Influence of perceptual metrics on customer profitability: The mediating effect of behavioural metrics

Accountability of marketing actions is a topic of ongoing interest. In accordance with the growing importance of the subject, a multitude of customer metrics has been developed intended to measure and value marketing investments and link their returns to financial results and performance. Managers widely acknowledge the need for quantitative measures of marketing performance but now face the challenge of deciding which metrics to measure and how to interpret them. One of the main difficulties lies in the interdependencies of metrics. Those interdependencies may lead to serious misinterpretation and have been widely neglected in the existing literature. Therefore, this study empirically tests if the influence of customer perceptual metrics (for example, customer satisfaction) on customer profitability persists when customer behavioural metrics are considered. We use data from a large European financial service provider. Our findings support the relevance of mediating effects of customer behavioural metrics (for example, cross-selling ratio) on the relationship between customer perceptual metrics and customer profitability. The article contributes significantly to the body of knowledge about interdependencies between different customer metric combinations by considering direct and indirect links, testing for mediator effects, and evaluating their impact on customer profitability.     

Breakdown concepts for contingency tables

Loglinear Poisson models are commonly used to analyse contingency tables. So far, robustness of parameter estimators as well as outlier detection have rarely been treated in this context. We start with finite-sample breakdown points. We yield that the breakdown point of mean value estimators determines a lower bound for a masking breakdown point of a class of one-step outlier identification rules. Within a more refined breakdown approach, which takes account of the structure of the contingency table, a stochastic breakdown function is defined. It returns the probability that a given proportion of outliers is randomly placed at such a pattern, where breakdown is possible. Finally, the introduced breakdown concepts are applied to characterise the maximum likelihood estimator and a median-polish estimator.     

Further critical reflections on a contribution to the methodological issues debate in accounting

Laughlin's (1995) contribution to the methodological issues debate in accounting (Laughlin R. Empirical research in accounting: alternative approaches and a case for “middle-range” thinking. Accounting, Auditing & Accountability Journal 1995;8(1):53–87.) is often cited. Here, we assess and clarify the contribution, including in reflecting upon some critical reception. We initially provide an overview of Laughlin (1995), enhancing appreciation of this by relating it to prior work. We then appraise some previous critical assessments of Laughlin (1995) and take into consideration Laughlin's interaction therewith. We go on to elaborate our own critical appreciation. We conclude that Laughlin (1995) substantively provides for a number of insights that continue to be positive for the development of research into accounting and related practices. Developing our analysis, we indicate the continuing strengths of a German critical theoretical orientation in researching and developing theoretical appreciation of accounting and related practices today.     

PRIVATIZATION AND LIBERALIZATION: COSTS AND BENEFITS IN THE PRESENCE OF WAGE-BARGAINING

ABSTRACT ** :  The most important economic motive for privatization and liberalization is to reduce costs, which are believed to be higher in a public monopoly for several reasons, including internal rent capture. We assume that there is wage-bargaining both before and after privatization and liberalization. Wages are then in most cases reduced by liberalization but not by privatization as such. Social welfare may increase after liberalization with decentralized wage-bargaining if many firms enter, if the employees' bargaining strength is high and if there is no need of vertical separation. However, the social costs of privatization and liberalization are more likely to dominate despite free entry if sunk costs are high, and will always dominate under central wage-bargaining or vertical separation.     

Accountability and transparency in relation to human rights: A critical perspective reflecting upon accounting, corporate responsibility and ways forward in the context of globalisation

In this paper we critically theorise accountability and transparency, and accounting, in relation to human rights. Consistent with our perspective, we articulate human rights as a complex and very important construct. We link human rights to notions of accountability and transparency (and hence to accounting) and elaborate how theoretical debates and developments in the humanities and social sciences refine but do not displace the argument that governance for human rights is a meaningful pursuit and policy. Indeed, they in some ways promote the mobilisation of accounting in the context. We go on to elaborate further how accounting (we especially focus upon corporate accounting and reporting) may come to the service of human rights. Developing our critical perspective more concretely and positively, we reflect, giving consideration to real world happenings and relevant illustrations, upon the interface of accounting, various actors (especially corporations) and human rights in the context of globalisation. And we reflect upon ways forward.     

US foreign direct investment,macro markets and labour relations: the case of enlarged Europe

The rise of macro markets such as the European Single market recalibrates the relationship between foreign direct investment (FDI) and national locations. Previous research has ignored the impact of macro markets theoretically and empirically. The article therefore challenges conventional wisdom on the impact of national properties on FDI.     

Sensation‐Seeking Attributes Associated with Storm‐Chasing Tourists: Implications for Future Engagement

This study explores recreational storm chasing, a new form of niche tourism. In particular, this study examines sensation‐seeking traits associated with participants' socio‐demographics, storm‐chasing involvement and tour satisfaction levels. Results show that recreational storm chasers scored highest on Experience Seeking and lowest on Boredom Susceptibility sensation‐seeking dimensions. Correlation tests showed that several socio‐demographic, storm‐chasing involvement and tour satisfaction indicators are associated with Thrill and Adventure Seeking, Boredom Susceptibility, and Experience Seeking dimensions. Marketing and management implications of study results also are discussed. Copyright © 2011 John Wiley & Sons, Ltd.     

Electronic customer care: The innovative path to e-loyalty

In this paper, the authors argue that the use of an electronic customer relationship management system (eCRM system) enables traditional ‘physical’ customer proximity to be substituted by ‘digital’ proximity, within the scope of a multi-channel approach. This method of substitution presents enormous potential for cost reduction, profit maximisation and customer loyalty. The main intention of the paper is to illustrate how electronic customer care tools can be used to create customer e-loyalty in the field of private internet banking. The knowledge is supported by findings of a questionnaire survey based on a sample of 45 bank experts involved in eCRM and private internet banking in Germany, Austria, Switzerland and the USA. This empirical study of the capability of electronic customer care technologies to enable individual customer banking relationships in the private internet banking field demonstrates the potential for customer loyalty specifically for the internet channel of distribution.     

Do We Really Need a European Agency for Market Regulation?

In November 2007, the European Commission suggested that an EC regulatory agency should be set up for the telecommunications markets. The following paper examines the key tasks and structure of the proposed agency and identifies the limits to the delegation of powers involved by reflecting on the relevant case law and the existing doctrine. It compares the concept with a recently published rapporteur report to the European Parliament and an alternative model of a joint body of national regulatory authorities. The authors wish to thank Martin Busch, Student of Law and Politics at the University of Bonn, for his valuable assistance.