In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

This paper briefly reviews recent empirical studies on the economic behaviour of lone mothers concentrating on the duration of lone motherhood, on labour supply, and on the determinants of their welfare participation. We start out by sketching some stylised facts about lone-mother-families in...

The purpose of this study is to provide a broader, economic perspective on customer value management. By developing an efficiency-based concept of customer value we aim at contributing to the presently underrepresented research field of marketing economics. The customer value concept is utilized...

Zhang and Bartels (1998) show formallyhow DEA efficiency scores are affected by sample size. They demonstratethat comparing measures of structural inefficiency between samplesof different sizes leads to biased results. This note arguesthat this type of sample size bias has much wider...

[ger] Schätzung eines vollständigen Systems der Güternachfrage und des Arbeitsangebots für eine Stichprobe französischer Haushalte, . von Richard Blundell, François Laisney, Matthias Ruth.. . Um ein vollständiges Nachfragesystem zu erhalten, das mit dem Treffen von Entscheidungen uber den...

This study applies a Super Efficiency Data Envelopment Analysis model to evaluate the efficiency of cars sold on the German market. Efficiency is conceptualized from a customers' perspective as a ratio of outputs that customers obtain from a product relative to inputs that customers have to...

The purpose of this study is to provide a broader, economic perspective on customer value management. By developing an efficiency-based concept of customer value we aim at contributing to the presently underrepresented research field of marketing economics. The customer value concept is utilized...

This paper explores a selection of recently proposed bootstrapping techniques to estimate non-parametric convex (DEA) cost frontiers and efficiency scores for transit firms. Using a sample of Norwegian bus operators, the key results can be summarised as follows: (i) the bias implied by...

Various attempts to assess the performance of German hospitals have generated a wide range of estimates regarding their efficiency. These attempts were based on different, often rather small data sets consisting of heterogeneous hospitals; the techniques applied range from simple benchmarking...