Do We Fully Understand the Critical Success Factors of Customer Satisfaction with Industrial Goods? - Extending Festge and Schwaiger’s Model to Account for Unobserved Heterogeneity

Sarstedt, Marko ; Schwaiger, Manfred und Ringle, Christian M. (2009): Do We Fully Understand the Critical Success Factors of Customer Satisfaction with Industrial Goods? - Extending Festge and Schwaiger’s Model to Account for Unobserved Heterogeneity. In: Journal of Business Market Management, Bd. 3, Nr. 3: S. 185-206

Abstract

This paper extends Festge and Schwaiger’s (2007) model of customer satisfaction with industrial goods by accounting for unobserved heterogeneity. The application of a novel response-based segmentation approach in partial least squares path modeling (PLS-PM) - the finite mixture partial least squares (FIMIX-PLS) methodology - opens the way for the effective identification of distinctive customer segments. In comparison to previous studies in this field, group-specific path model estimates reveal each customer segment’s particular characteristics as well as other differentiated findings. Hence, this contribution demonstrates that structural equation modeling studies on the aggregate data level can be seriously misleading and makes a strong case for segment-specific customer satisfaction analyses.

• Dokumententyp: Zeitschriftenartikel
• Keywords: customer satisfaction; unobserved heterogeneity; partial least squares path modeling (PLS-PM); finite mixture partial least squares (FIMIX-PLS); customer segments
• Fakultät: Betriebswirtschaft > Institut für Marketing
• Themengebiete: 300 Sozialwissenschaften > 330 Wirtschaft
• ISSN: 1864-0753
• Sprache: Englisch