The aim of this paper is to define a new approach for the analysis of data collected by means of SERVQUAL questionnaires which is based on the generalized cross entropy (GCE) approach. In this respect, we firstly give a short review about the important role that SERVQUAL plays in the analysis of...

The paper provides a procedure aimed at obtaining more interpretable second-order models estimated with the partial least squares-path modeling. Advantages in interpretation stem from the separation of the two sources of influence on the data. As a matter of fact, in hierarchical models effects...