Der Streit um die 35 Stunden‐Woche in der Bundes‐republik Deutschland, der tatsächlich zu den härtesten sozialen Auseinandersetzungen geführt hat, liegt nun einige Zeit zurück…
Abstract
Der Streit um die 35 Stunden‐Woche in der Bundes‐republik Deutschland, der tatsächlich zu den härtesten sozialen Auseinandersetzungen geführt hat, liegt nun einige Zeit zurück. Weder die Untemehmerseite noch die Gewerkschaft kann sich als Sieger feiern lassen. Aber eines ist gelungen, ein entscheidender Durchbruch in der Tarif‐ und Arbeitszeit‐politik, eine Belebung der Diskussion um flexiblere Arbeitszeitformen ist ausgelöst. Diese Entwicklung wird sich auch in anderen europäischen Ländern fortsetzen. Denn einerseits sind viele Arbeitgeber von der seltsamen Vorstellung abgebracht, dass es sich bei der bisher geltenden Regelarbeitszeit von 40 Stunden in der Woche um eine festgelegte Grösse handelt, andererseits wurde den Gewerkschaften zu der Einsicht verholfen, dass nicht immer alles für alle gleich geregelt sein muss.
Discusses customer dissatisfaction and how it is expressed. Reportson a study showing that customers will complain to management if theproblem is severe and if they are encouraged…
Abstract
Discusses customer dissatisfaction and how it is expressed. Reports on a study showing that customers will complain to management if the problem is severe and if they are encouraged to participate in service management, whereas if service firms create barriers within the complaint‐handling process and set up luxury‐oriented and aloof service images, customers will adopt more harmful negative word of mouth forms of complaining. Proposes ways of managing customer complaints, for controlling the more harmful types of dissatisfaction and for maximizing opportunities to develop loyal customer bases through effective handling of problems.
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Thomas Hetschel, Klaus‐Jürgen Wolter and Fritz Phillipp
The purpose of this paper is to investigate the oxidation behaviour of an immersion tin final finish after multiple reflow ageing under air and nitrogen atmospheres and to study…
Abstract
Purpose
The purpose of this paper is to investigate the oxidation behaviour of an immersion tin final finish after multiple reflow ageing under air and nitrogen atmospheres and to study their influence on the wetting behaviour with lead‐free solder. To design a model that describes the degradation of wetting behaviour after reflow‐cycling of the immersion tin final finish.
Design/methodology/approach
A special printed circuit boards (PCB) demonstrator was created to investigate the immersion tin final finish with surface analysis methods and wetting tests. The PCB samples were aged by multiple reflow‐cycling under air and nitrogen atmospheres. The tin oxide formation behaviour of immersion tin was characterised using X‐ray photoelectron spectroscopy (XPS), transmission electron microscope (TEM) and SERA analysis.
Findings
The native oxide layer of the investigated immersion tin final finishes was approximately 7 nm on average. The TEM and XPS investigations indicated an amorphous structure of SnO and SnO2. The solder spread test showed significantly different results for PCBs in “as received” condition compared to those after one and two times reflow ageing under a nitrogen solder atmosphere. The analysis methods revealed a slight increase in the tin oxide layer thickness and small areas with semi‐crystalline structure. Reflow ageing under an ambient solder atmosphere induced considerably thicker oxide layers, which could be observed by a yellow discoloration of the surface.
Research limitations/implications
Measures to improve the wetting behaviour can be derived from the described model (i.e. use of higher tin layer thickness or protective films to reduce the tin oxidation).
Originality/value
A functional model for the solderability process of lead‐free solder on immersion tin PCB final finishes was derived and verified. By this, interactions between the state of the final finish and the solder can be described and potential solderability failures can be predicted.
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Cajetan Ikechukwu Mbama, Patrick Ezepue, Lyuba Alboul and Martin Beer
This study aims to examine managers’ perceptions of digital banking’s (DB) effect on customer experience and banks’ financial performance.
Abstract
Purpose
This study aims to examine managers’ perceptions of digital banking’s (DB) effect on customer experience and banks’ financial performance.
Design/methodology/approach
The research uses interviews from the senior UK bank managers to gather their views on DB’s impact on customer experience and financial performance. The interviews were thematically analysed to produce results and a model.
Findings
The attributes affecting DB experience are as follows: service quality, functional quality, perceived value, service customisation, service speed, employee–customer engagement, brand trust, DB innovation, perceived usability and perceived risk. They affect customer experience, satisfaction and loyalty and financial performance. The research revealed relationships amongst these attributes (e.g. brand trust and loyalty).
Research limitations/implications
The study is a UK bank specific and can be replicated in other developed countries’ banks, helping in further comparison. However, DB is conducted globally, which implies that the findings are robust enough to be potentially applied in other countries. The proposed model shows customer experience drivers and outcomes through managers’ views, which can be theoretically tested.
Practical implications
The findings suggest important attributes (as above) for consideration to improve DB customer experience and financial performance. They show the relevance of employee–customer interaction, service personalisation, value proposition, quality service offering and DB experience, which have useful implications for improving DB design and interactive marketing.
Originality/value
Gauging DB customer experience as perceived by bank managers has not been studied in this way, highlighting DB effectiveness, which is important for multi-channel marketing and banks’ financial performance, and advances theory.
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Patrick Lo, Robert Sutherland, Wei-En Hsu and Russ Girsberger
International employment continues to grow for the industrializednations as their economies become more interdependent. An example ofthis trend involves Germany and the US…
Abstract
International employment continues to grow for the industrialized nations as their economies become more interdependent. An example of this trend involves Germany and the US employment and career issues which need to be considered when consulting abroad. Research was conducted in order to compare and contrast German and US outplacement/career practices. Specific interview impressions were gathered from several outplacement/career management professionals in Germany. Provides details about outplacement consulting services, differences in employee/career aspects between German and US employees, and the unique challenges faced by German employees. Although many outplacement services are similar between the two nations, German consultants appear to provide more of an “administrative” focus when working with German employees, whereas the US consulting firms provide more of a “sales” focus. German employees have historically had more employment protections than their counterpart US employees. However, political and economic changes in Germany are more volatile than those experienced in the USA. The “safety net” for German employees is beginning to crumble, and with these changes come insecurity and emotional distress. Knowledge of these nuances can assist career professionals in working with a German workforce.
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This chapter describes the importance of marketing activities at airports. The link between marketing and airports has been reinforced by new technologies and digital marketing…
Abstract
This chapter describes the importance of marketing activities at airports. The link between marketing and airports has been reinforced by new technologies and digital marketing tools. This technological combination has had a high penetration in the user's smartphones and airport activities, particularly in non-aeronautical revenue. Moreover, this chapter introduces a new conceptualisation of airport marketing, a definition more updated and aligned with airports' business needs in the time of a pandemic crisis. The rest of the chapter shows the mobile marketing tool and its interaction with passengers, as well as how this helps airport operators design new products and services, and increase commercial revenue through digital channels.
Jannick Bettels, Janina Haase and Klaus-Peter Wiedmann
Packaging represents an essential issue for marketers in terms of effectively communicating the product’s benefits, especially in the case of organic food products. Because of…
Abstract
Purpose
Packaging represents an essential issue for marketers in terms of effectively communicating the product’s benefits, especially in the case of organic food products. Because of logistical advantages, rectangular packaging is frequently used for organic food products. However, the question arises whether packaging alignment may significantly influence consumers’ decision-making at the point of sale. Therefore, this paper aims to examine the effects of rectangular packaging alignment (vertical vs horizontal) on consumer perception in the context of organic food products.
Design/methodology/approach
On the basis of the empirical results of a pilot study, a between-subjects online experiment with a sample size of 699 participants and two conditions (vertical vs horizontal packaging alignment) was performed. Analyses of covariance and PROCESS mediation analysis were used for data analysis.
Findings
The results of two empirical studies confirm the relevance of differences in consumers’ horizontal and vertical information processing for the research context of organic food and provide evidence for the assumed relevance of packaging alignment by ultimately showing a change in packaging alignment affects consumers’ willingness to pay. Importantly, this effect is mediated by utilitarian value perception.
Originality/value
This paper importantly contributes to research on packaging design of organic food products. Specifically, the relevance of an efficient utilitarian value perception for the consumer’s willingness to pay is highlighted in this context. Potential implications of these results for companies, consumers and public health are discussed.
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Steffen Schmidt, Matthias Limbach, Sascha Langner, Klaus-Peter Wiedmann, Levke Albertsen and Philipp Reiter
The purpose of this paper is to assess the effectiveness of event-related sports sponsorship and ambushing activity using social media video advertising that aim to affect…
Abstract
Purpose
The purpose of this paper is to assess the effectiveness of event-related sports sponsorship and ambushing activity using social media video advertising that aim to affect spectators’ implicit and explicit brand information processing.
Design/methodology/approach
A dual model of brand knowledge is used that considers the implicit and explicit information processing of marketing-induced brand messages. A web study was conducted prior to the 2014 FIFA World Cup. Each participant implicitly and explicitly evaluated either one sponsor brand or one ambush brand before and after watching the video advertisement (within-subject design). A Wilcoxon signed-rank test was used to evaluate each change of the pre-post testing scores.
Findings
Implicit and explicit brand associations as well as brand behavior were partially affected by the short contact with the advertisements of sponsor brands and ambush brands. In this regard, the implicit association measurements were more sensitive to reveal changes in the brand knowledge structure than their explicit counterparts. Furthermore, sponsorship advertising was slightly more effective than ambush advertising.
Originality/value
The current exploratory study evaluated for the first time the performance of event-related video advertisements that were originally released on social media of sponsor brands and ambush brands. The findings emphasize the necessary requirement of evaluating the implicit processing in addition to the explicit processing of sponsorship information to ensure a holistic evaluation of consumers’ memory with regard to the effectiveness of a sponsorship activity.