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Assessing Heterogeneity in Customer Satisfaction Studies : Across Industry Similarities and within Industry Differences

Rigdon, Edward; Ringle, Christian M.; Sarstedt, Marko; … - 2014

Purpose – Revisiting Fornell et al.’s (1996) seminal study, this chapter looks at the evidence for observed and unobserved heterogeneity within data underlying the American customer satisfaction index (ACSI) model. Examining data for two specific industries (utilities and hotels) reveals...

Persistent link: https://www.econbiz.de/10014149553

Relationship marketing, customer satisfaction and loyalty : a theoretical and empirical analysis from an Asian perspective

Ndubisi, Nelson Oly; Malhotra, Naresh K.; Chan Kok Wah - In: Journal of international consumer marketing 21 (2009) 1, pp. 5-16

Persistent link: https://www.econbiz.de/10003890671

Examining uncertainty avoidance, relationship quality, and customer loyalty in two cultures

Ndubisi, Nelson Oly; Malhotra, Naresh K.; Ulas, Dilber; … - In: Journal of international consumer marketing 24 (2012) 5, pp. 320-337

Persistent link: https://www.econbiz.de/10009778699

Measuring consumer design perceptions for digital divices : a multi-dimensional scale

Mishra, Abhishek; Dash, Satyabhushan; Malhotra, Naresh K.; … - In: The journal of brand management : an international journal 22 (2015) 7, pp. 603-630

Persistent link: https://www.econbiz.de/10011392992

A two-dimensional model of trust-value-loyalty in service relationships

Chai, Joe Choon Yean; Malhotra, Naresh K.; Alpert, Frank - In: Journal of retailing and consumer services 26 (2015), pp. 23-31

Persistent link: https://www.econbiz.de/10011347848