Kundenbindung von Noncomplainern: Neue Aspekte des Beschwerdemanagement

This paper provides a comprehensive assessment of customers who experience a service failure and do not voice their dissatisfaction to the provider (?non-complainer‘). This group of customers has been largely neglected by complaint research; although first studies indicate that only a small number of customers being dissatisfied voice their complaint to the firm. To address this issue, this research intends to 1) examine the impact of negative critical incidents on customer loyalty and 2) contribute to a better understanding of the role of customer recovery. Based on these analyses, 3) the relevance of complaint stimulation is derived. In doing so, management receives valuable information on how to deal with noncomplainers.     

Soziometrie im Coaching

Analyzing the own team and the social network of the organization are main sources for success of management in an organization. Therefore they are common themes in coaching. Analyzing and optimizing social systems are the main subjects of sociometry. So it bears a substantial an effective repertoire of methods which can efficiently enrich coaching methods and approaches. This article analyzes the impact and properties of sociometry and points out practical applications for coaching.     

An exact test for trend among binomial proportions based on a modified Baumgartner-Weiß-Schindler statistic

The Cochran-Armitage test is the most frequently used test for trend among binomial proportions. This test can be performed based on the asymptotic normality of its test statistic or based on an exact null distribution. As an alternative, a recently introduced modification of the Baumgartner-Weiß-Schindler statistic, a novel nonparametric statistic, can be used. Simulation results indicate that the exact test based on this modification is preferable to the Cochran-Armitage test. This exact test is less conservative and more powerful than the exact Cochran-Armitage test. The power comparison to the asymptotic Cochran-Armitage test does not show a clear winner, but the difference in power is usually small. The exact test based on the modification is recommended here because, in contrast to the asymptotic Cochran-Armitage test, it guarantees a type I error rate less than or equal to the significance level. Moreover, an exact test is often more appropriate than an asymptotic test because randomization rather than random sampling is the norm, for example in biomedical research. The methods are illustrated with an example data set.     

Die intra-individuelle Stabilität gesellschaftlicher Wertorientierungen

In empirical social research very little is known about the internal stability of social value orientations. The main reason for this is a shortage of long-time panel studies including usable value indicators. Beyond this background we analyse the German Socio-Economic Panel (SOEP) which enables us to examine the internal stability of Inglehart’s postmaterialism across a time span of at least twelve years. By using multi-level-models for panel data we can demonstrate the existence of cohort effects as well as life cycle effects among the two youngest birth cohorts and among respondents with higher education.     

Children of misfortune: early adversity and cumulative inequality in perceived life trajectories

Adversity early in life may alter pathways of aging, but what interpretive processes can soften the blow of early insults? Drawing from cumulative inequality theory, the authors analyze trajectories of life evaluations and then consider whether early adversity offsets favorable expectations for the future. Results reveal that early adversity contributes to more negative views of the past but rising expectations for the future. Early adversity also has enduring effects on life evaluations, offsetting the influence of buoyant expectations. The findings draw attention to the limits of human agency under the constraints of early adversity-a process described as biographical structuration.     

Equality,equity, or inequality duplication? How preschoolers distribute necessary and luxury resources between rich and poor others

The present study investigated preschoolers' multiple sociomoral considerations (equality, equity, and perpetuating inequality) in a third‐party context of social inequality. Using a resource allocation task involving one wealthy and one poor character, we examined how 3–5‐year‐old children (N = 100) allocated either necessary (must‐have) or luxury (nice‐to‐have) resources. In addition, preschoolers' emotions, reasoning, and judgments were assessed. Results indicated that preschoolers distributing more resources to wealthy than poor others displayed a decision‐making pattern distinct from preschoolers allocating equally or equitably and largely matched the numeric proportions of the inequality in their allocations. In addition, preschoolers were sensitive to the differential implications of necessary and luxury resources, thereby considering others' needs in their moral decisions. Emotions were related to reasoning, but did not mediate the relationship between judgment and behavior. These findings demonstrate novel aspects of preschoolers' multifaceted moral considerations in the context of resource inequality.     

Follower reactions to leader trust violations: A grounded theory of violation types,likelihood of recovery,and recovery process

This paper explores how trust is violated and restored in the leader–follower relationship by analyzing rich stories in everyday trust violation situations. The results suggest a dichotomy of how violations affect trust and its propensity for repair. Recoverable violations are common occurrences from which trust can be recovered, although repeated instances of this type can destroy trust beyond recovery. The process of recovery involves leaders first openly discussing the violation(s) and then providing plans to avoid future violations. Conversely, irrecoverable trust violations destroy trust to such a degree that it cannot be restored and followers withdraw from the relationship. The study advances our understanding of trust violations by showing that recoverable violations include violations based on integrity, competence, and benevolence. Additionally, the typology of trust violations in these unique relationships promotes further investigation.     

Burnout and Mental Health in Swiss Vocational Students: The Moderating Role of Physical Activity

Few studies have focused on burnout among vocational students. This study examined the association between burnout and mental health among 56 Swiss vocational students (29 males, 27 females, M = 18.1, SD = 1.2 years) and tested whether recommended levels of moderate‐to‐vigorous physical activity (MVPA) attenuate this relationship. Burnout was strongly associated with increased depressive symptoms and decreased levels of life satisfaction, mental toughness, and quality of sleep. Students above recommended levels of MVPA reported lower burnout and higher mental health. No significant moderator effects were observed. Symptoms of burnout were associated with increased mental health problems. Physical activity should be promoted to prevent burnout, because nearly half of the students did not meet MVPA recommendations.