Alexander Schagen

The aim of our study is to create a typology of inbound center quality. An analysis of six cross-industry case studies showed that company strategy and value creation characterise four inbound center types. We then examine drivers of inbound center quality via two experiments with Swiss International Air Lines customers. The findings propose that the quality of response time, communication, and compensation are drivers for customer satisfaction, customer loyalty, and repurchase intention. However, voluntary compensations decrease the impact of response time quality and communication quality on customer satisfaction. The experiments highlight differences between 12 experiment groups with moderator effects.

Start-up companies enjoy the possibility to be and do things "right" right from the start, i.e. consider ethics and corporate social responsibility (CSR) from the outset. This investigation aims to identify the critical factors in planning, founding, and developing a company based on CSR principles. A guideline for start-ups and other companies is developed by conducting case study research illustrating the foundation and growth of the German apparel company ArmedAngels. To facilitate the analysis, the 7-S approach of business is combined with the principles of CSR. The investigation reveals that start-ups based on values may just be as successful as their conventional counterparts and is thus highly relevant to researchers in the field of sustainable business development and social entrepreneurship.

forthcoming