People are not always rational, rely on heuristics and are influenced by situational factors being conducive to biased decisions. Hence, the decision outcome cannot be explained by consumers’ preferences exclusively. This offers opportunities to service managers to steer the decision outcome into a desirable direction by a beneficial design of situational factors. In contrast to the discussed opportunities, situational factors can also become a pitfall for researchers and managers. I show that situational factors may compromise the validity of research results based on self reports in a service context, because the reported scores of research participants may be biased. Three perspectives related to service management are distinguished in this thesis: First, the customer independently of the service provider; second, the interaction of customer and service provider; third, the service provider independently of the customer. From the perspective of the customer, I investigate the impact of different defaults in a customization process on the decision outcome of different types of customers. From the perspective of the customer and service provider interaction, I point out a new solution to overcome a dilemma related to service productivity. Finally, from the perspective of the service provider, the possible contamination of service related constructs by socially desirable responding is examined.

People are not always rational, rely on heuristics and are influenced by situational factors being conducive to biased decisions. Hence, the decision outcome cannot be explained by consumers’ preferences exclusively. This offers opportunities to service managers to steer the decision outcome into a desirable direction by a beneficial design of situational factors. In contrast to the discussed opportunities, situational factors can also become a pitfall for researchers and managers. I show that situational factors may compromise the validity of research results based on self reports in a service context, because the reported scores of research participants may be biased. Three perspectives related to service management are distinguished in this thesis: First, the customer independently of the service provider; second, the interaction of customer and service provider; third, the service provider independently of the customer. From the perspective of the customer, I investigate the impact of different defaults in a customization process on the decision outcome of different types of customers. From the perspective of the customer and service provider interaction, I point out a new solution to overcome a dilemma related to service productivity. Finally, from the perspective of the service provider, the possible contamination of service related constructs by socially desirable responding is examined.

Dargelegt wird die historische Entwicklung des Gerichtswesens, die Besonderheit der Stadt Radeberg mit ihrer städtischen Gerichtsbarkeit und ihrem Richtplatz, gegenüber der Stellung des Amtes mit eigenem Gericht und Richtplatz. Die Richtplätze des Amtes und der Stadt existierten also zeitlich parallel, der „Radeberger Galgenberg“ (der heutige Brauereiberg) hat nichts mit dem Richtplatz des Amtes Radeberg am Schießhaus zu tun, sie wurden auch nicht gemeinsam genutzt. Das Amt Radeberg war Gerichtsherr, vertreten durch den Amt- bzw. Justizamtmann, der lange Zeit aus der Familiendynastie Langbein kam. Der bekannteste war wohl Ernst Ludwig Langbein (1734 - 1824), der ab 1756 Amtmann und von 1787 bis zu seinem Tode 1824 Justizamtmann war.