Task‐Relationship‐Self: A Framework for Understanding Service Encounter Behaviors

Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual‐perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. This paper describes a three‐tier framework of service encounter behavior that was developed by applying grounded theory principles to interviews with customers, service employees, and other stakeholders. These informants described many ways in which they behave when executing service exchanges, dealing with service difficulties, and managing themselves in the process. Using an iterative inductive approach, a conceptual framework was developed in which specific (Tier 1) behaviors were placed within broader (Tier 2) categories, and these lower classification levels were, in turn, interpreted within a conceptual space defined by the (Tier 3) dimensions of task, relationship, and self. This framework was then elaborated and refined by reference to the psychology and marketing literature, a set of 157 audio‐recorded service interactions, and an expert panel study. The paper includes comparisons between the framework and those previously proposed, propositions regarding service encounter processes and outcomes, and implications for future research and practice.     

A cost-minimization approach to the international transfer of HRM/IR practices: Anglo-Saxon multinationals in the Federal Republic of Germany

The existence of host-country and country-of-origin effects is analysed by using the concept of fiscal federalism as a theoretical analogy. It is argued that multinationals try to minimize the costs of centralization and decentralization associated with cross-national personnel policy. The higher the costs of decentralization, the more likely is the existence of country-of-origin effects. The opposite holds true for increasing costs of centralization. This is tested empirically by comparing the human resource management and industrial relations (HRM/IR) practices of US and British subsidiaries operating in Germany with those of native German firms. Based on 297 valid cases, it is shown that the existence of decentralization costs is associated with country-of-origin effects in various areas of personnel management, such as the use of variable compensation, employee ownership and initial vocational training. In contrast, in the field of industrial relations (co-determination, compliance with collective bargaining), there are strong pressures to adapt to local norms, leading to host-country effects. These results indicate that a rationalistic cost-minimization approach is well suited to explaining the patterns of host- and home-country effects in regard to the HRM/IR practices of multinational enterprises.     

Wenn Marketing-Karrieren an den eigenen Weltbildern und Wissenschaftsmodellen Scheitern

Mit „Karriere“ wird gemeinhin die berufliche Laufbahn eines Menschen bezeichnet. Im nachfolgenden Aufsatz soll der Begriffshorizont erweitert und der Zusammenhang zwischen den Manager-Karrieren und den „Karrieren“ ihrer (Marketing)-Modellvor-stellungen dargestellt werden. Im Zentrum steht die Frage, ob einige g?ngige wirtschaftswissenschaftliche Grundmodelle noch zukunftstauglich sind — insbesondere im Blick auf die F?rderung und Realisierung eines ganzheitlich-nachhaltigen MarketingManagements.     

Journalistik und Kommunikationswissenschaft Hauptfach an der Universität Hamburg

Ohne Zusammenfassung     

Financial innovation and international debt problems

Finaciial innovations are viewed almost universally as a new dimension in international debt management. The following article analyses the direct and indirect effects of using various types of new financial instrument to ease the debt burden. It considers the question whether new forms of international debt management might increase the effectiveness of debt relief programmes and examines specifically whether financial innovations such as debt-equit sswaps, debt-bond swaps and similar arrangements at the level of intergovernmental debtor-creditor relations can help overcome international debt problems.     

Optimal pest control in greenhouse production of ornamental crops

In this study, we develop a conceptual bioeconomic model of floriculture production with aesthetic benefits, wherein optimal decision rules depend on an intertemporal economic objective to maximize profits subject to economic and biological processes. Necessary conditions of the model identify optimal trajectories (e.g., simultaneous, single, or cycling controls) that define decision rules and economic thresholds for profit maximizing growers producing crops with aesthetic attributes. The necessary conditions also highlight intertemporal trade‐offs between aesthetic benefits and expected future net benefits of arthropod stocks, which have important policy implications. The model is applied to the greenhouse production system of ivy geranium.     

Ökonomische Bewertung des Repowering von Onshore-Windenergieanlagen in Deutschland

Wind power takes a leading role among the renewable energy sources. Whereas in offshore wind power utilization large technical challenges still need to be tackled for commercial exploitation, the replacement of obsolete plants (repowering) in the onshore sector provides an interesting alternative. This paper first provides an overview of the technical, legal and social development concerning wind power utilization in general, and repowering in particular, in Germany. In a next step, by means of model-based analysis, the technical potential for wind power by means of repowering is determined. The theoretical potential is valuated against social aspects. Due to the large heterogeneity of candidate sites for repowering, general potential studies are not suitable for concrete investment decisions. Instead, a detailed economic feasibility study is required. In our study, we performed scenario analysis, also taking into account the repowering-specific risks. The parameter values varied are those for the quality of the site, the size of the wind park, and the age of the wind turbines to be replaced. Finally, we discuss the results and provide an outlook on the development of repowering in light of the novelized EEG. We find that, until now, the repowering potential could not be fully exploited. An intensified realization of repowering projects in the coming years can be expected, due to the technical potential, simplifications in the commissioning process, rising acceptance on the side of the communities due to changes in the tax legislation and, above all, thanks to the incentives for almost all onshore wind parks.