Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und k??nftige Forschungsaufgaben

The possibilities of service delivery have expanded vastly over the last years, mainly due to the rapid development of information and communication technologies. Modern forms of data transmission enable a technologically mediated delivery of a broad spectrum of services over great distances. These ??remote services?? gain more and more importance in business, yet have only attracted little attention in academic research so far. This overview article captures the state-of-the-art of research in this field and starts laying the groundwork for a thorough discussion of economically relevant aspects of remote services. Based on a definition and conceptualization of this new service type that considers current service typology, this article identifies specific challenges for management and marketing of remote services and deduces an agenda for future research.     

Jakarta: Environmental problems and sustainability

Jakarta is on the way to become a “world city”, but to classify in this regard, it needs to be more than the size of the metropolis but it should be enlightened management, the kind of services the city offers to ensure a balanced economic, social, political and environmental development; thus, criteria which would indicate its social, economic and environmental “sustainability” and quality of life. The recent years have shown Jakarta's current management to evolve as promoter of centennial projects like the modernization of the center, the establishment of an integrated public transport system, the redevelopment of the waterfront and a new harbor, the conservation of the Old City, and creation of a few gentrified public parks. While these grand projects are still in the making, many infrastructure and environmental problems still continue to prevail, and there is substantial concern about the pro-rich and anti-poor policies which are being pursued, while Jakarta pretends to make the quantum jump to a modern city.     

Attachment theory and research: Review of the literature

Attachment theory confirms the importance of human relationships and their consequences for individual development. Attachment research has made it clear that infants are predesigned from birth to relate to others, and that their relationships are of preeminent importance in shaping their psychic development. The expectations they have of themselves and others are slowly internalized into working models of the world. These serve as guides for future behavior. Internal working models tend to persist over time, and the history of relationships are transmitted from generation to generation. Attachment research has fostered three important changes in psychoanalytic thinking: it affirms a relational model of psychoanalysis, proposes new guidelines for work with mother-infant dyads, and it offers a new model of theory development based on testable hypotheses. Implications for clinicians are discussed.     

Realisierung von Cross-Selling Potenzialen durch das Management von kundeninitiierten Kontakten

Existing research has not sufficiently addressed the question of how to cross-sell additional products and services to customers and what the behavioral consequences of cross-selling are. Moreover, these cross-selling-related questions have not been investigated in the context of customer-initiated contacts.The contribution of the paper is the empirical analysis of metrics which can be used to predict cross-selling success, e.g., in a call-center. The results show that two metrics, namely first contact resolution and reason for contact, significantly predict cross-selling success. Another contribution is the analysis of behavioral consequences. Here the results show that usage intensity significantly increases the time directly after the cross-selling took place but relapses to the original level within a few weeks.The results of the study can be used to derive managerial implications for managing and controlling cross-selling initiatives and for increasing and stabilizing cash-flows.     

Sollten den Betreuern wissenschaftlichen Nachwuchses Anreize gesetzt werden?

In many European countries efforts are undertaken to improve doctoral education. With the organization of PhD programs at US research universities very often serving as the model, the new public governance of higher education has strong ideas concerning the most promising paths to improvement: less state, less academic self-governance, greater reliance on quasi-markets, a stronger internal hierarchy, and more influence by external stakeholders. Based on an explorative analysis of qualitative and quantitative data of 26 continental European, English and US economics departments, we investigate the steering impact of these five governance dimensions for the years 2001–2002 on subsequent academic placement success of PhD graduates. To control for the importance of resource levels, we take into account: financial resources, the publication record of faculty members, the total number of professors, and the annual average number of PhD graduates in a department. Based on a fuzzy-set QCA of our data, our results deliver strong support for a variety of locally best governance configurations with no evidence for a single optimal system. Introducing market elements appears to be necessary for success with any governance system. The level of financial resources is the only one of our control conditions that contributes to our understanding of the placement success of PhD programs and the steering of PhD education.     

Wealth and the marital divide

Marriage patterns differ dramatically in the United States by race and education. The author identifies a novel explanation for these marital divides, namely, the important role of personal wealth in marriage entry. Using event-history models and data from the National Longitudinal Survey of Youth 1979 cohort, the author shows that wealth is an important predictor of first marriage and that differences in asset ownership by race and education help to explain a significant portion of the race and education gaps in first marriage. The article also tests possible explanations for why wealth plays an important role in first marriage entry.     

Market Earnings and Household Work: New Tests of Gender Performance Theory

I examine the contested finding that men and women engage in gender performance through housework. Prior scholarship has found a curvilinear association between earnings share and housework that has been interpreted as evidence of gender performance. I reexamine these findings by conducting the first such analysis to use high‐quality time diary data for a U.S. sample in the contemporary period. Drawing on data on 11,868 married women and 10,770 married men in the American Time Use Survey (2003–2007), I find no evidence that married men “do gender” through housework. I do, however, find strong evidence of gender performance among women as evidenced by a curvilinear association between earnings share and women's housework time.     

Growing up gay or lesbian in a multicultural context

This study is an investigation of the influence of ethnicity on the relationships of gay and lesbian young people and their families. A framework for conceptualizing the influence of culture is presented. Modes of family responses are described and the conflicts involved in maintaining an ethnic identity, and a gay or lesbian identity, are discussed. Implications for researchers and practitioners are identified.     

Government fragmentation and suburban services: The equality of consumer choice

The predominant reform tradition of centralizing suburban government to deal with problems of inequality in the distribution of local services has been attacked recently by a new school of thought often labelled New Political Economists. This school believes that the existing structure of local government can maximize citizen choice by allowing citizens to shop around between the level and mix of public goods and services offered by alternate communities. The term polycentricity has been coined to describe this situation. Critics of polycentricity believe that the resulting quasi-market would be unfair to low and moderate income suburbanites. This paper examines the actual extent of choice in service levels available to different income groups located in the suburban ring of six metropolitan areas. The extent of inequality in choice between different income groups is measured and the implications of these findings for the conflict between polycentric and centralizing reformers is discussed.The research reported in this paper was funded by the National Science Foundation, Grant Number SOC7705600     

Maternal Emotion Socialization in Maltreating and Non-maltreating Families: Implications for Children's Emotion Regulation

This study investigated the socialization of children's emotion regulation in physically maltreating and non‐maltreating mother–child dyads (N = 80 dyads). Mother–child dyads participated in the parent–child emotion interaction task ( Shipman & Zeman, 1999 ) in which they talked about emotionally‐arousing situations. The PCEIT was coded for maternal validation and invalidation in response to children's emotion. Mothers were also interviewed about their approach to emotion socialization using the meta‐emotion interview‐parent version ( Katz & Gottman, 1999 ). The meta‐emotion interview‐parent version was coded for maternal emotion coaching. Mothers also completed measures that assessed their child abuse potential and abuse‐related behaviors as well as children's emotion regulation. Findings indicated that maltreated children demonstrated fewer adaptive emotion regulation skills and more emotion dysregulation than non‐maltreated children. In addition, maltreating mothers engaged in less validation and emotion coaching and more invalidation in response to children's emotion than non‐maltreating mothers. Finally, maternal emotion socialization behaviors mediated the relation between maltreatment status and children's adaptive emotion regulation skills.