Global supply chains have become increasingly complex and a critical source of competitive advantage, which makes the understanding of how supply chains create and distribute value an essential task. Prior literature on concentration risks has primarily focused on customer concentration and has overlooked the challenges posed by the major upstream supply chain partners. In addition, CEOs with an optimal mix of technical and behavioral abilities can shape the strategic decision-making process to obtain an advantage against the nonfinancial stakeholders. The existing literature has also overlooked the significant role of the CEO in reducing the impact of supplier-base/customer-base concentrations. Utilizing objective supply chain relation data collected from Bloomberg SPLC and Compustat, we map the supplier base and the customer base for each electronic and chemical manufacturing firm publicly listed under S&P1500 for the fiscal year 2017. We then construct objective measures of supplier and customer concentrations and examine their impacts on the focal firm's financial performance measured by Tobin's Q, gross profit margin, and net profit margin. The performance metrics also include the focal firm's payable period (against the supplier-base) and receivable period (against the customer-base). We also collect information related to the CEOs appointed by the focal manufacturing firm, such as gender, age, and tenure from Execucomp, and consequently investigate their impacts on the supplier concentration and the customer concentration. Our empirical analysis shows contradictory results in the context of supplier-base/customer-base concentrations: higher supplier-base concentration is observed to harm the focal firm’s financial performance, but higher customer-base concentration leads to an increase in the focal firm’s profitability. Although CEO characteristics such as tenure and age did not have any notable impact, female CEOs are found to reduce the adversarial impact of supplier-base concentration and are assumed to exercise a voluntary power restraint against the cooperative customer-base.

Структура магистерской диссертации включает в себя введение, три главы, заключение, список использованных источников и приложения. В первой главе рассмотрены теоретические основы формирования и использования прибыли компании. Во второй главе рассмотрен анализ системы управления прибылью, дана финансово-экономическая характеристика предприятия. Проведен анализ прибыльности и дана оценка эффективности системы управления прибылью на предприятии. В третьей главе «Основные проблемы управления прибылью компании и разработка мероприятий по их устранению» предложены и обоснованы основные мероприятия по увеличению эффективности использования производственного потенциала компании, как направления для увеличения прибыли. В заключении сформированы основные выводы. / The structure of the master's thesis includes an introduction, three chapters, conclusion, list of references and appendices. The first chapter examines the theoretical foundations of the formation and use of company profits. In the second chapter, the analysis of the profit management system is considered, the financial and economic characteristics of the enterprise are given. The analysis of profitability is carried out and the assessment of the effectiveness of the profit management system at the enterprise is given. In the third chapter "The main problems of the company's profit management and the development of measures to eliminate them", the main measures are proposed and substantiated to increase the efficiency of using the company's production potential as directions for increasing profits. In conclusion, the main conclusions are formed.

Структура магистерской диссертации включает в себя введение, три главы, заключение, список использованных источников. В первой главе рассмотрены понятие и сущность прибыли, характеристика ее видов, процесс ее формирования, а также этапы и характеристика методов планирования и прогнозирования прибыли на предприятии. Во второй главе проведен анализ финансово-хозяйственной деятельности ООО «УЭХК-ТЕЛЕКОМ» за 2017–2019 гг., рассчитана плановая прибыль на предстоящий отчетный период (2021 год) с использованием основных методов планирования. В третей главе выявлены проблемы и представлены направления развития, оптимизации, совершенствования системы планирования и прогнозирования прибыли ООО «УЭХК-ТЕЛЕКОМ». В заключении сформулированы выводы по проведенному исследованию. / The structure of the master's thesis includes an introduction, three chapters, a conclusion, a list of sources used. The first chapter discusses the concept and essence of profit, the characteristics of its types, the process of its formation, as well as the stages and characteristics of the methods of planning and forecasting profits at the enterprise. The second chapter analyzes the financial and economic activities of OOO UEHK-TELECOM for 2017–2019, calculates the planned profit for the upcoming reporting period (2021) using the main planning methods. In the third chapter, problems are identified and directions of development, optimization, improvement of the planning and profit forecasting system of OOO UEHK-TELECOM are presented. In the conclusion, the conclusions of the study are formulated.

Non-Profit-Organisationen (NPO) stehen vor vielfältigen Herausforderungen, die sie daran hindern, ihre Aufgaben erfolgreich zu erfüllen. Eine dieser Herausforderungen betrifft das Freiwilligenmanagement, das für einen nachhaltigen Betrieb unerlässlich ist. Um sie zu bewältigen, müssen enge Beziehungen zu Freiwilligen aufgebaut, Innovationen unterstützt und Strategien für Planung und Umsetzung entwickelt werden. Die digitale Transformation kann Probleme lösen und Effizienz, Reichweite sowie Transparenz verbessern, aber ihre Einbindung in den Non-Profit-Bereich ist noch begrenzt. Das Ziel dieser Masterarbeit besteht darin, die operativen Feinheiten von NPO zu erforschen, wobei der Fokus auf Herausforderungen, insbesondere im Freiwilligenmanagement, liegt. Erschlossen werden soll, wie die Digitalisierung Lösungen bieten kann. Angestrebt wird, auf Basis der Forschungsergebnisse umsetzbare Maßnahmen zu entwickeln und die Forschungsfrage zu beantworten: Wie ist das Freiwilligenmanagement in NPO organisiert, und welche Möglichkeiten der Digitalisierung können genutzt werden?:Zusammenfassung Abstract Inhaltsverzeichnis Abbildungsverzeichnis Tabellenverzeichnis 1. Einleitung 1.1. Forschungsgrundlage und Relevanz der Arbeit 1.2. Forschungsfragen und Ziele der Arbeit 1.3. Überblick zum Aufbau der Arbeit 2. Theoretischer Teil 2.1. Digitale Transformation in Organisationen 2.2. Non-Profit-Organisationen 2.3. Freiwilligenmanagement in Non-Profit-Organisationen 2.4. Status quo: digitales Freiwilligenmanagement in Non-Profit-Organisationen 3. Methodik 3.1. Ausgewählte Methode 3.2. Untersuchungsgruppe: Profil der Interviewten 3.3. Ablauf der praktischen Untersuchung 4. Ergebnisse 4.1. Quantitative Ergebnisse 4.2. Qualitative Ergebnisse nach Teilfragen 4.2.1. Nutzung und Zufriedenheit 4.2.2. Probleme und Lösungen auf Basis der digitalen Transformation 4.2.3. Herausforderungen in der Freiwilligenarbeit und Digitalisierungstreiber 4.2.5. Verbesserungspotenziale und Auswirkungen 4.2.6. Einfluss ehrenamtlicher Arbeit auf die digitale Transformation 5. Diskussion 5.1. Zusammenfassung der Ergebnisse 5.2. Erklärung und Interpretation der Ergebnisse 5.3. Einschränkungen der Untersuchung 5.4. Empfehlungen für zukünftige Forschung 6. Fazit Literaturverzeichnis Anhang Eidesstattliche Erklärung / Non-profit organizations (NPOs) face a variety of challenges that prevent them from successfully fulfilling their missions. One of these challenges concerns volunteer management, which is essential for sustainable operations. Overcoming it requires building strong relationships with volunteers, supporting innovation and developing strategies for planning and implementation. Digital transformation can solve problems and improve efficiency, reach and transparency, but its integration in the non-profit sector is still limited. The aim of this master's thesis is to explore the operational intricacies of NPOs, focusing on challenges, particularly in volunteer management. The aim is to explore how digitalization can offer solutions. The aim is to develop implementable measures based on the research findings and to answer the research question: How is volunteer management organized in NPOs, and what opportunities for digitalization can be used? For this purpose, a mixed methods approach combining quantitative measurements and qualitative interviews is used. The findings resulting from this integrated approach provide differentiated insights into the world of NPOs, in particular into volunteer management. The resulting discussion serves to summarize the interpretative analysis of the data and contextualize the findings based on the existing literature on digitalization in NPOs. Focusing on the possible integration of digital solutions in volunteer management, the project aims to identify ways to overcome challenges in non-profit organizations and thus contribute to the ongoing discourse on the importance and impact of digital transformation in the non-profit sector:Zusammenfassung Abstract Inhaltsverzeichnis Abbildungsverzeichnis Tabellenverzeichnis 1. Einleitung 1.1. Forschungsgrundlage und Relevanz der Arbeit 1.2. Forschungsfragen und Ziele der Arbeit 1.3. Überblick zum Aufbau der Arbeit 2. Theoretischer Teil 2.1. Digitale Transformation in Organisationen 2.2. Non-Profit-Organisationen 2.3. Freiwilligenmanagement in Non-Profit-Organisationen 2.4. Status quo: digitales Freiwilligenmanagement in Non-Profit-Organisationen 3. Methodik 3.1. Ausgewählte Methode 3.2. Untersuchungsgruppe: Profil der Interviewten 3.3. Ablauf der praktischen Untersuchung 4. Ergebnisse 4.1. Quantitative Ergebnisse 4.2. Qualitative Ergebnisse nach Teilfragen 4.2.1. Nutzung und Zufriedenheit 4.2.2. Probleme und Lösungen auf Basis der digitalen Transformation 4.2.3. Herausforderungen in der Freiwilligenarbeit und Digitalisierungstreiber 4.2.5. Verbesserungspotenziale und Auswirkungen 4.2.6. Einfluss ehrenamtlicher Arbeit auf die digitale Transformation 5. Diskussion 5.1. Zusammenfassung der Ergebnisse 5.2. Erklärung und Interpretation der Ergebnisse 5.3. Einschränkungen der Untersuchung 5.4. Empfehlungen für zukünftige Forschung 6. Fazit Literaturverzeichnis Anhang Eidesstattliche Erklärung

Deciding on the appropriate level of customer service remains an important area of research. In the current service environment where competition is ubiquitous, the importance of identifying and retaining key customers is of paramount importance. As such, the concept of customer delight, which refers to a profoundly positive emotional state experienced by the customer, has developed. Unfortunately, much remains unknown regarding customer delight. In response to this dearth of research, the current study focuses on delight from multiple perspectives utilizing multiple methods. Thus, this dissertation adds to the emerging knowledge base of customer delight in three areas: first, assessing what delight represents to the employee; second, investigating its impact on the employee; and third, examining what delight represents to the customer. To gain this knowledge, three separate essays were written. A summary of each is below. In Essay 1 (Chapter 2), the goal was to gain an appreciation of delight from the employee’s viewpoint. Through the use of a qualitative technique where critical incidents were content analyzed, several themes emerged. First, employees evaluate delight differently then customers. Second, employees experience elevated affective states after providing delight. Finally, employees seem to exhibit customer-oriented behaviors after a delightful encounter. With these key themes in mind, Essay 2 (Chapter 3) utilized structural equation modeling, which is a quantitative method that helps investigate relationships among variables. Findings indicated that employees did in fact experience elevated levels of affect, as well as commitment, satisfaction, and customer-oriented behaviors. After investigating the effects of delight on the employee, it was necessary to evaluate what exactly delights the customer. Utilizing the aforementioned qualitative method, Essay 3 (Chapter 4) provides several themes regarding the customer perspective: first, there are both cognitive and affective routes to delight; second, both the disconfirmation paradigm and the needs-based model are appropriate for understanding delight; and third, employee affect and effort are key drivers of delight. Taken together, the findings provide a more complete understanding of the focal construct, as well, as articulating specific behaviors that lead to perceptions of delight. Finally, this dissertation evaluates the important employee outcomes that result from providing delight.

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