M Business Administration and Business Economics; Marketing; Accounting
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This cumulative dissertation contributes to the research stream Future of Work and focuses on alternative workplace arrangements, especially when employees rely on information and communication technologies to communicate virtual feedback. More specifically, this dissertation addresses (1) the various conceptualizations and terminologies which researchers use for analyzing alternative work arrangements since the 1970s, (2) the multidimensional nature of virtual feedback, its effects on an individual and team level as well as the underlying cognitive processes when receiving virtual feedback, and (3) the effect of feedback on performance improvement when teams receive in-person or virtual feedback. This results in the following three manuscripts:
Manuscript 1: Schäfer, B., Koloch, L., Storai, D., Gunkel, M., & Kraus, S. (2023). Alternative workplace arrangements: Tearing down the walls of a conceptual labyrinth. Journal of Innovation & Knowledge, Vol. 8, 100352.
Manuscript 2: Koloch, L., Goldmann, P., Schäfer, B., & Ringlstetter, M. (2023). Feedbacking research on virtual feedback: A literature review.
Manuscript 3: Koloch, L. (2023). Is virtual feedback less effective than in-person feedback for improving team performance? An experimental study.
The objective of this cumulative dissertation is to mitigate cognitive bias in human expert judgments intending to increase accuracy of judgments. The latter is important as it is known to be essential for business success. The approach for this purpose is to combine the strengths of humans and machines by giving the expert feedback generated by a statistical model (the machine) based on previous errors of the expert. Based on this concept of collaborative intelligence, a Decision Support System (DSS) is developed and tested in several experiments. The cumulative dissertation consists of three articles. Article 1 and Article 2 investigate different aspects of the DSS and Article 3 merges and supports the statements thereof. Article 1 considers the impact of personal error pattern feedback on further point estimates. The error feedback is based on personal prior judgments originating from different categories, assuming that experts selectively apply the feedback and are able to reduce bias and error. Thereby it is examined, how the feedback is used to change the direction of error and to reduce bias and error. This is investigated in general disregarding categories as well as selectively regarding difference between categories. Article 1 also covers the comparison between human corrected bias and machine auto-corrected bias. Article 2 deals with experiments with the same DSS, but focusing on certainty (confidence) interval estimation and decreasing overprecision (overconfidence) and over- and underestimation biases. Here, the DSS requires users to indicate a 90% certainty interval as an answer to estimation questions. It is investigated how feedback based on own error patterns can help to reduce overprecision by broadening certainty intervals. Moreover, aiming to mitigate over- and underestimation biases, shifts of the intervals are examined. Article 3 supports the statements of Article 1 and 2 by taking into account additional experiments with a larger sample size with the same categories as well as new categories to make the results more robust and generally valid. Article 3 also includes a further analysis regarding the comparison between human corrected bias and machine auto-corrected bias.
Unveiling the digital mindset: theoretical foundations, conceptualization and scale development
(2024)
This cumulative dissertation examines an individual’s digital mindset including its theoretical foundations. While the construct receives growing attention from academics and practitioners, research is still in its infancy with limited and heterogeneous conceptualizations.
The first manuscript conducts a systematic literature review on mindset definitions and conceptualizations prevalent in the management and business literature, contributing to the clarity of the mindset construct.
The second manuscript follows a multi-grounded theory approach to systematically define and conceptualize an individual’s digital mindset, posing an essential competency in the context of digital transformation.
The third manuscript builds on this definition and develops and validates a scale (DIMI-scale) to measure the construct throughout five phases.
Sustainable food supply
(2024)
The present cumulative dissertation was written from 2020-2023 at the Professorship of Christian Social Ethics and Social Policy at the Business Faculty of the Catholic University of Eichstätt-Ingolstadt. All papers in this dissertation represent independent contributions to scientific journals in the fields of Sustainable Consumption, Sustainable Food, and Sustainable Consumer Behavior. They examine consumer behavior regarding sustainable food by analyzing various factors that influence consumers’ decision-making.
Paper I: Winterstein, J., & Habisch, A. (2021). Organic and local food consumption: A matter of age? Empirical evidence from the German market. ABAC Journal1, 41(1), 26-42.
Paper II: Winterstein, J. (2022). Nudging and Boosting towards Sustainable Food Choices–A Systematic Literature Review of Cognitively Oriented Measures. Products for Conscious Consumers: Developing, Marketing and Selling Ethical Products1, 113-132. https://doi.org/10.1108/978-1-80262-837-120221014
Paper III: Winterstein, J., Frank, F., & Habisch, A. (2024) Desire for exploration beats price: Empirical study on customer motives for using digital monetary food sharing platforms. International Journal of Innovation and Sustainable Development1,2. DOI: 10.1504/IJISD.2023.10055067
Paper IV: Winterstein, J., Zhu, B., & Habisch, A. (2024). How personal and social-focused values shape the purchase intention for organic food: Cross-country comparison between Thailand and Germany. Journal of Cleaner Production1,3, 434, 140313. https://doi.org/10.1016/j.jclepro.2023.140313
This cumulative dissertation investigates the newly emerged phenomenon of customer success management (CSM). CSM has received a significant amount of attention from academics and practitioners alike. However, the body of academic literature is still in its infancy, especially when comparing CSM’s relevance to the field of relationship marketing.
Manuscript 1: Zakrzewski, K., Krause, V., Pfaff, C. & Seidenstricker, S. (2023). Is customer success management a new relationship marketing practice? A review, definition, and future research agenda based on practice theory.
Manuscript 2: Zakrzewski, K., Krause, V., Eberl, D. & Rangarajan, D. (2023). Dynamic & proactive segmentation of post-sale customer relationships in B2B subscription settings: The customer health score.
Manuscript 3: Zakrzewski, K. (2023). Customer success management - closing a capability gap in the customer-focused structure toward customer centricity in B2B service contexts.
The first manuscript adopts a new approach to the investigation of CSM, providing a practice-based definition that distinguishes CSM from other relationship marketing constructs. By utilizing the 3 Ps framework of practice theory (praxis, practices, and practitioners), the definition of CSM as a strategic function was refined. In addition, the second manuscript utilized praxis to develop the customer health score, which can be used as an indicator for the dynamic and proactive segmentation of customers. The third manuscript builds on this functional definition to show how CSM’s organizational embeddedness can help overcome barriers to customer centricity by enabling adaptive organizational capability.
Die kumulative Dissertation „The Effectiveness of Segment Disclosures under the Management Approach: Empirical Evidence from Europe” untersucht die Determinanten und ökonomischen Auswirkungen von Segmentberichtsangaben, welche nach International Financial Reporting Standard (IFRS) 8 aufgestellt wurden. Die Dissertation erweitert die bestehende Literatur zur Wirksamkeit des IFRS 8 in Europa und besteht dabei aus drei Beiträgen.
Der erste Beitrag untersucht den Einfluss von Kultur als Determinante für die Quantität und Qualität der Segmentberichtsangaben europäischer Unternehmen. Im Rahmen der empirischen Analyse werden darüber hinaus die ökonomischen Auswirkungen der kulturinduzierten Veröffentlichungsmuster nachgewiesen.
Der zweite Beitrag beantwortet die Forschungsfrage welche Auswirkungen Non-IFRS Segmentdaten auf die Prognosegenauigkeit von Finanzanalysten haben. In der empirischen Analyse wird dieser Wirkungszusammenhang zudem für spezielle Abweichungen von IFRS Rechnungslegungsgrundsätzen untersucht.
Der dritte Beitrag stellt Änderungsvorschläge an IFRS 8 seitens des internationalen Standardsetters vor und untersucht deren potenzielle Auswirkungen aus Perspektive der Jahresabschlussersteller.
This cumulative dissertation aims to provide novel and holistic ideas on how companies can solve different challenges in the implementation of responsible business conduct (RBC).
The dissertation entails three individual scientific papers:
1. Baier, C., Göttsche, M., Hellmann, A., and Schiemann, F. (2021), “Too good to be true: Influencing credibility perceptions with signaling reference explicitness and assurance depth”, published online in the Journal of Business Ethics (VHB-JQ3: B), doi: 10.1007/s10551-020-04719-7.
2. Baier, C., Beckmann, M., and Heidingsfelder, J. (2020), “Hidden allies for value chain responsibility? A system theory perspective on aligning sustainable supply chain management and trade compliance”, published in the International Journal of Physical Distribution & Logistics Management (VHB-JQ3: B), Vol. 50 No. 4, pp. 439-456, doi: 10.1108/IJPDLM-02-2019-0037.
3. Baier, C. (2020), “Strengere Sorgfaltspflichten für verantwortungsvolle Lieferketten?”, published in DER BETRIEB (VHB-JQ3: D), Vol. 35, pp. 1801-1805.
The three papers of this dissertation concentrate on specific facets of RBC and aim to find new insights and solutions for different challenges in the implementation of RBC. The first paper investigates ethical sustainability reporting and assurance practices. The second paper emphasizes that corporations are responsible to manage both the upstream and downstream sustainability impacts on the value chain and thus concentrates on the RBC aspect of value chain responsibility. The third paper focuses on the concept of supply chain due diligence to identify, prevent, mitigate, and account for adverse human rights and environmental impacts as an elementary part of RBC.
This dissertation consists of three articles that point out new perspectives on customer experience in service recovery, and that enrich the current state of research through considerable efforts to better understand customer responses to service failure and recovery:
1. Hogreve, J., Bilstein, N., & Mandl, L. (2017). Unveiling the recovery time zone of tolerance: when time matters in service recovery. Journal of the Academy of Marketing Science, doi: 10.1007/s11747-017-0544-7, 1-18.
2. Mandl, L. (2017). Customer conflict styles in service recovery: an empirical analysis. In Buettgen, M. (Ed.), Beiträge zur Dienstleistungsforschung 2016 (pp. 97-113). Wiesbaden: Springer.
3. Mandl, L., & Hogreve, J. (2017). The buffering effect of brand community identification in service failure episodes: the role of customer citizenship behaviors. Paper currently under review at the Journal of Business Research.
The first article takes a new perspective on recovery time and compensation, which service research commonly describes and investigates as two independent service recovery strategies. In contrast, this article discovers and specifies a direct link between recovery time and customers’ compensation expectations about service failures.
The second article presents a new perspective on measuring customer responses to inadequate service recovery. Based on conflict theory, this study conceptually develops and empirically tests a model that examines a broad range of different customer responses to service recovery instead of solely measuring customers’ satisfaction with service recovery.
The third article provides a new perspective on the role of close relationships in service recovery. Whereas most research focuses on the impact of strong customer-firm relationships on customer responses to service recovery, this is the first empirical study to investigate the role of strong relationships in a service recovery and brand community context.
The essays of the cumulative dissertation are concerned with the topic of retail shelf-space optimization.
Increasing product proliferation as well as decreasing space productivity force retailers to efficiently use the limited retail shelf space and assign the right shelf quantities to products they offer to customers. Optimization models support retailers with these decisions.
The first essay analyzes how demand volatility can be integrated into shelf-space optimization models. The developed optimization model furthermore accounts for space- and cross-space elasticities as well as vertical shelf positions. A specialized heuristic solves the model efficiently and returns near-optimal results. The second essay builds on the optimization model developed in the first essay and conducts extensive numerical analyses to examine the impact of cross-space elasticities on optimal shelf quantities. The essay shows that cross-space elasticities have a negligible impact on space decisions. Therefore, the complex measurement as well as the development of corresponding optimization models are of minor relevance for future research.
The third and fifth essay extend the optimization model from the first essay by integrating adjacent decision problems. The third essay accounts for the assortment decision, i.e., supports retailers in selecting the products to offer. Apart from space elasticities, the model accounts for substitution behavior in case items are unavailable and shows that both demand effects reinforce each other, which is why they should be accounted for simultaneously. The fifth essay shows how retails can furthermore guarantee the efficient replenishment of shelves and examines the impact of the availability of a backroom on optimal shelf quantities.
The fourth essay improves the algorithm developed for the optimization model from the third essay. The improved heuristic yields higher retail profits in shorter runtime.
Corporate Volunteering wird als Oberbegriff für vielfältige Arten betrieblicher Freiwilligenarbeit verwendet. Besondere Aufmerksamkeit in Wissenschaft und Praxis haben dabei jüngst Formate gefunden, die in besonderem Maße die Kompetenzen der beteiligten Mitarbeiter nutzen (Corporate Skills-Based Volunteering), werden ihnen doch ein besonders hoher gesellschaftlicher Nutzen (Social Case) bei einem gleichzeitig hohen Wertschöpfungsbeitrag für das Unternehmen (Business Case) zugeschrieben.
Vor dem Hintergrund der vielfältigen neuen Herausforderungen im Personalmanagement, vor allem im Management und Leadership Development sowie in der Mitarbeitermotivation, stellt die vorliegende Arbeit kompetenzbasiertes Corporate Volunteering für Führungskräfte als eine innovative Maßnahme zur Erweiterung des aktuellen Personalmanagement-Portfolios vor. Anhand von Beispielen des Einsatzes einschlägiger Programme durch international tätige Großunternehmen (beispielsweise „Corporate Service Corps“ von IBM, „The Ulysses Experience“ von PricewaterhouseCoopers oder „Global Health Fellows“ von Pfizer) wird aufgezeigt, dass die teilnehmenden Führungskräfte im Rahmen des Programms ihre Fähigkeiten und Fertigkeiten außerhalb ihrer Kerntätigkeit in der Kooperation mit dem Nonprofit- oder dem öffentlichen Sektor unter Beweis stellen und damit unter gewissen Voraussetzungen ausbauen können. Der Mangel an empirisch fundierten Erkenntnissen zu derartigen kompetenzbasierten Formaten erschwert momentan deren breite unternehmensstrategische Nutzung. Ziel der Arbeit ist es deshalb, Effekte und Erfolgsfaktoren von kompetenzbasierten Corporate Volunteering-Formaten zu identifizieren. Dafür wurde ein qualitativ-exploratives Vorgehen nach Grounded Theory gewählt und das Corporate Skills-Based Volunteering für Führungskräfte beispielhaft anhand einer longitudinalen und multidimensionalen Studie am Programm „Partners in Leadership“ erforscht. Entstanden ist mit der technischen Unterstützung durch die QDA-Software „MAXQDA“ eine detaillierte Darstellung und Analyse der betrieblichen Nutzeneffekte und Erfolgsfaktoren, die Hinweise auf die Eigenheiten anderer, vergleichbarer Programme und Formate geben kann sowie Annahmen bereitstellt, die in weiterführenden, deskriptiven und hypothesenprüfenden Studien näher beschrieben und validiert werden sollten. Die vorliegende Arbeit leistet somit einen Beitrag zur Konzeption und Evaluation neuer und innovativer Formen und Methoden der Führungskräfteentwicklung, welche die Leistungsträger des Unternehmens für die Herausforderungen des Führens in einer zunehmend komplexen Welt stärken können.
