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In the age of Web 2.0 the internet as a platform to provide services or sell goods gained more attention in companies. Especially for customer support customer forums can be a useful tool for companies. By providing customer forums, companies can reduce their support costs dramatically. Nevertheless, it is often difficult for companies to measure the success of customer forums. In the research literature the determinants of success of customer forums have seldom been studied. The purpose of this bachelor thesis is to fill this research gap by applying the model of Lin and Lee to measure the success of online-communities on customer forums. In addition, metrics for measuring the success of this model are discussed. The discussion of this topic leads to the conclusion that the model of Lin and Lee is mostly applicable for customer forums, and provides a useful approach to measuring suc-cess both in theory and in practice. This could be demonstrated by the example of the 1&1 customer forum. The metrics that were found in the theoretical part were quite relevant in practice. Nevertheless, future research should focus more on monetary indicators to also make success of customer forums financially assessable.
In the last few years, information technology experienced a great increase. People and Enterprises are able to exchange information through the development of the Web 2.0 to the Social Web. Social Networks like Facebook or Xing, blogs from known and unknown people or the many discussion forums are common platforms where people have the opportunity to share and exchange information. Enterprises and people have to accept this fact and development. The reputation is also influenced by the overabundance of information. The result of this development is the digital reputation, which extend the entire reputation. Everyone who is looking for an order or a job can assume that his orrnher name will be "googled", whether he or she is a part of an internet branch or not. Every information is available through search engines. Just a quick look at the Facebook or Xing profile is needed to get a brief impression of someone. The communications expert Klaus Eck said that someone who takes the internet seriously will get a benefit for the development of his digital reputation. This research work will show you through a self made questionnaire what is seen as positive and negative influences on the reputation in Social Networks and how the digital reputation impacts the entire reputation.
This thesis deals with the question of which success factors apply to social media marketing. German start-up companies are examined for this purpose. The investigation is based on ten semi-structured expert interviews, which are evaluated using a qualitative content analysis. The results show that there are many success factors and that companies proceed differently in many areas when implementing social media marketing measures. Important success factors are a tailor-made, company-specific social media strategy with a clear formulation of goals, integration of social media marketing into the corporate strategy, openness to new social media trends, credibility and reputation, compliance with data protection, the correct handling of criticism, use of social media as a market research tool and a long-term social media strategy. However, the significance of the results should not be overestimated, since this is a qualitative study with a limited range and only examines individual cases. Further research on the success factors could be based on quantitative studies or group discussions in which experts or users or customers are interviewed. Another possibility is the qualitative examination of the user-generated content.
New techniques concerning the automatic identification of objects (Auto-ID) show unique potential for being used in the economy. This paper focuses on the technology of Radio Frequency Identification (RFID) and examines its uses and potentials regarding selected economic sectors. In the course of this paper, RFID will be directly compared to the bar code, the currently most prevalent system for object identification in the economy. To this end, the different basic modes of operation of both technologies will be introduced, and differences between their technical realizations will be brought to light. Moreover, this paper distinguishes and evaluates both technologies with regards to their potential use in three different branches of industry. Their differentiation provides the basis for determining and evaluating the RFID technology- probability of replacing the bar code in the consumer goods sector, the logistic sector, and the pharmaceutic sector.
The lasting hype around the mobile internet and the related technology of the mobile applications seem not to drop off. The immense economic potential of this market leads the businesses and ventures to continuously find new ways of monetization. The underlying causes of that phenomenon are rarely challenged. Scientific research in the field of "ubiquitous mobile" has not yet developed a clear overall picture of the causes and effect chains. Attempts of deriving causes by studies in related mass media such as the computer or the internet have been discussed controversially. By combining the research streams of media motive usage and the customer retention, this paper will present a new research model. Based on a quantitative survey in the German speaking the gained data proves the motives for mobility, information gathering and entertainment purposed to be the most important drivers of customer satisfaction in mobile applications. The paper also highlights a significant correlation between the customer satisfaction and the other determinants of customer retention.
A guideline for the examination of business models is developed in this research project and M.Sc. study, focusing on young, innovative enterprises ("start-ups"). Start-ups often start to operate in uncertainty and tentativeness. To forecast the success of such an enterprise is therefore today hardly possible by means of quantitative data. The evaluation of innovative business models ("Business Model Check") today is a gap in Business Administration and Management studies.
Entscheidungsverhalten unter Unsicherheit mit Berücksichtigung von Persönlichkeitseigenschaften
(2014)
The subject of this Bachelor Thesis is the research of decision-making in consideration of personal characteristics. One part of this thesis should analyze the uncertainty and the risk of decision-making and explain which differences a decision-maker is faced with. The other part should compare different groups of people and point out that these groups are faced with different problems in their decision making process. The differences in these groups are based on demographical and personal characteristics, such as the type of profession or the level of knowledge. The conclusion of this paper is to assign different types of heuristics, logics, theories and other decision-supporting tools to the different groups of people.
A growing flood of advertising and information as well a limited capacity to collect information present a challenge to marketing today. Marketing in general is very important for the success of a company. But the classic marketing theory which ignores the special characteristics of young companies dominates. A new company with a new idea and a new product meets an existing market with customers and established competitors. For an innovation-related founding context this is a special challenge.
In this bachelor thesis the subjects, entrepreneurship and marketing will be discussed first. In addition the special characteristics of young companies, the so-called liabilities will be explained. The meaning of the term entrepreneurial marketing is explained by detailed consideration of the close and wide conceptual understanding. Afterwards the comparison clarifies the difference to the classic marketing. As part of the literature review, the current state of research will be presented and the practical use will be examined in more detail based on the central approaches. The approaches are the guerrilla marketing, ambient marketing, sensation marketing, viral marketing and ambush marketing. How entrepreneurial marketing with the central approaches is used in a start-up company is analyzed by a qualitative investigation in the form of a case study.
The case study shows that unconventional marketing measures and low use of medium can have a large effect. The entrepreneurial marketing therefore offers an alternative to classic marketing because it pays attention to the special characteristics of a young start-up company. This bachelor thesis shows that the entrepreneurial marketing can convert the weaknesses of young founding companies into strengths and lead to superiority over the competition.
As a result of the technical progress, processes have to be adjusted. On the one hand, the digital transformation is absolutely necessary for every organization to operate efficient and sustainable, on the other hand whose accomplishment is a tremendous challenge. The huge amount of personal data, which accrue in this context, is an additional difficulty.
Against the background of the General Data Protection Regulation (GDPR), this thesis focuses on process management and ways of optimizing processes in a Human Resources Department. Beside the analysis of already existing structures and workflows, data management and especially the handling of personal data in an application process are examined. Both topics, the process management and the data protection are vitally important by itself, but it is necessary to implement the requirements of data protection within the appropriate position of a corresponding process. Relating to this, the thesis deals with the research question of what barriers may occur by a sustainable process integration and to which extend the GDPR prevent an unobstructed workflow within the Human Resources Department of the Handwerkskammer Koblenz. Additionally, answering the question of which subprocesses are convenient for a process automation is highly significant.
In scope of these questions Business Process Management is the solution. By means of the graphical representation standard, Business Process Model and Notation, a process model with the relevant activities, documents and responsibilities of the recruitment process is designed. Based on a target-actual comparison it becomes apparent, that standardized process steps with less exceptions and a large amount of information are basically convenient for automation respectively partial automation. After the different phases of the recruitment process are documented in detail, a Workflow-Management-System can ex-port the transformed models, so the involved employees just have to carry out a task list with assigned exercises. Against the background of the data protection regulations, access rights and maturities can be determined. Subsequently only authorized employees have admission to the personal data of applicants. Because of impending sanctions by violation against the GDPR, the implementation of the relevant legal foundations within the recruitment process is necessary and appropriate. Relating to the defined research questions, it appears that in principle not every activity is appropriate for a process automation. Especially unpredictable and on a wide range of factors depending subprocesses are unsuitable. Additionally, media discontinuities and redundant data input are obstacles to an enduring process integration. Nevertheless, a coherent consideration of the topics of business process management and the data protection regulations is required.
The subject of this thesis was to analyse the involvement of classical creativity techniques and IT tools in different phases of the innovation process. In addition, the present work deals with the integration of Design Thinking and TRIZ into the innovation process. The aim was to define a specific innovation process based on diverse existing Innovation process models from the literature. This specific innovation process should serve as a basis for the analysis of integration of creativity techniques, IT tools, Design Thinking and TRIZ. Summarizing it can be said that the application of creativity techniques and IT Tools is admissible and useful in every phase of the innovation process. In this work it was shown that the design thinking method can be integrated in the early stages of the innovation process. Also, the process model of TRIZ, which differs from traditional innovation processes, can be combined with classical innovation processes.
In this thesis, the methods of a feasibility study are applied to analyze whether or not the foundation of an academic based startup focusing on IT-consulting is possible. For this purpose the concept of consulting, the demand for the offering of consulting services as well as the relevant market are analyzed. Furthermore, empirical research through face-to-face interviews with IT-companies located in the region of Koblenz is utilized in order to gain further insight about the feasibility of said business venture. The result of the research is to be presented in a concrete recommendation for further actions.
Virtueller Konsum - Warenkörbe, Wägungsschemata und Verbraucherpreisindizes in virtuellen Welten
(2015)
Virtual worlds have been investigated by several academic disciplines for several years, e.g. sociology, psychology, law and education. Since the developers of virtual worlds have implemented aspects like scarcity and needs, even economic research has become interested in these virtual environments. Exploring virtual economies mainly deals with the research of trade regarding the virtual goods used to supply the emerged needs. On the one hand, economics analyzes the meaning of virtual trade according to the overall interpretation of the economical characteristics of virtual worlds. As some virtual worlds allow the change of virtual world money with real money and vice versa, virtual goods are traded by the users for real money, researchers on the other hand, study the impact of the interdependencies between virtual economies and the real world. The presented thesis mainly focuses on the trade within virtual worlds in the context of virtual consumption and the observation of consumer prices. Therefore, the four virtual worlds World of Warcraft, RuneScape, Entropia Universe and Second Life have been selected. There are several components required to calculate consumer price indices. First, a market basket, which contains the relevant consumed goods existing in virtual worlds, must be developed. Second, a weighting scheme has to be established, which shows the dispersion of consumer tendencies. Third, prices of relevant consumer goods have to be taken. Following real world methods, it is the challenge to apply those methods within virtual worlds. Therefore, this dissertation contains three corresponding investigation parts. Within a first analysis, it will be evaluated, in how far virtual worlds can be explored to identify consumable goods. As a next step, the consumption expenditures of the avatars will be examined based on an online survey. At last, prices of consumable goods will be recorded. Finally, it will be possible to calculate consumer price indices. While investigating those components, the thesis focuses not only on the general findings themselves, but also on methodological issues arising, like limited access to relevant data, missing legal legitimation or security concerns of the users. Beside these aspects, the used methods also allow the examination of several other economic aspects like the consumption habits of the avatars. At the end of the thesis, it will be considered to what extent virtual world economic characteristics can be compared with the real world.
Aspects like the important role of weapons or the different usage of food show significant differences to the real world, caused by the business models of virtual worlds.
Die Bachelorarbeit über das Thema "Geld in PC-Spielen - Inflation in World of Warcraft" beschäftigt sich mit der Frage, ob es Inflation in der virtuellen Spielumgebung von World of Warcraft gibt und ob diese Entwicklung auf vergleichbaren Ursachen der realen Welt beruht. World of Warcraft ist mit 8 Millionen Spielern weltweit das bisher erfolgreichste Multiplayer Onlinespiel und wurde deshalb als Betrachtungsgegenstand ausgewählt.
Die Reputation von Unternehmen ist einer zunehmenden Gefahr ausgesetzt, die sich aus der (unreflektierten) Nutzung sozialer Netzwerke durch die eigenen Mitarbeiter ergibt. Die Treiber und Hemmnisse eines solchen Nutzerverhaltens von Arbeitnehmern in sozialen Netzwerken wurden bislang nur unzureichend erforscht. Der vorliegende Beitrag untersucht unter Verwendung der Boundary Theorie am Beispiel der Plattform Facebook, inwieweit die Persönlichkeitsmerkmale Neurotizismus und Extraversion, die Organisationsidentifikation und die Unternehmensreputation ein zustimmendes Verhalten von Nutzern begünstigen. Eine experimentelle Online-Studie mit 494 Probanden zeigt, dass insbesondere eine hohe Unternehmensreputation und Organisationsidentifikation zu einem erhöhten zustimmenden Verhalten führen.
Digital happiness
(2016)
Emotions in the digital world gain more and more importance by the accelerating digitalization of recent years. In everyday life as well as professional and educational environments, the use of media is almost inescapable. This work takes a closer look to the still relatively unknown topic, “Digital Happiness“. In the literature emotions in the digital world are studied increasingly, but concerning the topic of “Digital Happiness” there are not many insights.
In this research the differences between communicating emotions through digital media and face-to-face communications, as well as their impacts, are investigated. The perception and expression of emotions in the real and digital world are considered. Furthermore, a first definition of “Digital Happiness” and a model with the associated determinants that influence “Digital Happiness” is developed.
To achieve these goals, a literature analysis by the method of Webster & Watson (2002) is performed. Therefore, 15 articles are selected and analyzed in more detail to illustrate the current state of research. These articles are organized into a concept matrix. In addition, special phenomena, such as Quantified Self, are closely considered in order to determine other factors. Based on the literature analysis, a qualitative study by the method of Mayring (2014) is performed. It is developed into an interview guideline that serves as the basis for the investigation of the established determinants of the literature analysis. This is confirmed or refuted by 30 interviews with users of information and communication technologies. With the help of the interviews, a large part of the determinants in the literature can be confirmed. Moreover, some new determinants are identified. These results are included into the final model. This model provides a basis for further research in the field of “Digital Happiness“. Finally, different implications for research and practice are found, which reveal the need of further research.
This thesis aims to find models to calculate damages to persons in the context of railway accidents. These models were tested for their applicability for a railway accident database. The reviewed models for injured casualties were identified by a research of literature. Their applicability for the accident database was tested with the aid of average values and sample values. The analysis of fatalities was executed via the combination of collected values of two literature researches. These values were compared to the values of the database.
It was stated that there is a calculation for seriously injured, which may serve more exact values than the calculation of the database, especially when there is more detailed data about the casualties. The calculation of slightly injured couldn't be realized by just beholding the pure damages to persons, because it's only a small part of the costs the responsible company has to pay. For the calculation of fatalities appeared problems with the methodology of the most studies.
Durch eine systematische Literaturanalyse sollen die wichtigsten Aspekte des Phänomens Crowdsourcing abgedeckt werden. Da die Summe an Forschungsfragen relativ breit gefächert ist, soll der Fokus der Arbeit auf die im Folgenden aufgelisteten Fragen gelegt werden: Was ist unter dem Begriff Crowdsourcing gezielt zu verstehen? Wie lässt sich das Phänomen Crowdsourcing von anderen angrenzenden Konzepten trennen? Wo liegen die Gemeinsamkeiten und wesentlichen Unterschiede zwischen den einzelnen Konzepten? Welche Ausprägungsformen von Crowdsourcing sind in Theorie und Praxis vorzufinden? In welchen Bereichen kommt Crowdsourcing zum Einsatz? Welche Unternehmen setzen Crowdsourcing erfolgreich um? Welche Plattformen zur Unterstützung von Crowdsourcing sind vorhanden? Welche Ziele bzw. Ergebnisse sollen mit dem Einsatz von Crowdsourcing erreicht bzw. erzielt werden? Wie läuft der Crowdsourcing-Prozess ab und in welche Phasen lässt sich dieser unterteilen? Wie sieht die Wertschöpfung durch Crowdsourcing (a) allgemein und (b) speziell für Unternehmen aus? Welche Chancen und Potenziale sowie Risiken und Grenzen entstehen dabei den Unternehmen? Was lässt sich in Zukunft im Bereich des Crowdsourcing noch verbessern, das heißt in welchen Bereichen besteht noch Forschungsbedarf?
Einige akademische Arbeiten behaupten, dass Software, die in einem offenen Prozess erstellt wurde, strukturierter ist, als Programme, die im geschlossenen Umfeld entstanden sind. Die Rede ist hier von Open Source und Closed Source. Der Nachweis dieser Annahme wird mit der Technik der so genannten Design Structure Matrix (DSM) erbracht. DSM erlauben die Visualisierung der Struktur einer Software und ermöglichen das Berechnen von Metriken, mit denen dann der Level an Modularität der einzelnen Open Source Software (OSS) verglichen werden kann. Unter zu Hilfename dieser Technik geht die Diplomarbeit der Frage nach, ob ein Zusammenhang zwischen Geschäftsmodell und OSS existiert.
Accidents annually cause high economic damages for concerned persons, companies and the state. To determine the exact costs of a damage is a challenge. Scientific studies differ from each other because of different models of calculation. Due to the fact of a low number of accidents concerning rail transport there are not many studies about how to calculate the costs an accident causes. The aim of this thesis is to give an overview about methods when dealing with these costs and to point out occurring difficulties. Generally, costs of accident can be divided in two categories. One category deals with personal injuries whereas the other focuses on material damages. Personal injuries contain material and immaterial damages. This leads to difficulties in calculation. The main aspect when dealing with personal damages is the loss of manpower, the costs of medical supply and the costs of the recovery of the legal situation. Currently there is no model of how to calculate personal damages concerning rail transport in Germany. The “Bundesamt für Straßenverkehr” developed an extensive model for calculations of costs of accident concerning traffic. It turned out that the death of people has costs round about 1.1 million euro. Severely and slightly injured people cause damages about 106,000 euro and 5,000 euro. This thesis declares that the model is important regarding different aspects of rail transport and that it is based on statistically collected key performance indicators. Furthermore, some approaches, which analyse the value of life, are mentioned. There are large derivations between them. To make a calculation of material damage the current value of the object must be respected. When dealing with the limitation of material damages the focus is on damages concerning infrastructure. In addition, railway infrastructure can be mentioned. With the help of the “Kostenkennwertekatalog” of Deutsche Bahn AG acquisitions costs for certain components of infrastructure can be determined. As a result, they offer a basis for calculating damages.
World of Warcraft, das zu den populärsten gehörende Online-Rollenspiel, zieht täglich neue Besucher in eine phantasievolle Welt voller Abenteuer, die sie mit ihren selbst erstellten Avataren frei erkunden und dabei mit anderen Avataren in Kontakt treten können. Die Arbeit beschäftigt sich mit der Frage, ob sich eine Befragung in einer virtuellen Welt durchführen lässt, welche in der Realität eingesetzten Befragungsmethoden sich dabei auch in einer virtuellen Welt anwenden lassen und welche neuen Erkenntnisse dabei gewonnen werden können. Zunächst werden allgemeine Merkmale virtueller Welten umrissen auf der Grundlage des Buchs "Spielen in virtuellen Welten" von Stefan Wesener. Insbesondere werden Kommunikationsmöglichkeiten und ihre Besonderheiten in virtuellen Welten untersucht, die für eine "virtuelle" Befragung von Bedeutung sein könnten. Anschließend werden Methoden der empirischen Sozialforschung dargestellt, um eine theoretische Basis für die Durchführung einer Befragung in einer virtuellen Welt zu schaffen. Im dritten Kapitel wird der Versuch unternommen, die Erkenntnisse über Merkmale in virtuellen Welten und Besonderheiten der Kommunikation mit den Methoden der empirischen Sozialforschung zu verzahnen, um im Anschluss darauf sowohl eine qualitative als auch quantitative Befragung in einer virtuellen Welt durchführen zu können. Speziell soll dabei auf die Messung der Teilnahmebereitschaft und der Dokumentation relevanter Auffälligkeiten, vor dem Hintergrund einer virtuellen Welt, Wert gelegt werden.