Making customer relationship decisions: Analytics v rules of thumb

This article explores how customer management decisions are made in the leading Nordic retail banks and whether these decisions are driven by mainstream analytical approaches to customer lifetime value available through the banks' CRM systems, or by rule of thumb heuristics. The results indicate that the use of managerial heuristics is surprisingly widespread and, counter-intuitively, that rule of thumb heuristic-based decision making frequently outweighs measures such as customer lifetime value with regard to customer management decisions. The implications are considerable because if successful banks are making widespread use of heuristics, managers and academics would benefit from understanding the conditions under which heuristic decision making can be more successful than an analytic approach. This understanding, in turn, may highlight a limitation of CRM systems and point to a more flexible approach to customer management decisions in which experience-based managerial heuristics modify data from formal CRM systems.     

Global Sustainability Governance and the UN Global Compact: A Rejoinder to Critics

This article takes the critique by Sethi and Schepers (J Bus Ethics, 2013, in this thematic symposium) as a starting point for discussing the United Nations (UNs) Global Compact. While acknowledging the relevance of some of their arguments, we emphasize that a number of their claims remain arguable and are partly misleading. We start by discussing the limits of their proposed framework to classify voluntary initiatives for corporate sustainability and responsibility. Next, we show how a greater appreciation of the historical and political context of the UN Global Compact puts several of their claims into perspective. Finally, we demonstrate that the alleged promise–performance gap rests on a selected and one-sided reading of the initiative. We close by pointing to some challenges that the initiative needs to address in the future.     

The nucleolus of large majority games

Members of a shareholder meeting or legislative committee have greater or smaller voting power than meets the eye if the nucleolus of the induced majority game differs from the voting weight distribution. We establish a new sufficient condition for the weight and power distributions to be equal, and we characterize the limit behavior of the nucleolus in case all relative weights become small.     

The Value of Urban Green Space in Britain: A Methodological Framework for Spatially Referenced Benefit Transfer

A meta-analysis of studies valuing urban greenspace in the UK is undertaken to yield spatially sensitive marginal value functions. A geographical information system (GIS) is used to apply these functions to spatial data detailing the location of such greenspace resources in five British cities. Changes in monetary values are computed for the six future scenarios used in the UK National Ecosystem Assessment for the period 2010–2060. Different degrees of substitutability between urban greenspaces are considered. These findings are then extrapolated to all major British cities to obtain per household and aggregate valuation estimates for each scenario both with and without distributional weights. While subject to a number of shortcomings in both data availability and methodology, this represents the first systematic and comprehensive attempt to value marginal changes in urban greenspace while accounting for spatial heterogeneity.     

Mobility management outside metropolitan areas: case study evidence from North Rhine-Westphalia

In recent years ‘mobility management’—a means of promoting modal shift and alternatives to the journey—has gained importance in continental Europe. Especially in metropolitan areas this approach is seen as a way of improving the effectiveness of traffic system management measures. This paper outlines some key options and constraints of transferring mobility management to rural regions, drawing on evidence gathered from a research and demonstration project currently underway in rural regions of North Rhine-Westphalia. Basic conditions for implementing mobility management in rural regions as well as preliminary findings are presented.     

Social Movement Theory,Collective Action Frames and Union Theory: A Critique and Extension

The publication of John Kelly's Rethinking Industrial Relations in 1998 spawned a growing interest among researchers in exploring how social movement (SM) theory can be used to inform union research, particularly in the context of revitalization/renewal debates. Our starting proposition is that this approach can be extended through an engagement with the larger corpus of SM theory. We focus in particular on the ‘collective action frame’ concept. Drawing on examples used by SM scholars, we illustrate how these concepts can be used to extend and enrich union theory and pose new questions concerning the role of unions.     

Institutional Features of Schooling Systems and Educational Inequality: Cross‐Country Evidence From PIRLS and PISA

Educational opportunities determine the intergenerational mobility of human capital and affect the distribution of earnings on the labour market. This paper aims at explaining cross‐country differences in educational opportunities by features of schooling systems. The theoretical model predicts that a greater differentiation of the schooling system as indicated by streaming and a large share of private schools decreases educational opportunities while more instruction time increases educational opportunities. The empirical results that are based on a difference‐in‐differences estimation approach to control for country‐specific effects support these hypotheses.     

Valuation of reverse mortgages under (limited) default risk

In this paper, we develop a consistent valuation framework for reverse mortgages based on reduced-form intensity models as used in credit risk modelling. Within our modelling framework, we explicitly calculate the probability that the total loan amount exceeds the house value at termination of the contract and derive the maximum payment(s) which can be made to the homeowner under certain constraints. We apply our results to data from the German market and discuss implications for the design of reverse mortgages from a lender's perspective.     

Consequences of perceived risk: Demand for mitigation

The theory of risk society claims that ‘individualisation’ has led social class positions to loose their significance in explaining risk and risk perceptions in late modernity. Using social survey data from England, this proposition was put to an empirical test for three types of risks: income loss, accident or illness, and poor customer service or advice. Regression analyses revealed that class position only affected perceptions of the risk of income loss, whereas the risks of accidents or illness and of poor customer service or advice were strongly shaped by welfare and value orientations. While other indicators of individualisation derived from the data failed to explain variations in risk perceptions, the strongest effect on current risk perceptions was the experience of risk events in the past, and awareness of and drawing on support systems. The findings demonstrate the need for risk theory to differentiate between types of risks and to draw out more clearly their sociological contexts in order to grasp fully the nature of perceptions of risk prevailing in late modern society.