In this article an application-oriented approach to analyze the cost of conformance of services, i. e. ‘cost of customer satisfaction’, is presented. Contrary to quality costing methods in manufacturing industries, which are concerned about objective quality standards, services have to...

Revenue cap regulation is often combined with systematic benchmarking to reveal the managerial inefficiencies when regulating natural monopolies. One example is the European energy sector, where benchmarking methods are based on actual cost data, which are influenced by managerial inefficiency...