Discovering the “customer annoyance iceberg” through evidence controlling

There is no doubt about the relevance of complaint management for customer retention. But complaint management-objectives can only be achieved if complaints registered by the firm give a comprehensive view of the annoyances perceived by customers. In fact, a considerable share of annoyed customers do not complain and many complaint articulations are not registered. Because of these “unvoiced” and “hidden” complaints, registered complaints show only the tip of the “annoyance iceberg” leading to misinterpretations and wrong allocation decisions. As a countermeasure, the concept of evidence-controlling is developed in this paper. Relevant key figures are identified, effective information gathering is demonstrated and managerial implications and open research questions are discussed.     

Schlechter Wein in alten Schläuchen—Eine Replik auf Helmedag

In der Januarausgabe des WIRTSCHAFTSDIENST ver?ffentlichten wir einen Aufsatz von Professor Fritz Helmedag über die „Abh?ngigkeit der Besch?ftigung von Steuern, Budgetdefiziten und L?hnen“. Hierzu eine Replik von Professor Bernd Lucke und eine Erwiderung von Professor Fritz Helmedag.     

Ist der Fahrplan der Energiewende noch einzuhalten?

The German energy transition represents a policy-driven, sustainability-oriented restructuring of both supply- and demand-side components of the entire energy system by 2050. Whereas the development of renewable energies in the electricity sector is right on track, due to the feed-in tariffs of the German Renewable Energy Sources Act, many other crucial requirements for a successful transition are not, amongst others the improvement of energy effi ciency and the decarbonisation of the transport sector. Contrary to the public discussion, the primary future challenges do not consist in limiting electricity prices or abandoning feed-in support schemes, but rather in coordinating the variety of actors as well as appropriately matching the different system elements (grids, technologies, energy sectors, demand and supply side, etc.). Much remains to be done. By highlighting some examples like the need to take into account future implications of climate change for the energy sector, the consequences of the current crisis in the European Union’s emissions trading scheme and the need for a cautious adjustment of the EEG, the paper argues that the major challenges regarding the German energy transition mainly go beyond the current policy-driven and short-term discussion of energy prices. Germany’s pioneering attempt to integrate steadily increasing share of non-dispatchable electricity from renewable sources is challenging the stability of the system. Several characteristics in the current selfregulating system are identifi ed and analysed, which reveal themselves as potential weaknesses or shortcomings in the upcoming system.     

Welfare-optimal trade and competition policies in small open oligopolistic economies

Standard trade theory claims that free trade is welfare-enhancing. We show that this is not the case if at least one sector of the economy is a Cournot oligopoly. In a simple small open economy with one oligopolistic and one competitive sector, welfare is an inverted U-shaped function of tariffs. Hence, an optimal tariff rate can be determined. The optimal rate depends on the number of firms in the oligopolistic sector. Below the optimal level, the competitive sector overproduces, i.e. oligopolistic good have a higher marginal effect on welfare. Increasing tariff rates stimulate the production of the oligopolistic sector by dampening imports. Under balanced trade, this reduces exports and production in the competitive sector, thus shifting resources to oligopolistic goods production. We also find that given certain levels of protection, perfect competition is not welfare maximal and, hence, not desirable. The finding explains why developing economies with imperfect competition are often reluctant to embrace trade liberalization and why, conversely, countries with high levels of external protection may be unenthusiastic about competition theory.     

The robustness of PREFMAP-2

A simulation study on the possibilities to reproduce a ‘true’ rank order of preferences and an underlying configurational structure of weighted distances between ideal points and real stimulus objects by PREFMAP-2 (Phase 2) is performed. Eleven hypotheses are evaluated with respect to three measures of reproduction quality. The results are mainly derived from three-way analyses of variance. Input rank orders can be reproduced quite well. This is not true for the underlying configurational designs, from which input rank orders are thought to be derived. Cluster designs, small numbers of stimulus objects and error are main effects to limit the quality of the results.     

Granularity of Services

Service-oriented architectures are widely discussed as a design principle for application and enterprise architectures. Nevertheless, an adequate granularity of services has not yet been researched sufficiently from an economic perspective. The finer the granularity to realize the functions of a process, the higher the number of services is, and the more effort has to be directed towards composing them. In contrast, very coarse-grained services bear the disadvantages of higher implementation costs and lower reuse potential (e.g., in different processes). The aim of the decision model proposed in this paper is to determine an adequate granularity of services from an economical perspective. Thus, degrees of freedom, which often exist for the choice of granularity after a domain analysis, can be leveraged to realize a cost-efficient solution. We illustrate the applicability and practical benefits of the decision model with an example from the context of a financial services provider.