Einzelbesprechungen

Ohne Zusammenfassung     

Surprendre positivement les clients : une tactique en marketing relationnel pour développer un avantage concurrentiel dans le secteur des services financiers

The turbulent environment in which financial institutions evolve motivates strategic thinking aimed at competitive advantage. Drawing from the literature on relationship marketing, one potentially successful strategy at the level of front line service is for financial advisors to behave in a pleasantly surprising way toward their clients (e.g., acknowledging a family member's birthday; covering a parking expense; giving tickets to an entertainment venue). We examine both antecedents and consequences of clients' perceptions of their advisors behaving in a pleasantly surprising way toward them. Antecedents included advisors' customer orientation, knowledge of client, and sense of humour. Consequences included clients' trust, satisfaction, purchase intentions, and word‐of‐mouth intentions. Several strategic recommendations and research avenues following from these findings are offered. Copyright © 2008 ASAC. Published by John Wiley & Sons, Ltd.     

Die Interne Rendite der Gesetzlichen Pflegeversicherung

Presuming an ageing population, every introduction of a pay-as-you-go scheme causes intergenerational redistribution in favour of the first generations and to the burden of young and future generations. Using the concept of internal rates of return we want to examine the extent to which the first generations drew an introductory benefit from the implementation of the German statutory long-term care insurance as an unfunded system. Furthermore, a comparison between the internal rates of return will show firstly to what extent different generations are burdened by having to redeem the implicit debt, and secondly which generations are involved in paying back the introductory gain.     

Do consumers act in a sustainable way using their refrigerator? The influence of consumer real life behaviour on the energy consumption of cooling appliances

Over recent decades, energy savings and resource conservation have become increasingly important issues for debate, and this includes the residential sector. Since the introduction of the European Energy Label, the energy consumption of appliances has decreased drastically. Additionally, a number of guidelines have been published to assist the consumer in adopting more energy‐saving behaviours. Refrigerators and freezers in particular are covered by these recommendations because they are large energy consumers in domestic households. In order to understand the influence of consumers' real life circumstances and their behaviour in relation to the energy consumption of refrigerators, a web‐based survey was carried out. A total of 1011 participants in four European countries completed a questionnaire to allow the researchers to gain information about refrigerator characteristics and consumer behaviour in relation to refrigerator use. As well as demographic and socio‐economic characteristics of the participants, data were collected on refrigerator configuration and specification, ambient conditions (ambient temperature, position near any heat sources), and consumer behaviours such as shopping frequency, loading of the refrigerator, door opening and food consumption. The study has shown that recommendations on energy efficient usage are not always observed. A major finding of the present study is that for 25% of refrigerators, correct operation is not ensured as these appliances are operated outside the temperature ranges specified according to their climatic classes. This suggests a lack of consumer information on this topic. Consequently, guidelines and recommendations will have to be revised and their dissemination to be improved in order to ensure the sustainable and safe use of domestic refrigerators.     

Emotions as Strategic Game in a Hostile Workplace: An Exemplar Case

This exemplar case study demonstrates that, under some circumstances, staff may be encouraged by a hostile workplace to use their feelings in order to survive. This case study was undertaken as part of a larger phenomenological study of emotions in organisational life. This particular case was chosen as it depicts the story of emotions being used as strategic tools of defence against a vindictive, aggressive and hostile work place. The increase in abusive organisations has been noted in the literature: this was one person's protective response to it. The strategic gamesmanship used to positive effect included the hiding of emotions, emotional acting and the deliberate expression of emotions. Unfortunately, negative outcomes were also reported.     

Empirical constitutional economics: Onward and upward?

Empirical constitutional economics has made a huge leap forward over the last decade. Interesting insights into the effects of constitutions have been discovered. Rather than summarizing the state of the art, this paper identifies some of the current shortcomings and proposes a number of extensions. It calls for recognizing additional constitutional institutions as explanatory variables, as well as the incorporation of additional dependent variables. Its major emphasis is, however, on calling for the next logical step in this field, namely to endogenize constitutions.     

Social Justice in Comparative Political Economy: Lessons from Habermas and the Contemporary German Case

This article critiques recent operationalisations of social justice theories in empirical research in comparative political economy from an epistemological entry point. It offers an alternative epistemic framework based on Habermas’s system and lifeworld distinction to reconcile normative theory with empirical research before developing a critical theory of social justice based on two principles: Nancy Fraser’s parity of participation and Hauke Brunkhorst’s notion that functional differentiation in systems cannot generate asymmetric moral standards. These principles are then operationalised for regimes of welfare capitalism before exploring the contemporary German labour market in these terms, drawing on original qualitative research. It demonstrates that parity of participation cannot be achieved when the moral duty to participate is asymmetrically applied. It concludes capitalism is inherently unjust in any variety due to the inequality of wealth and free movement of capital reinforcing the inequality of moral expectations characterising the lived experience of welfare-mediated labour markets. Therefore, accepting this inherent injustice and whether institutions of the welfare state exacerbate or mitigate it should be the central focus of future research on social justice in comparative political economy.