Die vorliegende kumulative Dissertation ist im Rahmen und mit Förderung des DFG-Graduiertenkollegs „Betriebswirtschaftliche Aspekte lose gekoppelter Systeme und Electronic Business“ entstanden. Sie beschäftigt sich mit der Analyse und Prognose des Kaufverhaltens von Kunden im Internet,...

Ziel der Arbeit war es, die praktische Umsetzung des Wissenskreislaufs im Call-Center zu untersuchen. Es wird gezeigt, in welchem Grad die theoretischen Ansprüche des Wissensmanagements in die Praxis umgesetzt werden und wie Wissensmanagement auf den unterschiedlichen Ebenen eines Call-Centers...

In dieser Arbeit wird erstmalig ein holistischer Ansatz zur Ermittlung der betriebswirtschaftlichen Implikationen von barrierefreien Webpräsenzen vorgestellt, welcher die Barrierefreiheit aus zwei Perspektiven (Organisation, Behörde) analysiert. Die organisationale Dimension umfasst die...

Customer Relationship Management (CRM) is a strategy that integrates concepts ofknowledge management, data mining, and data warehousing in order to support anorganization’s decision-making process to retain long-term and profitable relationshipswith its customers. While it is clear from the...

Since 2004, several small hotel chains have introduced guest loyalty programs in order to give their guests "big chain perks" while keeping a boutique identity. Recent studies have raised concerns that loyalty programs do not create brand loyalty. By looking at Kimpton Hotel's recently...

This work elaborates the impacts of strategically constructed silos that are not byproducts of flagging cross-departmental cooperation or the cumulative effect of decades of decentralized command and control. Rather, these silos are strategically intended structures within organizations. Most...

Organisational changes are recognised as a specific project type that can benefit from the application of project management skills, tools and techniques. Associated with this trend is evidence of rivalry in the marketplace between Project Managers and Change Managers concerning who should be...

Diversity initiatives have evolved from a focus on compliance-oriented training to a systematic approach which integrates the many dimensions of diversity in all aspects of business to enhance performance through the practice of organization development (OD) (Bendick, Egan, & Lofhjelm, 2001)....

Within project management, little attention has been devoted to controlling and facilitating changes when constraints of a project have been changed such as scope, time, cost, or quality, also known as Project Change Management (Arami, 2008). Growing statistics prove it is imperative for...

Taking the perspective that establishing large-scale online programs at universities is a matter of leading organizational change, this research examined the online efforts of institutions successful in online learning (OL). Best practices and leadership strategies for the move to OL were first...