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Digital Transformation is gradually changing the ways of operating the business. With the advancements and innovations in technology and changing customer preferences, it is essential to adapt to these changes. Digital transformation has the capability to impact nearly every line of business but one of the most significant impact is on Customer Experience. Embracing new technology and processes provides opportunity to create better experience for customers by focussing on automation, self-service, value, quality, customer expectations etc. Advanced systems or solutions that fulfil these requirements can be incorporated in the technology and process landscape of an organization who is supporting customers. This thesis aims at conceptually integrating the Customer Service and Retail Store Support processes at HUGO BOSS into the new Enterprise Service Management (ESM) tool which will in turn drive the digital transformation at HUGO BOSS. Moreover, the purpose of the study is to provide a recommendation if the new ESM tool can replace the existing Retail & Customer Care ticketing tool, thus enabling the Retail & Customer Care team and their respective processes to be fully onboarded and implemented in future into the new tool. This thesis is a qualitative research. At first, qualitative data about the existing ticketing tools used to provide customer service and retail store support is gathered through secondary data collection methods. Secondly, in-depth semi structured interviews with nine respondents from Retail & Customer Care team and IT Support teams were conducted to collect their feedback and analyse the benefits and drawbacks of these tools. Next, the thesis introduces the new ESM tool followed by its evaluation using Fit-Gap Analysis method. Further, the thesis includes the concept of ideal customer service and retail store support processes to be supported by the new tool using process flowcharts. In conclusion, the results of the thesis are presented based on which a future recommendation is provided.
Job contentment, interpersonal relationships at work, quality of life – for a long time, these aspects were not given importance in an organizational context. Companies were considered rational units, and emotional aspects were neglected. Where people are recognized as an increasingly important resource in a company, emotions play a significant role. In the course of this, the interest in emotional intelligence in the workplace emerged. Especially in the field of leadership, emotional intelligence is now being given more and more attention and has proven to be a cause for numerous positive effects. Due to the limited research on this relation, this thesis aims to find out if and how emotional intelligence in leadership influences employee job satisfaction, specifically in a Danish organization. After outlining the foundations of emotional intelligence in leadership, job satisfaction, and Danish business culture, the empirical research focuses on employee interviews and an evaluation of the emotional intelligence of two managers. Specific focus is put on the employees' perception of their job satisfaction and their assessment of the importance of emotionally intelligent leadership. The results show the importance of emotionally intelligent behavior, and recommendations regarding the implementation of emotional intelligence to overcome workplace challenges are given.
Die OKR Zielsetzungsmethode wurde von Andy Grove als Weiterentwicklung der Methode „Management by Objectives“ von Peter Drucker entwickelt mit dem Ziel ein System zu schaffen, welches Outputs wertschätzt und hervorhebt. Mit der OKR Methode sollen klare, ambitionierte und transparente Ziele formuliert und erreicht werden.
In dieser Bachelorarbeit soll untersucht werden, ob die OKR Zielsetzungsmethode, wenn sie gezielt eingesetzt wird, als Garantie für Unternehmenserfolg gesehen werden kann. Dafür wird zunächst die OKR Methode genauer betrachtet sowie eine Analyse durchgeführt, um die Faktoren herausarbeiten, welche zu Unternehmenserfolg führen. In einer finalen kritischen Betrachtung sollen dann diese beiden Teile zusammengeführt werden um zu einer abschließenden Beantwortung der Forschungsfrage „Verhilft die OKR Methode einem Unternehmen zu größerem Erfolg?“ zu führen.
Vor dem Hintergrund, dass es für Unternehmen immer schwieriger wird, junge und qualifizierte Arbeitskräfte zu finden, setzte sich diese Arbeit das Ziel, eine externe Employer Branding Strategie für den Küchen- und Grillgeräte-Hersteller RÖSLE GmbH & Co. KG in Marktoberdorf zu entwickeln. Durch konkrete Handlungsempfehlungen soll die Arbeitgeberattraktivität bei der Generation Z im Allgäu erhöht werden. Mithilfe einer Online- Befragung wurde die Zielgruppe im Allgäu zu ihren Vorstellungen und Erwartungen an einen Arbeitgeber befragt. Es hat sich gezeigt, dass vor allem sozialen Aspekten wie Sicherheit sowie Familie und Freunden eine große Bedeutung zukommen. Im Gegensatz zu der digitalen Versiertheit der Generation Z präferiert sie persönliche Kontakte gegenüber Internetrecherchen zur Arbeitgeberwahl. Ausgehend von diesen Erkenntnissen und einer Unternehmens- und Wettbewerbsanalyse konnte ein Arbeitgeberversprechen sowie Empfehlungen für die Umsetzung und Kommunikation abgeleitet werden.
Prior research on choice in context demonstrated extremeness aversion to be very effective on consumers’ purchasing behaviour. However, it seems that previous studies have neglected to investigate the impact of the spatial arrangements of choice architectures on consumers purchasing behaviour. Based on indications of prior research, we pursued to demonstrate in this study that consumers who are uncertain regarding their
preferences tend to search for alternatives in the middle of a choice architecture. Therefore, we hypothesized that an alternative, positioned in the middle of a choice architecture, will present a relatively higher choice share. To research this hypothesis we conducted an online survey mainly in Central Europe, which involved a total number of
901 respondents at the age between 15 and 95. The study’s results demonstrate that the decision making of the majority of the participants is heavily influenced by a choice architecture’s spatial arrangement. It became evident that the choice share of one
alternative was higher when presented in the middle of a choice architecture than when presented in the periphery.
The following thesis examines the role of drug advertising in the United States. It takes a theoretical approach to explore the relationship between drug sales and the corresponding advertising and their perception, effects and implications on the public by focusing on the opioid crisis in the United States. In order to assess the effectiveness of drug advertising, the theoretical hierarchical framework by Robert J. Lavidge and A Steiner was utilized as it provides a straight-forward and frequently applied model to examine the workings of advertising in general.
The thesis’s conclusions give a synopsis of the results both for drug advertising and its effects on sales, as well as the implications drug advertising can entail as demonstrated in the case of the opioid crisis.
The challenges of telework for employees in German companies
Due to the development of modern technology and new communication devices, the world of working as it has been known in the past, has changed already during the last decade. Working remotely is a well-known strategy in order to create a more flexible and less time-consuming way of work. In the year of 2020 the business industry world-wide had to face a whole new challenge with the outbreak of the coronavirus. Within a short period of time, companies had to create a work environment that either guaran-teed a healthy and secure workspace within the company's premises or enabled the employees to work remotely. As of this change, the author of this thesis was wondering if, with all the positive aspects that this new form of work could grant, there would also be disadvantages or in this paper called, challenges that employees face in their new work environment.
In order to receive answers to this question, a theoretical literature research to gain a substantial background knowledge was done. As the given situation was a new experience, with no comparable situations like this before, the author decided to create a survey which should be distributed to employees in Germany in which the participants are able to rate their recent experiences when it comes to working from home or remotely.
The results of the survey have shown that there are some challenges which have to be kept in mind in order to create a fair and safe environment for every person who is working from home. The most outstanding negative aspect of telework, following the results of the survey, is the missing personal contact to co-workers and managers but also customers when working from home. Another important aspect is the lack of opportunities, to create a proper workspace at home which can guarantee a decent work atmosphere.
Another result of this survey was that more than half of the participants can imagine working remotely a lot more than in the past. The results of the survey have shown, that despite of technical difficulties and other challenges faced by the people when they work remotely, most people wish to integrate this form of work a lot more in their daily life in the future. The positive aspects of telework are more valuable for most of the participants than the negative aspects.
In the light of incremental environmental degradation, social awareness and resource depletion along with high and volatile resource prices, food packaging manufacturers in Germany increasingly perceive pressure towards the implementation of circular business models. However, there does not exist any data neither about the current deployment of circular business models nor about the active efforts dedicated by manufacturers in the German food packaging industry while in many cases there is lacking expertise of how to implement circular business models. This thesis is going to close this gap by conducting a systematic observation of 41 food packaging manufacturers’ product portfolio and company policy in order to identify the current state of deployment and active efforts dedicated to the implementation. Moreover, the most applicable measures will be analysed in order to capture the level of circularity in the focal industry, while providing a step-by-step guidance of how to implement circular business models. There was found that the German food packaging industry is characterised by an open-loop approach since manufacturers focus on circular inputs but neglect the reuse and recycling of packaging materials. Besides, there could be identified six highly applicable metrics, which measure a range of different fundamental aspects of the circular economy. Finally, there was found that the process of implementing circular business models can be structured into four phases, whereas a set of key enablers permits food packaging manufacturers to overcome certain barriers and facilitates the implementation of circular business models. The conclusion was drawn that food packaging manufacturers in Germany still show noticeable potential for enhancement in order to increase circularity, especially by launching circular product designs, the reuse of certain types of food packaging and implementing a more holistic approach of circular business models.
This paper proposes to consider the influence of transparency in leadership styles on work performance and satisfaction. In an experimental setting, a pair of strangers were advised to solve a Sudoku in a digital environment under time pressure. With an induced hierarchy, the leader was able to view the task and the timer, whereas only the subordinate was enabled to actively edit the riddle. The treatment group was told to transparently communicate the intended leadership style during the preparation phase. The results indicate that transparency has a significant positive effect on the performance and the satisfaction of the teams. Furthermore, it is hypothesized that transparency may not be the direct cause of improved performance and satisfaction. Yet it might be crucial in establishing trust between the leader and subordinate, causing a positive effect on the two dependent variables. The paper is concluded by discussing limitations, practical implications and considerations for future research.
This literature review-based study reveals that there are reasons for the acceptance of the effectiveness of equine-supported leadership trainings. Results show that people are able to transfer knowledge to a situation which is different from the learning situation (Baldwin & Ford, 1988). Additionally, this research deals with the assumption that empathy can be raised through the equine-facilitated trainings. This hypothesis is proven by the results of empathy improvement in autistic people during equine-assisted activities (Malcolm, Ecks and Pickersgill, 2018).