In Folge von Globalisierung und der damit einhergehenden Zunahme von Wettbewerbsintensitätund Kostendruck versuchen immer mehr Unternehmen den steigenden Anforderungender Märkte mittels Verlagerung von Geschäftsprozessen in Niedriglohnländer gerecht zuwerden. So verspricht man sich vom...

Ziel der vorliegenden Fallstudie ist es, Herausforderungen und Erfolgsfaktoren beim Exportwissensintensiver Dienstleistungen aufzuzeigen sowie daraus Implikationen für das Managementabzuleiten. Die Ergebnisse basieren auf einer Befragung von 15 Mitarbeitern der deutschenNiederlassung eines...

Recently, academics have shown interest and enthusiasm in the development and implementation of stochasticcustomer base analysis models, such as the Pareto/NBD model and the BG/NBD model. Using the informationthese models provide, customer managers should be able to (1) distinguish active...

As a consequence of implementing revenue management systems, many service firms (e.g., airlines, hotels, carrentals) systematically overbook capacity, thus striving to maximize the revenue at one particular point in time (i.e.,one flight, one night, and one day). The academic literature has not...

Predicting a customer´s future behavior could provide many opportunities fora firm to manage its customer relationships. It could decide whether to concentrate on those customers who have a long predicted lifetime value or on those who are already high-value customers.[...]

Previous research has extensively studied the determinantsof customer loyalty and switching behavior but hasgiven little attention to what happens after a customerhas switched away froma service provider. In this article,the perhaps most important manifestation of suchpostswitching...