Einführung zentraler Variablen im Kundenkontakt -- Ausgewählte Einflussfaktoren der Kundenorientierung -- Empathie als mediierender Mechanismus -- Altersunterschiede als Kontextfaktor im Kundenkontakt -- Herleitung und empirische Überprüfung des Mehrebenenmodells.

Scholars and practitioners in the OB literature nowadays appreciate that emotions and emotional regulation constitute an inseparable part of work life, but the HRM literature has lagged in addressing the emotional dimensions of life at work. In this chapter therefore, beginning with a...

This paper derives a joint Lagrange Multiplier (LM) test which simultaneously tests for the absence of spatial lag dependence and random individual effects in a panel data regression model. It turns out that this LM statistic is the sum of two standard LM statistics. The first one tests for the...

Die zunehmende globale Verteilung der Produktion stellt die bestehenden Planungsprozesse international agierender Unternehmen vor große Herausforderungen. Aufgrund der zunehmenden Komplexität der unternehmensinternen Leistungserbringung rückt die Planung des unternehmensinternen...

The quality of the educational system is crucial to the most diverse socioeconomic and cultural aspects of a country. The objective of this paper is highlighting the importance of quality of education to explain the wide income disparities between Brazilian people. In face of such evidence, and...

This paper considers a panel data regression model with heteroskedastic as well as serially correlated disturbances, and derives a joint LM test for homoskedasticity and no first order serial correlation. The restricted model is the standard random individual error component model. It also...