Repository logo
  • English
  • Deutsch
Log In
or
  1. Home
  2. HSG CRIS
  3. HSG Publications
  4. Capturing Heterogeneity in Customer Satisfaction Models: A finite Mixture PLS Approach
 
  • Details

Capturing Heterogeneity in Customer Satisfaction Models: A finite Mixture PLS Approach

Journal
Schmalenbach Business Review
ISSN
1439-2917
Type
journal article
Date Issued
2002-07-01
Author(s)
Hahn, Carsten
Johnson, Michael
Herrmann, Andreas  
Huber, Frank
Abstract
An approach for capturing unobserved customer heterogeneity in structural equation modeling is proposed based on partial least squares. The method uses a modified finite-mixture distribution approach. An empirical analysis using quality, customer satisfaction and loyalty data for convenience stores illustrates the advantages of the new method vis-à-vis a traditional market segmentation scheme based on well known grouping variables. The results confirm the assumption of heterogeneity in the individuals' perception of the antecedents and consequences of satisfaction and their relationships. The results also illustrate how the finite-mixture approach complements and provides insights over and above a traditional segmentation scheme.
Language
English
HSG Classification
not classified
Refereed
No
Publisher
Verl.-Gruppe Handelsblatt
Publisher place
Düsseldorf
Volume
54
Number
3
Start page
243
End page
269
Pages
27
URL
https://www.alexandria.unisg.ch/handle/20.500.14171/71156
Subject(s)

other research area

Division(s)

ICI - Institute for C...

Eprints ID
2902

here you can find instructions and news.

Built with DSpace-CRIS software - Extension maintained and optimized by 4Science

  • Privacy policy
  • End User Agreement
  • Send Feedback