Cross-channel integration – is it valued by customers?

It has been common for retail companies to use multiple channels simultaneously. However, simultaneous use is only the first step in creating a customer-centric multichannel system that demands channel synergies rather than parallel retail formats. Therefore, the perceived integration of customer-related functions and processes between the channels of multichannel systems is analyzed with respect to its significance for customer loyalty and usage of a multichannel system. Drawing on a sample (n) of 981 customers, the results indicate that linkages between retail channels positively affect customer loyalty and verify the importance of establishing a well-integrated – ‘seamless’ as perceived by the customer – multichannel system.     

Innovations in the international financial markets

The appearance of the international financial markets is changing rapidly; new instruments are constantly being hatched and marketed, often with considerable success. However, the ingenuity of the markets does not always meet with applause; the banking supervisory authorities and central banks view the rapid pace of innovation with concern and the banking community also displays occasional unease. On balance, do the positive aspects outweigh the negative ones?     

Consumer dissatisfaction — Search for causes and alleviation outside the marketplace

This paper is an attempt to provide a theoretical basis for the design of new, more effective, directions for institutions and consumer leaders whose goal is the alleviation of today's widespread dissatisfaction among consumers. In contrast to the common assumption that consumer dissatisfaction is caused by inequalities and imperfections in the marketplace, the author introduces, and defends by use of the framework of E. R. G. theory, the concept that a large portion of the dissatisfaction experienced and expressed by an individual in the area of material consumption reflects his dissatisfaction with need fulfillment at the higher level of interpersonal relationships. The new concept suggests that the most effective route to greater satisfaction among consumers is not likely to be found in increased consumption opportunities through higher incomes and/or better deals in a more perfect marketplace, but in improved satisfaction of relatedness needs.

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Zusammenfassung Der Beitrag versucht, einen neuen Ansatz zur Verringerung der Unzufriedenheit von Verbrauchern theoretisch zu begründen. Im Gegensatz zu der sonst üblichen Annahme, daß Verbraucherunzufriedenheit auf Unzulänglichkeiten von Produkten und Märkten zurückgeht, wird hier die Auffassung vertreten, daß sie weitgehend auf unzureichender Befriedigung von Bedürfnissen nach zwischenmenschlichen Beziehungen beruht. Diese Auffassung wird bedürfnistheoretisch (mit der E. R. G.-Theorie) abgeleitet. Sie legt nahe, daß höhere Zufriedenheit von Verbrauchern nicht so sehr durch bessere Marktbedingungen, bessere Produkte oder höhere Einkommen erreicht werden kann, als vielmehr durch verbesserte Möglichkeiten zur Befriedigung von zwischenmenschlichen Beziehungen.

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Gerhard W. H. Scherf is an Associate Professor at University of Guelph, Department of Consumer Studies, Guelph, Ontario, Canada N1G 2 W1.     

Inflation und Schuldenabbau

The European Central Bank (ECB) recently announced its willingness to do whatever is needed to save the euro. This has raised the question whether such a role of the ECB must lead to higher rates of infl ation. Under current recessive macroeconomic conditions in the eurozone, the ECB’s expansionary monetary policy will not lead to higher infl ation. On the contrary, there is a serious danger of defl ation. Higher infl ation would likely occur only if a permanent stabilisation function were assigned to the ECB. Yet historical examples show that mistakes can be made. During the stagnation in Japan, US economists heavily criticised the Bank of Japan’s timid monetary policy response. But in some sense, current Fed policy seems to be a direct copy of that strategy, caused by uncertainty about the proper communication channel. An infl ation tax could help to bring down the mounting public debt in the wake of the fi nancial crisis, but higher wealth taxes have more transparent distributional effects.     

Diffusion and scale dynamics: A case study

This paper examines the relationship between the diffusion of a major process innovation, oxygen steel-making, and the growth of plant sizes. As in some previous studies, a step-wise pattern of scale increases is observed; however, there is no stable correlation of these increases to cumulative capacity expansion, maximum plant sizes appear to have stabilized, and plants of widely dispersed capacities continued to be built as oxygen steel-making became the dominant technique, world-wide. Factors responsible for scale increase are analyzed; steadily growing equipment size, the addition of equipment to existing plants, and a wide range of minor innovations and adaptations have contributed to growth in plant capacities; in most instances, scale-up continued after the beginning of operations. It is concluded that the frequently-used concept of an optimal, or maximum feasible, plant scale remains ambiguous without reference to the specific technical and economic conditions of production systems, and that plant-size increases are fully dependent on continuing technological effort.     

Minimum Wages and Collective Bargaining: What Types of Pay Bargaining Can Foster Positive Pay Equity Outcomes?

Using data from interviews and collective agreements in five European countries, this article analyses the relationship between collective bargaining and the minimum wage. In a context of changing minimum wage policy and competing government objectives, the findings illuminate how pay bargaining strategies of trade unions and employers shape the pay equity effects of minimum wage policy. Two general forms are identified: direct responses to a changing national minimum wage, and responses to the absence or weakness of a national minimum wage. The article explains how particular intersections of minimum wage policy and collective bargaining, together with country and sector contingencies, shape the form of pay bargaining and pay equity outcomes.     

Proportional Odds Models with High‐Dimensional Data Structure

The proportional odds model is the most widely used model when the response has ordered categories. In the case of high‐dimensional predictor structure, the common maximum likelihood approach typically fails when all predictors are included. A boosting technique pomBoost is proposed to fit the model by implicitly selecting the influential predictors. The approach distinguishes between metric and categorical predictors. In the case of categorical predictors, where each predictor relates to a set of parameters, the objective is to select simultaneously all the associated parameters. In addition, the approach distinguishes between nominal and ordinal predictors. In the case of ordinal predictors, the proposed technique uses the ordering of the ordinal predictors by penalizing the difference between the parameters of adjacent categories. The technique has also a provision to consider some mandatory predictors (if any) that must be part of the final sparse model. The performance of the proposed boosting algorithm is evaluated in a simulation study and applications with respect to mean squared error and prediction error. Hit rates and false alarm rates are used to judge the performance of pomBoost for selection of the relevant predictors.     

Administrative tradition and management reforms: a comparison of agency chief executive accountability in four Continental Rechtsstaat countries

This article investigates perceived accountability patterns of national agencies’ chief executives in four countries with a Rechtsstaat tradition and tests theoretical expectations about potential tensions between managerial reforms and administrative values using survey data (N = 453). All countries combine old and new forms of accountability requirements, while legal and financial accountability have not been replaced with results accountability. Switzerland and the Netherlands score highest on results accountability, though in combination with legal and financial accountability, which are dominant in Germany and Austria. Nation-specific characteristics seem more important for core values of public administration than generic characteristics of the Rechtsstaat model.