330 Wirtschaft
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Abstract
Even though researchers are increasingly acknowledging the dark side of customer participation (i.e., behavioral customer engagement), particularly in professional services with high cognitive demands that cause customer participation stress (i.e., negative psychological state resulting from the customer's overextension by required customer participation efforts), insights on how firms can effectively mitigate customer participation stress remains limited. Building on transactional stress theory, we investigate whether customers can effectively cope with the expected cognitive demands of professional services. Moreover, by introducing an adapted coping construct (i.e., coping support), we examine whether employees can provide coping support to help decrease customer participation stress. The findings of a time‐lagged field study with customers of a large German bank (N = 117) suggest that customer coping before the encounter cannot mitigate the effect of anticipated cognitive demands on customer participation stress. Instead, the results of both the field study and a follow‐up experimental study (N = 218) show that a certain set of employee coping support during service encounters is crucial. While focusing on action coping support is not ideal in situations with high cognitive demands, firms should advise their professional service employees to offer emotional coping support to attenuate the unfavorable effect of cognitive demands on customer participation stress.
Während des Kurzvortrags wird auf rückversicherungsrelevante Aspekte von Ökosystemen im Bereich Automotive und Mobility eingegangen. Hierzu werden insbesondere folgende Aspekte betrachtet: Die Definition und Beschreibung der Rollen innerhalb eines Ökosystems unter besonderer Berücksichtigung der Rolle von Versicherungsunternehmen; Status und mögliche Treiber von sich verändernden Ökosystemen im Bereich
Automotive und Mobility; Möglichkeiten der strategischen Positionierung für Rückversicherungsunternehmen.
We examine the impact of the existence on an explicit deposit insurance (DI) scheme and its design features on bilateral cross‐border deposits (CBD) in a gravity model setting. We find that both the absolute quality of a country's DI and its relative quality vis‐à‐vis other countries' DI generally affect depositor behavior. However, during systemic banking crises, cross‐border depositors primarily seek countries with the best DI schemes. Similarly, during the 2008–2009 great financial crisis, the emergency actions taken by the governments, which supply and maintain these safe havens, have led to substantial relocations of CBD. (JEL F34, G18)
The increasing public awareness of business related impacts on environmental and social well-being, be it positive or negative, are nowadays key drivers of corporate success. Internal and external business environments exert pressure and force transparency as well as responsible action in terms of resolving environmental and social impacts. In line with this, Porter and Kramer regard business behaviour that addresses societal needs and challenges, as the “new way to achieve economic success”.
However, whereas some companies “remain trapped in an out-dated approach to value creation” and restrict their CSR commitment to the compliance with governmental regulation, others proactively address stakeholder needs. By addressing these needs, companies can benefit from grasping the opportunity of enhanced cost efficiency and lowered risk or gaining competitive advantages through establishing unique value propositions, in a way that meets stakeholder demands. Apart from that, CSR performance can be seen as powerful tool to successfully influence stakeholder perceptions in terms of reputation, and thus an exceptional source of value creation. In addition to this, organisations can profit from win-win-win situations related to syncretic value creation by means of partnering with stakeholders. This, however, implies expanding the focus of cost- and risk-reduction towards increasing competitiveness through creating mutual benefits for environment, society and the economy alike.
Although a growing number of companies have recognised the advantages coming along with Corporate Social Responsibility engagement, the accompanying efforts have not been sufficiently mature yet. Due to the fact that many organizations apply a rather narrow and out-dated approach to value creation, they fail to achieve a balance between environmental, social and economic objectives. This, in turn, implies a restriction in their ability to exploit the full value creation potential that is related to CSR engagement. But even organisations applying a broader perspective of value creation, struggle to internalise the opportunities. This is mainly due the challenge of balancing and integrating economic and non-economic criteria. At the same time, organizations are facing the challenge of getting support from senior management and staff. Thus, in order to profit from adopting a ‘broad perspective’, firms must build a deep understanding of the benefits resulting from mutual value creation. However, the main challenge remains the systematic and strategy related integration of Corporate Social Responsibility strategies into core business processes. In respect to this, organizations have to take into account that “social and environment performance are almost certainly unique to each organization”. Thus, value creation in terms of CSR has to be understood as a highly complex set of cause-an-effect relationships among mediating variables and situational contingencies, which is too specific to rely on poorly structured and generic approaches.
In brief, organisations seem to struggle establishing an understanding that does not consider environmental, social and economic benefits as mutually exclusive. Notwithstanding, that such an understanding is established the complexity of factors influencing Corporate Social Responsibility impedes to balance between economic and non-economic criteria. Furthermore, organisations have difficulties to strategically integrate, manage and measure environmental and social performance drivers as well as outcome measures.
The 10th Annual Meeting of the Sponsoring Group Reinsurance was held 7 July 2017, in Niederkassel
near Köln. Some 80 representatives of the (re)insurance companies involved in the Sponsoring Group took part in the meeting, together with invited guests. Offered for the third time as part of the Annual Meeting, the Researchers’ Corner gave nine members of academic staff at the Cologne Research Centre for Reinsurance an opportunity to deliver short presentations on their individual research projects. Professor Materne also conducted interviews with Messrs Lorenz Kielwein and
Frank Baumann. Kielwein reported on the application of mathematical systems theory to processes in change management, and Baumann on his 30 years of experience at Gothaer. During each of three sessions, three short lectures with posters were held in parallel and discussed afterwards. The heterogeneity of the topics presented by the staff members reflects the dovetailing
of research theory with practice.
In the sessions, the following speakers presented in German and English:
Round 1
a) Fabian Pütz (M.Sc.)
Alternative Capital and Basic Risk in the Standard Formula (Non-Life) of Solvency II
b) Manuel Dietmann (M.Sc.)
SFCR: Findings for Initial Publication
c) Jan Böggemann (B.Sc.)
Optimising the Purchase of Optional Reinsurance by an Industrial Insurer
Round 2
a) Robert Joniec (M.Sc.)
Actuarial swap
b) Lucas Kaiser (M.Sc.)
The Impact of Different Determinants on the Rating of Reinsurance Companies
c) Lihong Wang (M.Sc., FCII)
Chinese Automobile Vehicle Recall Insurance
Round 3
a) Sebastian Hoos (M.Sc., FCII)
Critical Analysis of the Practical Application of the Definition of an Event
b) Fabian Lassen (B.A.)
Employees in the Reinsurance Industry: Germany and the USA.
c) Kai-Olaf Knocks (M.A., FCII)
[Autonomous Driving: Evolution or Revolution?
The presentations also featured the work of another member of our staff who unfortunately, for
logistical reasons, was able to present his research project in poster form but was not able to deliver
a brief lecture.
Poster
d) Wolfgang Koch (B.A.)
Public-Private Partnership in Emerging and Developing Countries.
We would like to thank the funding bodies who make this event possible to begin with and provide our scholars an opportunity to conduct their research.
Entrepreneurship im Kontext der Hochschulausbildung gewinnt immer mehr an Bedeutung und muss nachdrücklich im Hochschulalltag adressiert werden, um eine zukunftsfähige, unternehmerische Hochschule Gestalt annehmen zu lassen. Die Einbindung aller Stakeholder in einen Prozess der Bildung von gemeinsamen, transparenten Netzwerken, Fokussierung von Interdisziplinarität und Vermittlung von unternehmerischer Handlungskompetenz sind Eckpfeiler, um die Vision einer unternehmerisch denkenden und handelnden Hochschule Wirklichkeit werden zu lassen. Aufbauend auf der empirischen Erhebung zu Entrepreneurship & Start-up-Kultur an der TH Köln, erfolgte im Wintersemester 2017/18 eine weiterführende Erhebung hinsichtlich der bereits selbstständig tätigen Studierenden der TH Köln. Ziel der Umfrage ist die Untersuchung der Gründungsarten der Studierenden sowie die Erhebung von Informationen zu Finanzierungsarten, Hürden, Gründungsklima und gezielte Unterstützungsmöglichkeiten durch die TH Köln, um die Start-up-Kultur an der TH Köln weiter zu stärken.
Entrepreneurship im Kontext der Hochschulausbildung gewinnt immer mehr an Bedeutung und muss nachdrücklich im Hochschulalltag adressiert werden, um eine zukunftsfähige, unternehmerische Hochschule Gestalt annehmen zu lassen. Die Einbindung aller Stakeholder in einen Prozess der Bildung von gemeinsamen, transparenten Netzwerken, Fokussierung von Interdisziplinarität und Vermittlung von unternehmerischer Handlungskompetenz sind Eckpfeiler, um die Vision einer unternehmerisch denkenden und handelnden Hochschule Wirklichkeit werden zu lassen. Aufbauend auf der empirischen Erhebung zu Entrepreneurship & Start-up-Kultur an der TH Köln, erfolgte im Wintersemester 2017/18 eine weiterführende Erhebung hinsichtlich der bereits selbstständig tätigen Studierenden der TH Köln. Ziel der Umfrage ist die Untersuchung der Gründungsarten der Studierenden sowie die Erhebung von Informationen zu Finanzierungsarten, Hürden, Gründungsklima und gezielte Unterstützungsmöglichkeiten durch die TH Köln, um die Start-up-Kultur an der TH Köln weiter zu stärken.
This market research paper has been prepared under the supervision of Prof. Dr. Wolfgang Veit of TH Köln and Prof. Dr. Carol Scovotti of University of Wisconsin-Whitewater in the course of the inter-university cross-border collaboration student research project “Export Opportunity Surveys (EOS)”. This study explores organic chickpeas export opportunities to the German and US markets.
Im Rahmen eines Forschungsaufenthaltes an der Universidad de Buenos Aires (UBA) wurde in Kooperation mit der Fakultät für Veterinärwissenschaften und dem Zentrum für Interdisziplinäre Wasserforschung (CETA) eine Befragung unter Studierenden und Mitarbeitenden (wissenschaftlichen und Verwaltungsmitarbeitern sowie Professoren) durchgeführt. Diese Befragung befasste sich inhaltlich mit Themen zur Einstellung argentinischer Konsumenten zu nachhaltigen und biologischen Lebensmitteln. Dabei spielte ebenfalls die Wahrnehmung dieser Lebensmittel anhand von Siegeln eine Rolle. Ferner wurden auch Fragen zum Bewusstsein für zertifizierte Produkte gestellt, das ein Präjudiz für ein spezifisches Einkaufsverhalten ist. Die in der Befragung genutzten Siegel erfreuen sich einer gewissen Beliebtheit, wobei sich die tatsächliche Wahrnehmung im Lebensmittelhandel davon unterscheidet und sich keine generelle Kaufbereitschaft der Konsumenten daraus ableiten lässt (siehe hierzu Terlau und Hirsch (2015) oder Padel und Foster (2005)). Interessant sind die Unterschiede zwischen männlichen und weiblichen Befragten in Bezug darauf, was ihnen bei ihren Lebensmitteln persönlich wichtig ist. Dies sind beispielsweise geschlechtsspezifische Ansichten zu Qualität und Frische beim Thema „Fleisch“. Die befragten Konsumenten sind sich hingegen weitgehend darüber einig, dass sie mit biologischen Lebensmitteln eine besondere Qualität verbinden und der Preis kein allgemeines Kaufhindernis darstellt. Dies gilt allerdings nur für Argentinien, während deutsche Konsumenten den Preis sehr wohl als kritischen Aspekt sehen. Verglichen mit dem Preisniveau für konventionelle Produkte ergibt sich jedoch für Konsumenten beider Länder eine ähnliche zusätzliche Zahlungsbereitschaft gegenüber einem konventionellen Produkt, sofern Lebensmittel ein entsprechendes Siegel tragen.