Customer satisfaction is an important metric to predict customer behavior and as a result firms' profitability. Expectations of a product's performance serve as a reference point against which customers evaluate their satisfaction with the products' actual performance. However, what is the...

This work offers new insights into the determinants of service offshoring across countries and across service industries. Combining different data sources over the 2006-2009 period, I find that certain country characteristics affect offshoring costs for all services, while the effects of other...

In this paper, it is argued that ICT investment is closely linked with complementary innovations and most productive in firms with innovative experience. In an analysis based on firm-level panel data covering the period 1994-99, system GMM estimates for an extended production function framework...

This study analyses relative sectoral investment patterns in EU regions. In an exploratory spatial data analysis, spatial clusters of high relative investments can be identified for some sectors. In the econometric analysis, we control for heteroscedasticity and potential endogeneity and find...

This paper aims at providing business survey analysts with simple econometric tools to quantify qualitative survey data. We extend the traditional and commonly applied method proposed by Carlson and Parkin (1975) to capture observable survey respondent heterogeneity. We also discuss...