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首页> 外文期刊>Journal of Business Market Management >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
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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

机译：我们是否充分理解了客户对工业产品满意的关键成功因素？ -扩展Festge和Schwaiger的模型以解决未观测到的异质性

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摘要

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.
机译：本文通过解释未观察到的异质性，扩展了Festge和Schwaiger（2007）的客户对工业产品满意度的模型。新颖的基于响应的细分方法在局部最小二乘路径建模（PLS-PM）中的应用-有限混合局部最小二乘（FIMIX-PLS）方法-为有效识别独特的客户群开辟了道路。与该领域的先前研究相比，特定于群体的路径模型估计值揭示了每个客户群的特定特征以及其他差异化发现。因此，这一贡献表明，在汇总数据级别上进行结构方程模型研究可能会严重误导人们，并为针对特定细分市场的客户满意度分析提供了有力的依据。

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