SEM-based customer satisfaction measurement : (Record no. 27588)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 02153naa a2200205uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 8091916233210 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211164326.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 080919s2008 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | WESTLUND, Anders H. |
| 9 (RLIN) | 19634 |
| 245 10 - TITLE STATEMENT | |
| Title | SEM-based customer satisfaction measurement : |
| Remainder of title | on multicollinearity and robust PLS estimation |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire, UK : |
| Name of publisher, distributor, etc. | Taylor & Francis, |
| Date of publication, distribution, etc. | July-August 2008 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | The performance of companies is traditionally rated by financial performance measures, such as EBITDA, EBIT, ROCE, cash-flow, etc. However, the use of non-financial performance criteria, such as human capital, brand equity, customer asset and environmental performance, as valuation tools additional to the financial performance measurement, has increased over recent years. Information on non-financial performance is used in Balanced Scorecards for corporate control of business units, and is reported internally as well as externally. One way of rating and assessing the customer asset is through customer satisfaction measurements. Some national indices for rating customer satisfaction have been developed over the last decade. One example is the European Performance Satisfaction Index (EPSI Rating), which has conducted surveys since 1997. Within the framework of EPSI Rating, Partial Least Squares (PLS) is applied as the common statistical method. The hypothesis of PLS being robust against various statistical specification problems, such as multicollinearity, is an important argument for using PLS. The aim of this article is to examine the effects on PLS estimates of the inner relations in a Structural Equation Model (SEM), when introducing multicollinearity in the data. This is done through Monte Carlo simulations. Overall, the simulations confirm the robustness hypothesis |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | KÄLLSTRÖM, Mari |
| 9 (RLIN) | 35614 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | PARMLER, Johan |
| 9 (RLIN) | 35615 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total quality management & business excellence |
| Related parts | 19, 7-8, p. 855-869 |
| Place, publisher, and date of publication | Oxfordshire, UK : Taylor & Francis, July-August 2008 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20080919 |
| Operator's initials, OID (RLIN) | 1623^b |
| Cataloger's initials, CIN (RLIN) | Tiago |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20081209 |
| Operator's initials, OID (RLIN) | 1030^b |
| Cataloger's initials, CIN (RLIN) | Zailton |
No items available.
