Vom 20. bis 23. November 2019 fand die jährliche Konferenz der European Public Health Association, zum Thema „Building bridges for solidarity and public health“, in Marseille statt, an der auch […]
Within the scope of a detailed meta-analysis, Holger Roschk has examined 64 studies with 71 samples and a total of 15,000 test persons to find out to what extent ambient scents have an effect on experiences and activities in shopping and service environments. Results show: Under ideal conditions, scents can have a positive influence on customer behaviour.
Jan Breitsohl is currently visiting the Unit of Service Management. He is associate professor at Kent Business School (University of Kent, UK) and a distinguished scholar in the area of […]
Christina-Franca Feyertag has just recently received the honor of acceptance for her abstract entitled “Coalitions, Social Exclusion and Recovery in Trilateral Service Failure Constellations” at the Frontiers in Service Conference […]
The transparency of spending money depends on the mode of payment used: cash, single-function cards that offer only a payment function, or multifunctional cards which may also include bonus programmes, user identification or other functions. A recent study has shown that the recall accuracy associated with the act of paying is lower for both card formats than it is for cash transactions.
Risk management instruments could prevent many so-called undesirable events in hospitals. However, for these tools to work efficiently, a safety culture is required, which needs to be introduced and implemented gradually. Šehad Draganović is investigating how this might be achieved.
Money is money: so why should we care how it is given? A new study on complaint handling, recently published in the renowned Journal of Service Research, delivers fresh insights: People who complain react differently, depending on how the financial compensation is presented.
Employees who volunteer are not only a boon for the image of the company: In cases where an organisation supports volunteering, it profits through increased organisational commitment. These are the key findings of a new study recently presented in the journal “Applied Psychology”.
