Brian Bloch and Klaus J. Groth
Much has been written recently about Germany’s prevailing economic problems, but the emphasis has been placed on globalisation, the rigidities of the labour market and various…
Abstract
Much has been written recently about Germany’s prevailing economic problems, but the emphasis has been placed on globalisation, the rigidities of the labour market and various other difficulties related to Standort Deutschland. However, there are numerous problems with respect to German management, which are unquestionably major contributory factors to Germany’s current difficulties, especially mass unemployment. This paper considers a variety of issues in this context including the rampant and socially destructive preoccupation with cost cutting and rationalisation, negative managerial behaviour, the system of corporate governance, lack of innovation and finally, corruption and fraud. Some means of achieving a turnaround are suggested. The paper is based primarily on German‐language references.
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Jue Li, Minghui Yu and Hongwei Wang
On shield tunnel construction (STC) site, human error is widely recognized as essential to accident. It is necessary to explain which factors lead to human error and how these…
Abstract
Purpose
On shield tunnel construction (STC) site, human error is widely recognized as essential to accident. It is necessary to explain which factors lead to human error and how these factors can influence human performance. Human reliability analysis supports such necessity through modeling the performance shaping factors (PSFs). The purpose of this paper is to establish and validate a PSF taxonomy for the STC context.
Design/methodology/approach
The approach taken in this study mainly consists of three steps. First, a description of the STC context is proposed through the analysis of the STC context. Second, the literature which stretch across the PSF methodologies, cognitive psychology and human factors of STC and other construction industries are reviewed to develop an initial set of PSFs. Finally, a final PSF set is modified and validated based on STC task analysis and STC accidents cases.
Findings
The PSF taxonomy constituted by 4 main components, 4 hierarchies and 85 PSFs is established for human behavior modeling and simulation under the STC context. Furthermore, by comparing and evaluating the performance of STC PSF and existing PSF studies, the proposed PSF taxonomy meets the requirement for qualitative and quantitative analysis.
Practical implications
The PSF taxonomy can provide a basis and support for human behavior modeling and simulation under the STC context. Integrating PSFs into a behavior simulation model provides a more realistic and integrated assessment of human error by manifesting the influence of each PSFs on the cognitive processes. The simulation results can suggest concrete points for the improvement of STC safety management.
Originality/value
This paper develops a taxonomy of PSFs that addresses the various unique influences of the STC context on human behaviors. The harsh underground working conditions and diverse resources of system information are identified as key characteristics of the STC context. Furthermore, the PSF taxonomy can be integrated into a human cognitive behavior model to predict the worker’s behavior on STC site in future work.
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Stefan Prigge and Katharina J. Mengers
This chapter presents the current research status of family constitutions from an economics perspective. It locates the family constitution as part of the family and business…
Abstract
This chapter presents the current research status of family constitutions from an economics perspective. It locates the family constitution as part of the family and business governance structure of a family firm and the owner family. The typical structure and content of a family constitution are introduced. The chapter focuses on the status of research about family constitutions and provides a structured map for future research. With regard to extant research, it must be stated that the stock of literature is small. The contributions to literature are categorized in surveys; conceptual contributions; survey data; small sample, qualitative, empirical studies; and big sample, quantitative, empirical studies. The latter group includes three studies with a separate family constitution variable. This small number symbolizes that the family constitution still is an under-researched area. Therefore, family constitution research is far away from being able to answer central questions of advice-seeking owner families like, for example, whether a family constitution affects family performance, firm performance, or both; or whether the development process of a family constitutions disposes of an effect on family or firm performance separately from the hypothesized effect of the family constitution document.
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The paper attempts to answer the question as to the determinants of the typical size configuration of firms in Central Europe's hospitality industry. In discussing the…
Abstract
The paper attempts to answer the question as to the determinants of the typical size configuration of firms in Central Europe's hospitality industry. In discussing the historically fragmented character of hospitality and tourism and the associated conduct and performance characters of this industry, the paper presents different possible growth scenarios and/or possibilities for the hotel accommodation sector including internationalisation. In the concluding section of the paper the consequences of the twin forces ofglobalisation and heightened competition and a quickened pace of technological change are analyzed with respect to the industry's pattern of growth and development.
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The purpose of this paper is to take a new look at an old idea: since McGregor’s work in the 1960s, it is common knowledge that managers’ implicit theories about their followers…
Abstract
Purpose
The purpose of this paper is to take a new look at an old idea: since McGregor’s work in the 1960s, it is common knowledge that managers’ implicit theories about their followers can have self-fulfilling consequences. Surprisingly, McGregor’s work has largely remained within the bounds of employee motivation and has not met with a wide response in related fields such as service management. Assuming that managers do not only hold implicit theories of their followers but also of their customers (i.e. implicit customer theories), this paper transfers McGregor’s Theory X and Theory Y to the service context. It further derives a framework of possible consistencies and inconsistencies between management styles and service strategies, depending on implicit managerial theories about the average employee and customer.
Design/methodology/approach
This conceptual paper integrates a management classic, current empirical findings, and media reports into a new line of thought.
Findings
This paper develops and undergirds the thesis that it is conducive to the development of trustful and productive relationships both with customers and followers if managers proceed from confident assumptions about them, thereby activating virtuous circles instead of vicious cycles.
Originality/value
This paper links concepts from the organizational domain to the service domain. It implies a normative component in arguing for the productive potential of positive and the destructive potential of negative assumptions about both followers and customers. The value of this idea lies in the potential for positive relational dynamics and better customer and workplace relationships.
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Nadine Hennigs, Klaus-Peter Wiedmann, Christiane Klarmann and Stefan Behrens
In an attempt to satisfy the rising demand for luxury in the era of the “democratisation of luxury” or the “luxurification of society” without threatening the uniqueness and…
Abstract
Purpose
In an attempt to satisfy the rising demand for luxury in the era of the “democratisation of luxury” or the “luxurification of society” without threatening the uniqueness and exclusivity of luxury brands, a profound understanding of the luxury concept and its deeper values is essential. As the complexity of luxury value and the assessment of effects on individual luxury value perception and related behavioral outcomes are still poorly understood and widely unexplored, the purpose of this paper is to fill this research gap.
Design/methodology/approach
In the exploratory study context of examining the antecedents and outcomes of individual luxury value perception, PLS path modeling was used for the empirical tests of the hypotheses.
Findings
The results support the assumption that the desire for luxury brands involves several dimensions of luxury value including financial, functional, individual and social consumer perceptions. Besides, the individual luxury value perception is significantly related to the consumption of luxury goods in terms of purchase intention, recommendation behavior and the willingness to pay a premium price.
Originality/value
The incremental value of the present study is to present and empirically verify a concept that embraces the complexity of luxury value and its causal effects on different aspects of luxury consumption. The results have important implications for luxury brand management and future research in the domain of luxury goods. By addressing the specific value aspects that are highly relevant for consumer loyalty to the brand, a luxury company can stimulate purchase behavior with appropriate marketing campaigns that create and preserve the most important value aspects throughout the supply chain from production to distribution.
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Minh Thi Thuy Nguyen, Agnes Emberger-Klein and Klaus Menrad
Personalized price promotion (PPP) is a marketing instrument that addresses the limitations of untargeted promotions by tailoring the offers to individual customers based on their…
Abstract
Purpose
Personalized price promotion (PPP) is a marketing instrument that addresses the limitations of untargeted promotions by tailoring the offers to individual customers based on their purchase histories. Current evidence on PPP is limited to its immediate effects on buying behaviors at grocery stores and food companies' economic benefits. Moreover, little is known about the role of consumer characteristics in determining how effectively this promotional tool works. Hence, we aim to assess the effectiveness of PPP in promoting healthy fast food and which consumer-specific factors affect its performance.
Design/methodology/approach
The authors conduct a laboratory experiment to examine the effects of personalized and non-personalized coupons for lower-calorie fast food menus on food and calorie selection. The coupon personalization is based on participants' menu choices, calorie needs and deal proneness. The authors additionally investigate how post-intervention changes are influenced by consumers' estimation of their selected calories, and their attitudes toward nutrition.
Findings
Recipients of personalized incentives are more likely than participants in the control group to redeem the offered coupons, select more healthy items and reduce their selected calories. Such changes are less likely among participants underestimating the calorie content of their menu choices and perceiving higher barriers to healthy eating. Personalized coupons perform better even among subjects receiving lower discounting levels than the control treatment.
Originality/value
As the first to evaluate the effectiveness of PPP in encouraging healthy food choices, this study highlights the potential of this cutting-edge price intervention and provides valuable implications for future research.
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Jan Hendrik Blümel, Mohamed Zaki and Thomas Bohné
Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer…
Abstract
Purpose
Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer service agents and conversational artificial intelligence (AI) applications can provide a personal touch and improve the customer experience in customer service. The authors offer a conceptual framework delineating how text-based customer service communication should be designed to increase relational personalization.
Design/methodology/approach
This paper presents a systematic literature review on conversation styles of conversational AI and integrates the extant research to inform the development of the proposed conceptual framework. Using social information processing theory as a theoretical lens, the authors extend the concept of relational personalization for text-based customer service communication.
Findings
The conceptual framework identifies conversation styles, whose degree of expression needs to be personalized to provide a personal touch and improve the customer experience in service. The personalization of these conversation styles depends on available psychological and individual customer knowledge, contextual factors such as the interaction and service type, as well as the freedom of communication the conversational AI or customer service agent has.
Originality/value
The article is the first to conduct a systematic literature review on conversation styles of conversational AI in customer service and to conceptualize critical elements of text-based customer service communication required to provide a personal touch with conversational AI. Furthermore, the authors provide managerial implications to advance customer service conversations with three types of conversational AI applications used in collaboration with customer service agents, namely conversational analytics, conversational coaching and chatbots.