Measuring customer value and satisfaction in services transactions,scale development,validation and cross‐cultural comparison

Customer value and customer satisfaction are pivotal but at the same time elusive concepts in services marketing theory. This paper focuses on discussing the relationship between these two concepts. We propose operationalization by developing and testing scales, especially operational indicators, for important dimensions and drivers of the services‐value construct. A multitrait‐multimethod design is used to test the robustness of the operationalization. Furthermore, a cross‐cultural data set is used to explore country influences using confirmatory factor analysis and structural equation models. Results indicate that the measurement construct is robust and useful in country‐comparative studies.     

Wearables – a new chance for private insurance companies from the underwriting view

Wearables are small personal minicomputers for the registration of biometric and medical data. Using this information, the insurance industry hope to get new sales possibilities of new products. The underwriting procedure will be facilitated. The possibilities of these modern devices are presented and open questions are discussed. The future use of Big data offers different chances for the insurance industry.     

What Makes Humans Economically Distinctive? A Three-Species Evolutionary Comparison and Historical Analysis

The fundamental problem, of what makes humans economically distinctive, is addressed here by using a highly focused cross-species analysis to examine the evolution of property relations. Chimpanzees and bonobos are compared with mobile human foragers, and it is argued that our egalitarian political practices, in conjunction with variance-reduction practices we applied prehistorically to large-game meat consumption, led to a critical evolutionary transformation. The transition began with private property at the ancestral level, but ended with humans having not only private property, but communal property. This revised version was published online in July 2006 with corrections to the Cover Date.     

The impact of different fibre access network technologies on cost,competition and welfare

Using a novel approach to the evaluation of new network technologies that combines an engineering cost model with a differentiated multi-player oligopoly model with wholesale access regulation this article evaluates the choice among different Fibre-to-the-Home (FTTH) architectures. The cost modelling relies upon an engineering bottom-up approach that feeds into a competition model. For addressing competition the pyramid model was chosen, which is an extension of the Hotelling model to multiple firms/services. The paper solves for price setting Nash equilibria between an incumbent, wholesale-access-based entrants and cable as an additional fully integrated network competitor. Welfare tradeoffs are highlighted with respect to cost differences and QoS differences between the various FTTH architectures and between the modes of regulation. According to the analysis architectures that can be unbundled (and that allow for greater speeds) outperform, from a social welfare perspective, architectures that (realistically) allow only for bitstream access.     

The game plan for aligning the organization

Better-aligned operational and strategic plans and a better balance of supply and demand bring tangible benefits to firms. However, functional departments in firms often operate without vertical and horizontal alignment. The outcomes are delays and amplification of the information flow, suboptimal corporate plans, uncoordinated reactions within the business, insufficient operational flexibility, and discrepancies in supply and demand. Sales and operations planning (S&OP) can circumvent these negative consequences and align the organization. Our multi-method research develops a holistic S&OP maturity model that firms can use for the assessment of their internal S&OP processes and shows the pathway to an integrated S&OP approach for the achievement of a better-aligned organization. We present a case study of a medium-sized, Swiss-based pharmaceutical company that has recently implemented S&OP to highlight why companies implement S&OP, the prerequisites and roadblocks encountered during implementation, and the benefits envisioned and achieved. Finally, we reveal the great relevance of the topic by means of a questionnaire survey which shows that organizations’ current S&OP performance is underdeveloped and that many improvements are indispensable to enjoy all benefits associated with the alignment process.     

An economic analysis of the EU Commission’s proposal for a new consumer credit directive

The debate on ratification or revision of the proposed new Consumer Credit Directive continues. The European Parliament neither rejected nor approved the Commission’s proposal at the plenary session on November 5, 2003. While the Commission insists on defending the merits of the proposal, the LAC Rapporteur Würmeling calls for a complete modification. This article is intended to serve as a navigation guide past the holes and obstacles on the winding ratification path.     

What really matters: Discounting, technological change and sustainable climate

This paper discusses the interplay between the choice of the discount rate, greenhouse gas mitigation and endogenous technological change. Neglecting the issue of uncertainty it is shown that the Green Golden Rule stock of atmospheric carbon is uniquely determined, but is not affected by technological change. More generally it is shown analytically within the framework of a reduced model of integrated assessment that the optimal stationary stocks of atmospheric carbon depend on the choice of the discount rate, but are independent of the stock of technological knowledge. These results are then reinforced numerically in a fully specified integrated assessment analysis.     

Separating Leadership from Pay

Performance management and incentive systems can play an important role in shaping a company's culture and promoting internal collaboration. Yet, in an uncertain and rapidly evolving world that rewards organizations for agility, performance management systems based on a single individual overall rating are being viewed with growing skepticism; and the once common practice of tying pay directly to such ratings is being reconsidered—and in many cases abandoned. But when carrying out this process of “separating leadership from pay,” companies must commit to providing employees with extensive ongoing feedback, as well as significant opportunities for development and growth that are not linked directly to financial rewards. In place of traditional bonus schemes whose payoffs are tied to individual performance measures, the authors also recommend the use of company‐wide bonus plans—similar in spirit to the General Motors plan described earlier in this issue—that reflect a philosophy of “sharing success” that aims to encourage and reinforce a culture of collaboration and agility. But for compensation plans built around sharing success to be effective, careful attention should be given to the “quality” of the results achieved. This can be accomplished by supplementing the use of Key Performance Indicators—such as, for example, economic profit—with the use of so‐called “boundary” KPIs—such as the percentage of satisfied clients—for which a minimum threshold must be met.     

Gender Inequality and Growth in Europe

In this paper, we will briefly review the existing literature on the growth impacts of gender gaps and assess its relevance for the European situation. We will show that gender gaps in education in Europe are unlikely to play an important role for economic performance, but that gender gaps in employment appear to impose a significant efficiency cost in European countries where the gaps are large.