000			02153naa a2200205uu 4500
001			8091916233210
003			OSt
005			20190211164326.0
008			080919s2008 xx ||||gr |0|| 0 eng d
100	1		_aWESTLUND, Anders H. _919634
245	1	0	_aSEM-based customer satisfaction measurement : _bon multicollinearity and robust PLS estimation
260			_aOxfordshire, UK : _bTaylor & Francis, _cJuly-August 2008
520	3		_aThe 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		_aKÄLLSTRÖM, Mari _935614
700	1		_aPARMLER, Johan _935615
773	0	8	_tTotal quality management & business excellence _g19, 7-8, p. 855-869 _dOxfordshire, UK : Taylor & Francis, July-August 2008 _xISSN 14783363 _w
942			_cS
998			_a20080919 _b1623^b _cTiago
998			_a20081209 _b1030^b _cZailton
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c27588 _d27588
041			_aeng