Torsten J. Gerpott

University of Duisburg-Essen | uni-due · Department of Technology and Operations Management

Zusammenfassung Die Deutsche Telekom ist die mit Abstand größte Betreiberin von Fest- und Mobilfunknetzen in Deutschland. Deshalb kommt ihrer strategischen Positionierung nationale Bedeutung für die Entwicklung der infrastrukturellen Grundlagen der Digitalisierung zu. Nachfolgend wird angenommen, dass diese Positionierung wesentlich durch die Vorst...

AbstractEU and national legislators in the EU continue to generate new regulations, striving to eliminate unfair design patterns in e-commerce, social media and other website user interfaces. This article briefly summarises relevant legal provisions and shows why, despite them, dark design patterns are still frequently found. It concludes that a mo...

Zusammenfassung In der Kommissionierung werden anstelle von Papierlisten (Pick-by-Paper) zunehmend digitale Assistenzsysteme (AS) eingesetzt. Hierzu gehören vernetzte Armbanduhren zur Weitergabe von Auftragsdaten an das Personal während es sich im Lager bewegt, um Produkte zu entnehmen (Pick-by-Watch [PbW]). Bislang hat die Forschung sich auf die e...

Past reviews of studies concerning competitive pricing strategies lack a unifying approach to interdisciplinarily structure research across economics, marketing management, and operations. This academic void is especially unfortunate for online markets as they show much higher competitive dynamics compared to their offline counterparts. We review 1...

Zusammenfassung Die Weltfunkkonferenz 2023 wird die Verwendung von ultrahohen Frequenzen im Bereich 470 bis 694 MHz ab 2031 erörtern. In Deutschland setzen sich Betreibende von 1. Rundfunk- und Kultur-, 2. öffentlichen Mobilfunk- sowie 3. Sicherheits-, Katastrophen- und Landesverteidigungsdiensten dafür ein, dass dieses Funkspektrum vor- oder gleic...

Zusammenfassung Das Telekommunikationsmodernisierungsgesetz führt ab dem 1. Dezember 2021 mit § 72 Telekommunikationsgesetz ein „Glasfaserbereitstellungsentgelt“ für gebäudeinterne Netze befristet ein. Die neue Vorschrift wird erläutert. Sie sollte in eine Richtung weiterentwickelt werden, die Interessen von Mieter:innen, Immobilienunternehmen, Ver...

Zusammenfassung Die vorliegende Studie vergleicht ein Pick-by-Watch (PbW)-System mit dem Pick-by-Paper (PbP)-Verfahren im Hinblick auf fünf objektiv und sieben subjektiv gemessene Dimensionen von Kommissionierleistungen in einem Laborexperiment mit 55 Teilnehmern. Uni- und multivariate Analysen sprechen dafür, dass (1) die Kommissioniergeschwindigk...

By late April 2021, four parties have published their programme for the German federal parliamentary elections (Bundestag) in September 2021. This article provides a critical comparative review of digital and media policy messages presented in these programmes. The Greens cover current topics in the areas of public service and commercial media larg...

Ein „connected car“ ([CC], vernetzter Personenkraftwagen [Pkw]) ist ein Auto, in dem körperliche Funktionseinheiten (Hardware) und zumeist diese Komponenten steuernde digitale Programme (Software) fest eingebaut sind, die unabhängig vom Fahrzeug in dessen Umwelt existierende Informationen digital verarbeiten, um die Fahrsicherheit und -effizienz so...

Zusammenfassung Seit einigen Jahren wird von verschiedenen Seiten empfohlen, nachfrageseitig den Ausbau von Glasfaseranschlüssen in Deutschland mit „Gigabit-Vouchern“ staatlich zu subventionieren. Solche Gutscheine weisen jedoch erhebliche Nachteile auf. Bundes- und Landesregierungen sollten sie deshalb nicht einsetzen.

Zur Unterstützung von manuellen Kommissionierungsprozessen werden derzeit in der Praxis unterschiedlichste Systeme eingesetzt. Der nachfolgende Beitrag systematisiert diese Assistenzsysteme. Außerdem analysiert er den Stand der empirischen Forschung zu deren Leistungsunterschieden im Hinblick auf Fehlerquoten, Kommissionierzeiten und von Aufgabentr...

Based on the ubiquitous availability of broadband networks, music streaming (MS) services have become increasingly popular in the recent past. This holds in particular for MS delivery over cellular mobile communication infrastructures. However, most prior research on MS service proliferation did not focus on mobile music streaming (MMS). MMS differ...

Viele Kommunen in Deutschland fragen sich, ob sie in Glasfaseranschlussnetze investieren sollen, weil private Anbieter nicht bereit sind, flächendeckend leistungsstarke Zugänge zum Internet zu errichten. Ein Verfahren der dynamischen Investitionsrechnung zur Bewertung solcher Infrastrukturprojekte ist die Kapitalwertmethode. In der vorliegenden Fal...

In WiSt-Heft Nr. 4/2019, S. 57–61 wurden der zugrundeliegende Fall und die Aufgabenstellung beschrieben. Nachfolgend wird die Falllösung vorgestellt. Eine ausführliche Excel-Dokumentation der Berechnungen steht unter www.beck-shop.de/1379 kostenlos zum Download bereit.

Management practitioners often assume that raises in the contractual absolute maximum bandwidth of Internet connections increase the attitudinal bonds of customers with their access provider. The present study challenges this perspective: In a sample of up to 752 German-speaking Internet users with a wireline Internet access at home, it explores tw...

So far, management practitioners and scholars alike assume that raises in the contractual absolute maximum bandwidth of Internet connections increase the attitudinal bonds of customers with their access provider. The present study broadens this perspective: In a sample of up to 752 German-speaking Internet users with a wireline Internet access at h...

Zero-rating is the practice of providers of radio-based Internet access for moving telecommunication devices of excluding traffic generated by specific online applications from usage counted towards capped allowances or strictly metered tariffs of their end customers. Worldwide and particularly in the European Union (EU), current regulatory framewo...

Unter Zero-Rating-Angeboten (ZRA) versteht man Tarifvarianten von Anbietern von Internetzugangsdiensten über Fest- oder Mobilfunknetze, bei denen der durch die Nutzung bestimmter (Online‑)Anwendungen erzeugte Internetverkehr nicht auf das Datenvolumen angerechnet wird, das Kunden über ihren monatlichen Grundpreis oder direkt mengenabhängige Preise...

Proactive subscriber churn management strategies of mobile network operators (MNOs) require that steps are taken to keep customers before they hand over a formal notice of termination to their provider. Therefore, several studies have analyzed how MNO customers who gave a termination announcement differ from individuals who did not communicate this...

Purpose In the field of mobile communications services (MCS), it is of importance to segment MCS users to support operators in better tailoring their offers to the needs of specific customer groups. This paper analyzes the suitability of national origin of MCS subscribers to segment residential customers into groups with significantly diverging usa...

In Deutschland werden in den nächsten Jahren die Stromzähler von Millionen von Stromletztverbrauchern und Betreibern dezentraler Energieerzeugungsanlagen durch vernetzte intelligente Messsysteme, die auch als Smart Meter bekannt sind, ersetzt. Vor dem Hintergrund des gesetzlichen Rahmens und der neuen Fähigkeiten von intelligenten Messsystemen werd...

This work analyzes actual payments of consumers who consciously choose a Pay-What-You-Want-(PWYW) offer in a situation in which a posted price substitute was also available. In a between-person field experiment, we sell two types of freshly prepared sweet treats. In the first experimental condition, we offer waffles under PWYW and in parallel crêpe...

Near field communication (NFC) mobile payment systems (MPS) enable customers to use their smartphones for over-the-counter payments instead of cash or magnetic strip cards. To date, worldwide the use of NFC MPS is still a niche application but, at the same time, it is growing quickly. Research exploring how NFC MPS users differ from non-users is sc...

This paper focuses on interdependencies between mobile Internet (MI) usage and mobile voice (MV) calling patterns among residential customers in one member country of the Arabian Gulf Cooperation Council (GCC). The analyzed data set contains usage data of 10,366 postpaid subscribers of a mobile network operator (MNO) in a GCC country over 25 months...

In a Pay What You Want (PWYW) setting companies empower their customers to fix the prices buyers voluntarily pay for a delivered product or service. The seller agrees to any price (including zero) customers are paying. For about ten years researchers empirically investigate customer reactions to and economic outcomes of this pricing method. The pre...

In a Pay What You Want (PWYW) setting companies empower their customers to fix the prices buyers voluntarily pay for a delivered product or service. The seller agrees to any price (including zero) customers are paying. For about ten years researchers empirically investigate customer reactions to and economic outcomes of this pricing method. The pre...

Purpose: To better understand the use intensity of e-government service offerings among citizens, a considerable number of studies have examined correlations between various attitudinal constructs related to such offerings and citizens’ service adoption (intentions). This investigational paper aims to take a different angle by exploring association...

In many countries mobile network operators (MNOs) offer their customers the possibility to pay for digitized content, applications or services which they buy over their mobile smartphone via the carriers? billing systems. To date, customer take-up of this mobile carrier billing (MCB) payment option is predominantly modest. At the same time, there i...

The present article proposes to extend popular psychological frameworks explaining consumer responses to telecommunication device and service offerings by determinants which are geared towards buyers with a migration background. Such potential factors are the strength of identification of migrants with their country of origin (COO) and their countr...

Worldwide, more and more users of mobile communication services (MCS) are in tariffs which decouple the level of customer usage of one or several MCS (voice calls, Internet access, SMS) from the fixed monthly charge of mobile network operators (MNOs). However, consumers may inappropriately subscribe to such a flat rate because other usage-dependent...

This work analyzes relationships between product- and pricing-related attitudes of customers and their choice or rejection of a product offered under the Pay-What-You-Want-(PWYW) pricing mechanism in a situation in which the same supplier simultaneously sells a similar item at a posted price. In a between-person field experiment, we sell two types...

In spite of a multitude of prior empirical investigations on factors explaining variance in company performance after a takeover each single study has typically incorporated only a narrow range of post-acquisition integration (PAI) design subfields. This paper applies a more comprehensive approach by developing hypotheses with regard to correlation...

Purpose Providers of cloud computing storage services (CCSS) charge offers in several unit bundles for a lump sum per bundle. This non-linear pricing approach is known as a bucket-pricing plan (BPP). If a customer exploits the purchased bucket, he/she can opt for the next higher bucket or refrain from further CCSS use. CCSS suppliers are faced with...

Purpose – This paper aims to provide a foundation for firms trying to evaluate the suitability of Internet of Things (IoT)-enhanced offerings against the background of their current portfolio. Currently, quite a number of companies consider revising or extending their portfolio of products and services by incorporating IoT components to achieve co...

Purpose – This paper aims to empirically analyze the extent to which advertising reception among consumers with a migration background (German-Turks) is influenced by a person’s strength of national identifications with his/her country-of-origin (COO) and with his/her country-of-residence (COR). The focus is on Turkey-sensitive advertisements (ads)...

Both the German Federal Chancellor and Minster of Economic Affairs unanimously emphasised at the last “national IT summit” on 18-19 November 2015 that the degree of digitisation in the German economy and society is mediocre when compared internationally, and that in the recent past Germany has even lost ground to other countries regarding the natio...

Mobile network operators (MNOs) make considerable efforts to reduce customer defection (= churn) by trying to motivate customers who announced to cancel their contract at the next legally possible date to withdraw their notification and to sign another postpaid contract or at least to accept a prepaid offer in case that they are unwilling to comple...

Worldwide, the number of people owning a smartphone is growing rapidly. These individuals are able to make voice calls and browse the Internet with the same mobile device. Hence, for mobile network operators (MNOs) the question to what extent mobile Internet (MI) use substitutes or supplements or does not affect established mobile voice (MV) callin...

A valid assessment of the development status of information and telecommunication technologies (ICT) at the country level is of vital importance because a nation’s ICT achievement level is a significant driver of its socio-economic change. A widely used means for such assessments is the ICT development index (IDI) of the International Telecommunica...

Using data of 11526 residential postpaid subscribers of the German subsidiary of a multinational mobile network operator MNO extracted from the firm's customer and billing records, this investigation empirically examines the association between monthly mobile Internet MI data traffic volume generated by consumers and their monthly number of SMS sen...

In digitalen Mobilfunknetzen können Kunden ohne Wechsel ihrer SIM-Karte, ihres Anbieters oder Endgeräts auch dann „nahtlos“ kommunizieren, wenn sie sich im Ausland befinden (= Internationales Roaming). Der vorliegende Beitrag analysiert empirisch Effekte verschiedener Kundenwahrnehmungen und -merkmale auf die Roaming-Nutzungsintensität. Sechs poten...

Using data of 11526 residential postpaid subscribers of the German subsidiary of a multinational mobile network operator (MNO) extracted from the firm’s customer and billing records, this investigation empirically examines the association between monthly mobile Internet (MI) data traffic volume generated by consumers and their monthly number of SMS...

International roaming (IR) makes it possible to conveniently use mobile communication services (MCS) such as voice calling, text messaging and Internet access abroad without the hassle to switch providers, devices or SIM cards. In order to support a competitive intra-European Union (EU) market for IR services, consumers were enabled to buy IR servi...

Due to more than three million people in Germany with a Turkish migration background country-of-origin (COO)-sensitive, designs of offers directed at this customer segment have been implemented by various corporations and discussed in the management literature for quite a while. Unfortunately, to date most publications have a weak empirical foundat...

The literature has already presented quite a number of composite metrics seeking to quantify the achievement level of countries with regard to their telecommunication infrastructures and their use by end customers. However, prior measures suffer from severe shortcomings. Therefore, this paper introduces a new second order overall index assessing th...

Convincing subscribers of mobile network operators (MNOs), who announce to terminate their contract at the next legally possible occasion to revoke their notice, is a challenge in the maturing MNO service industry. Using data for 607,948 postpaid customers of the German subsidiary of a multinational MNO, this study explores differences in contract-...

Angesichts des raschen Anstiegs der Zahl der Perso-nen, die auf das Internet über Mobilfunknetze zugrei-fen, werden vermehrt wissenschaftliche empirische Studien publiziert, welche auf der Individualebene die Intensität der mobilen Internetnutzung an sich sowie deren Bestimmungsfaktoren und betriebswirt-schaftlich bedeutsamen Konsequenzen analysier...

Past scholarly empirical work on consumption interrelationships between various categories of mobile network operator (MNO) services is mainly limited to established short message service (SMS) and voice calling. Research exploring the interplay between the consumption levels of these two MNO-provided services and the use intensity of the novel off...

Purpose – International roaming (IR) makes it possible to conveniently use mobile communication services (MCS) such as MI access abroad without switching providers, devices or subscriber identity module (SIM) cards. To increase the intensity of competition in the intra-European Union market for IR services, customers will be enabled to buy IR voice...

Due to legal requirements and triggered by recent energy policy changes electricity suppliers in Germany do not only offer a single static use price to residential households but also mark et time-, load- or volume-dependent tariff types. So far scientific empirical work on preferences of residential customers regarding these three dynamic electric...

This paper reviews 175 scholarly empirical publications on mobile Internet (MI) usage intensity levels and potential determinants of respective usage behavior at the individual subscriber level. Based on an overview of MI measurement approaches and units evidence on the development of the average MI data volume generated per subscriber over the las...

In Germany companies in numerous industries have targeted consumers with a migration back ground for quite some time with advertisements which deliberately emphasize the country-of-origin (COO) of such individuals. This holds particularly for more than 2.5 million people in Germany with roots in Turk ey. Nevertheless, scientific empirical publicati...

In many business sectors interactions between existing customers and companies are mainly handled via call centers (CC). Therefore, it is important to develop an empirically substantiated understanding of direct and indirect sources of customer satisfaction with the care experienced in CC encounters. The present paper develops hypotheses on direct...

Technical progress in the field of information and telecommunication ITC technology enables insurers to offer pay-as-you-drive PAYD motor liability insurances, which take vehicle-specific accident risks into account to derive risk adequate individualised insurance rates. There is a dearth of research concerning customer perception-based factors, wh...

As part of the move toward renewable energy sources in Germany it is expected that an increasing number of residential households will be equipped with communication-capable electricity metering systems (="smart meters" [SM]). SM cause considerable investment and operating expenses. For providers of such systems one avenue to recoup SM costs is to...

To date, the majority of mobile network operator (MNO) customers have not used mobile Internet (MI) offerings. Therefore, it is important to gain a better understanding of (1) how MNO customers perceive MI attributes, (2) how these perceptions are related to MI acceptance, and (3) the extent to which these judgments differ as a function of an indiv...

Auch in Deutschland kommen kommunikationsfähige Messsysteme (KMS oder „Smart Meter“) für Strom im Verbund mit zeitlichen Differenzierungen von kWh-Arbeitspreisen zunehmend bei privaten Haushaltskunden zum Einsatz. Dennoch liegen bislang kaum Erkenntnisse zu Präferenzen dieser Kunden im Hinblick auf die Gestaltung von KMS-Tarifelementen und von zeit...

This work explores personal characteristics and mobile Internet (MI) use behaviors of consumers equipped with four distinct types of advanced handsets for accessing the Internet via cellular radio infrastructures of mobile network operators (MNO). Furthermore, it investigates the extent to which personal and mobile appliance characteristics explain...

Prior research on adopters of ubiquitous Internet access via cellular radio infrastructures of mobile network operators (MNO) has primarily focused on consumers equipped with enhanced web-enabled phones. In contrast, this work investigates personal characteristics and mobile Internet (MI) use behaviors of consumers who chose computer-centric applia...

To date, the majority of mobile network operator (MNO) customers have not used mobile Internet (MI) offerings. Therefore, it is important to gain a better understanding of (1) how MNO customers perceive MI attributes, (2) how these perceptions are related to MI acceptance, and (3) the extent to which these judgments differ as a function of an indiv...

The present study analyzes (1) how customers of mobile network operators (MNO) perceive attributes of mobile Internet (MI) offers, (2) how these perceptions are related to MI acceptance and (3) the extent to which these judgments and relationships differ as a function of an individual’s adoption status (actual compared to potential MI user) and the...

In many business sectors interactions between existing customers and companies are mainly handled via call centres (CC). The present paper develops hypotheses on direct and indirect associations between eight features of customer interactions with CC response systems and agents on the one hand and care satisfaction of calling customers on the other...

Advanced pay-as-you-drive (PAYD) insurances entail the collection, the analysis, and frequently the mobile radio-network based transmission of trip and car data to take vehicle-specific accident risks into account when deriving liability insurance rates. An online-survey of 517 German-speaking car drivers was conducted to estimate via limit conjoin...

Pay-As-You-Drive-(PAYD-)Versicherungen beinhalten die Erfassung, Auswertung und oft über Mobilfunknetze realisierte Übertragung von Fahrdaten für Personenkraftwagen (Pkw), um so das fahrzeugspezifische Unfallrisiko in die Kalkulation von Pkw-Haftpflichtversicherungspreisen einfließen zu lassen. Die PAYD-Grundidee wird zwar seit langem in Wissenscha...

Zusammenfassung „Pay-As-You-Drive“ (PAYD) Konzepte für Pkw-Haftpflichtversicherungen sehen vor, dass tatsächliche Fahrverhaltens- und -situationsdaten über Fahrzeugsensoren und Ortungssysteme erfasst und ausgewertet werden, um einzelfallspezifisch Prämien zu bestimmen, die dem Risikoprofil von Versicherungsnehmern (VN) besser entsprechen als herköm...

Diese Arbeit entwickelt 11 Hypothesen zu Einflüssen von sechs kundenbezogenen Konstrukten auf die Bereitschaft von privaten Mobilfunkkunden, standortbezogene Mobilfunkdienste (SBM) zu nutzen. Die Hypothesen werden in einer Stichprobe von 217 Mobilfunkkunden in Deutschland, die an einer standardisierten Online-Befragung teilnahmen, überprüft. PLS-An...

This article develops 11 hypotheses on impacts of six customer characteristics on an individual’s willingness to use mobile location based services (LBS). Hypotheses are tested in a sample of 217 mobile communications customers in Germany who participated in a standardized online-survey. PLS analysis suggests that reported frequency of “on the move...

Most research on the first adoption and subsequent use (= acceptance) of Internet access through cellular networks and portable appliances (= mobile Internet) has followed a similar pattern. It has employed survey responses of mobile network operator [MNO] customers to explain consumers’ stated future use (continuance) intentions or claimed use int...

Prior literature argues that the choice of a mobile voice service tariff, which is financially non-optimal for an individual, has detrimental impacts on customer loyalty and satisfaction. Unfortunately, extant work has not yet examined the extent to which effects of tariff-type suitability on customer satisfaction hold for Mobile Internet (MI) acce...

Ethnic marketing, i.e. the adaptation of marketing mix instruments to target segments derived from the country of origin of consumers, is an integral part of the marketing research and practice in established immigration countries. Despite the considerable economic importance of consumers with a migration background in Germany there is a scarcity o...

Although demand for Internet access through cellular networks and portable appliances, i.e. Mobile Internet (MI), has recently soared in many countries, the majority of mobile network operator (MNO) customers has still never used MI. Therefore, it is important to gain a better understanding of (1) how MNO customers perceive attributes of MI offers,...

The present paper contains a meta-analysis of 42 empirical studies that correlate employee job satisfaction and customer satisfaction for a total of 52,966 corporate sector employees. Overall, the sample size-weighted and measurement error corrected mean correlation between employee satisfaction (ES) and customer satisfaction (CS) amounted to 0.32....

Die vorliegende Arbeit stellt eine Metaanalyse von 42 zwischen 1985 und 2010 publizierten empirischen Studien bereit, die Beziehungen zwischen Mitarbeiterzufriedenheit (MiZu) und Kundenzufriedenheit (KuZu) statistisch fuer insgesamt 52.966 Beschaeftigte von Wirtschaftsorganisationen untersucht haben. UEber alle Untersuchungen belaeuft sich die um S...

The present paper contains a meta-analysis of 42 empirical studies that correlate employee job satisfaction and customer satisfaction for a total of 52,966 corporate sector employees. Overall, the sample size-weighted and measurement error corrected mean correlation between employee satisfaction (ES) and customer satisfaction (CS) amounted to 0.32....

Unter Innovationen von Unternehmen versteht man Produkte, Dienstleistungen, Herstellungsverfahren und Führungsinstrumente (= „Sozialinnovationen“), die ein Unternehmen erstmals anbietet bzw. verwendet und die somit zumindest für das Unternehmen, häufig aber auch für dessen Kunden, Wettbewerber oder Zulieferer zum Erstnutzungszeitpunkt sich qualitat...