THE STRATEGIC IMPORTANCE OF AFTER-SALES SERVICES FOR THE INSURANCE OF GROWTH IN CUSTOMER-VALUE-ORIENTED MANAGEMENT: AN OBSERVATION OF SMALL- AND MEDIUM-SIZED INDUSTRIAL GOODS MANUFACTURERS

Small and medium-sized companies in the investment goods industry find themselves more and more often confronted with radical changes in the conditions of their business environments. The access to one dimensional growth just by selling physical products is becoming increasingly limited. Traditional means are suffering of a constant loss of effectiveness. But even though it has been shown that there are enormous chances in the area of after-sales services in this industry, small- and medium-sized industrial goods manufacturers obtain only about 25% of their turnover with services, due to an insufficient strategic involvement of this topic. On the basis of a long term perspective and against the background of the discussions on stakeholder integration, strategic business segments and the customer-lifetime-value, this paper focuses on the different possibilities of accessing new market potentials by combining and analyzing the implications of different strategic perspectives on after-sales-services and their effects on the customer-lifetime-value.After-Sales Services; Investment goods industry; Capital goods; Strategic marketing; Strategic business segment.

Development and Validation of a Fall Questionnaire for Patients with Parkinson’s Disease

Abstract: Background: In Parkinson’s disease, postural instability and falls are of particular socioeconomic relevance. Although effective fall prevention and the prophylaxis of fall-related injuries depend on low-threshold symptom monitoring, validated instruments are lacking. Objectives: To develop a self-report questionnaire for the assessment of falls, near falls, fear of falling, fallrelated injuries, and causes of falls for patients with Parkinson’s disease (PwPD). - Methods: A pool of potential items was generated from a literature review and by discussion in an expert panel. The first version of the Dresden Fall Questionnaire (DREFAQ) was tested in a group of German-speaking movement disorder specialists as well as PwPD. The resulting 5-item questionnaire was assessed in a validation cohort of 36 PwPD who documented fall events and near-fall events in a calendar for 3 months and completed the DREFAQ at the end of the study. The questionnaire was subsequently used in a separate cohort of 46 PwPD to determine test–retest reliability and confirm the factor structure. - Results: The DREFAQ showed good internal consistency (Cronbach’s α = 0.84) and good test–retest reliability (intraclass correlation coefficient, 0.76; 95% confidence interval, 0.60–0.86). The total DREFAQ score showed good concurrent validity with fall events (Spearman’s ρ = 0.82) and near-fall events (Spearman’s ρ = 0.78) as determined by fall and near-fall diaries. Factor analysis revealed a 2-factor structure composed of near falls with fear of falling and severe falls with injuries. - Conclusions: The DREFAQ is a reliable and valid 5-item questionnaire for determining the incidence of falls, near falls, fear of falling, fall-related injuries, and causes of falls in PwPD