The Crisis in Telecommunications Carrier Liability

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Michael Einhorn, Riaz Siddiqi

This book assembles current knowledge about the economics and technology of electricity transmission, the focus being on current issues that are vital to utilities, other power producers, regulators, system planners, and electricity users. It will appeal to anyone who has an interest in understanding the complexities and problems surrounding the transmission of electricity in a market that is becoming increasingly deregulated and competitive.

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Michael A. Crew, Joseph C. Schuh

Markets, Pricing, and Deregulation of Utilities examines the effects of deregulation on the energy and telecommunications industries in an economic environment that has changed dramatically since deregulation was first introduced in those industries several years ago. The contributors to this book discuss the aspects of deregulation that appear to be succeeding and those that seem to be failing. Within that framework, they offer insight as to the possible next stages of regulatory restructuring and reform. The contents of this book provide a strong theoretical base leading to a better understanding of markets, pricing, and deregulation by utility managers, regulators, and economists.

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Alireza Faed

This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.

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Berend Wierenga, Gerrit Bruggen

Marketing management support systems are designed to make marketing managers more effective decision makers in this electronic era. Developments in information technology have caused a marketing data explosion, but have also provided a powerful set of tools that can transform this data into applicable marketing knowledge. Consequently, companies are making major investments in such marketing decision aids. This book is the first comprehensive, systematic textbook on marketing management support systems. The basic issue is the question of how to determine the most effective type of support for a given marketing decision maker in a particular decision situation. The book takes a demand-oriented approach. Decision aids for marketing managers can only be effective if they match with the thinking and reasoning process of the decision makers who use them. Consequently, the important questions addressed in this book are: how do marketing managers make decisions; how can marketing management support systems help to overcome several (cognitive) limitations of human decision makers; and what is the most appropriate type of management support system for assisting the problem-solving methods employed by a marketing decision-maker?