cognitive, and customer relationship capabilities. A unique mix of leadership skills and CRM capabilities will enhance customer relationships and will constitute a competitive advantage that translates into customer retention, more up-sell and cross-sell opportunities, and an increased lifetime value of customers.

Second-place honors go to Linda Jarosz, Ph.D., with her dissertation "Business writing skills and effective workplace performance." In third place is the dissertation written by Michael Kirk Hartsfield, Ph.D.: "The internal dynamics of transformational leadership:  Effects of spirituality, emotional intelligence, and self-efficacy." A complete list of top dissertations and theses appears below.

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BEST SELLING DISSERTATION LIST FROM 2004:

1.Customer service leadership skills and customer relationship management by DeFazio, Vincent James, D.M., University of Phoenix, 2003, 141 pages; AAT 3106492

2.Business writing skills and effective workplace performance
by Jarosz, Linda, Ph.D., Walden University, 2002, 147 pages; AAT 3036969

3.The internal dynamics of transformational leadership: Effects of spirituality, emotional intelligence, and self-efficacy by Hartsfield, Michael Kirk, Ph.D., Regent University, 2003, 113 pages; AAT 3090425

4.The relationship between leader behavior and emotional intelligence of the project manager and the success of complex projects by Leban, William V., Ph.D., Benedictine University, 2003, 231 pages; AAT 3092853

5.Service quality, customer satisfaction, and customer behavioral intentions in higher education by Ham, Carrie Leugenia, D.B.A., Nova Southeastern University, 2003, 165 pages; AAT 3090234

6.The impact of knowledge management technologies on learning within organizations: An empirical analysis by Graham, Karen Ann, Ph.D., The Florida State University, 2003, 193 pages; AAT 3098375

7.Resistance to outsourcing: The impact of outsourcing IT services at Lucent Technologies, Inc by Kistner, Florence A., Ph.D., Touro University International, 2003, 154 pages; AAT 3070651

8.E-learning effectiveness: An examination of online training methods for training end-users of new technology systems
by Esch, Thomas J., Ph.D., Touro University International, 2003, 116 pages; AAT 3095420

9.A study of women in leadership and the next glass ceiling
by Johnson, Lydia Marie, D.M., University of Phoenix, 2003, 122 pages; AAT 3112715

10.Examining the relationship between organizational culture and knowledge management by Lawson, Sheron, D.I.B.A., Nova Southeastern University, 2003, 120 pages; AAT 3100959

10.Multiethnic perspectives on leadership and diversity in organizations by Girard, Vanessa P., D.M., University of Phoenix, 2004, 333 pages; AAT 3120404

 

BEST SELLING MASTER'S THESES FROM 2004:

1.A study in the application of Six Sigma process improvement methodology to a transactional process by Graphenteen, Blain Paul, M.S., South Dakota State University, 2003, 152 pages; AAT 1415386

2.Mental capacity testing and measurement of the effects of stress and environment on mental performance by Srikaew, Twin, M.S., Texas A&M University - Kingsville, 1999, 270 pages; AAT 1397698

3.Lean manufacturing and Six Sigma by Palanna, Namita, M.S., California State University, Dominguez Hills, 2004, 91 pages; AAT 1417803

4.A model for the implementation of a radio frequency identification system into a warehouse environment by Ryan, Michelle Renee, M.S., Michigan State University, 2002, 117 pages; AAT 1411976

5.Six Sigma: Changing a culture by Leathers, Lee Edward, M.S., University of Louisville, 2002, 65 pages; AAT 1412938

6.Team building: An isolated view of team dynamics training and its effect on team performance by Elliott, Rufus, M.A., The University of Alabama in Huntsville, 1998, 72 pages; AAT 1393024

7.The relationship of Generation X work values to job involvement and organizational commitment by Thomas, Kristy Dawn, M.A., California State University, Long Beach, 2002, 56 pages; AAT 1409286

8.The Balanced Scorecard: Evolution to long-term performance by Zanini, Michael Theley, M.B.A., University of Nevada, Reno, 2003, 164 pages; AAT 1415871

9.An evaluation of a service line's Balanced Scorecard process by Bilkhu-Thompson, Mandeep K., M.S., University of Cincinnati, 2003, 121 pages; AAT 1414613

10.Proof as method: A new case for proof in mathematics curricula by Lucast, Erica K., M.S., Carnegie Mellon University, 2003, 112 pages; AAT 1412307

11.Optimizing the liquid train of an activated sludge system with plug flow aerator by Foster, Larry M., M.S., The University of Alabama in Huntsville, 1996, 93 pages; AAT 1382676

12.The Six Sigma strategy: A presentation to upper management by Davila Guerrero, Carlos Ernesto, M.S., California State University, Dominguez Hills, 2001, 45 pages; AAT 1406922

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