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Serviceorientierung im Unternehmen
Es ist seit langem bekannt, dass die Serviceorientierung von Mitarbeitern und ein entsprechendes Verhalten im Kontakt mit externen Kunden nur zu erwarten sind, wenn unternehmensintern entsprechende Rahmenbedingungen hergestellt werden. In 22 Beiträgen beantworten renommierte Autoren, was genau unter Serviceorientierung im Unternehmen zu verstehen ist und wie ein Konzept der internen Serviceorientierung realitätsgerecht verwirklicht werden kann. Der Inhalt Grundlagen der Serviceorientierung im Unternehmen Interdependenzen zwischen externer und interner Serviceorientierung Konstrukte einer Serviceorientierung von Mitarbeitern Instrumentaleinsatz zur Förderung der internen Serviceorientierun...
Disliked Practices
In recent years, the concept of organizational practices has become increasingly popular in organization studies. The focus of research that follows a "practice approach" is on the actual activities in organizations as opposed to prescribed procedures or standardized routines. This book is about a hitherto neglected category of practice, namely, disliked practices in organizations. On the basis of an empirical study in three German companies, the author reveals how continuous practicing of disliked practices results in a discrepancy between practitioners and their practices. This stands in contrast to previous literature, which understands practices as being exclusively positive and in which...
Cost Accounting for Shared IT Infrastructures
Reinhard Brandl proposes a method to derive estimates for the expected resource consumption of customer-oriented services during standard load tests. This facilitates the determination of usage-based cost allocation keys significantly. He implements the concept in a software tool kit, evaluates it in a set of experiments with multi-tier database applications, and analyzes how the method can be integrated into existing IT processes at the BMW Group.
The American Film Institute Catalog of Motion Pictures Produced in the United States
After more than fifteen years, this initial volume of the American Film Institute Catalog series is again in print. The 1920s set covers the important filmmaking period when "movies" became "talkies," and the careers of many influential directors and actors were launched. Films such as Wings, The Phantom of the Opera, All Quiet on the Western Front, and The Jazz Singer are included in this volume.
Social Capital in Organizations
As recently as one generation ago, the term organization was synonymous with stasis, reliability, hierarchy and disciplined productivity. The new guiding principles of management practise, meanwhile, are dynamism, flexibility, teams and emancipated interactivity. The new key term “network” has summed up these contemporary organizational trends. This study suggests the interpretation of networks as social capital of individuals and organizations. This understanding requires a theoretical and methodological refocusing on the actions of the organization’s members. The present study places a variant of action theory – socioeconomic exchange theory – centre stage, fuses this theory with the toolkit of social network analysis and puts the resulting synthesis to the test by examining cooperation among equal members of an organization.
