Rejoinder for Market segmentation for customer satisfaction studies via a new latent structure multidimensional scaling model

Jianan Wu, Wayne Desarbo

Research output: Contribution to journalReview article

Abstract

The market segmentation for customer satisfaction via a new latent structure multidimensional scaling model was analyzed. To address the flexibility of measurement, an extension of the researchers methodology was provided by Wu and Padgett in which only performance and expectation are measured while disconfirmation is constructed as a gap between performance and expectation. It was found that this approach reduces the data collection difficulty and cost and increases the survey reliability. The primary benefit derived with this approach is the ability to simultaneously derive a spatial representation of the components of customer satisfaction/dissatisfaction, estimate the appropriate dimensionality, and investigate the impact on overall satisfaction.

Original languageEnglish (US)
Pages (from-to)317-318
Number of pages2
JournalApplied Stochastic Models in Business and Industry
Volume21
Issue number4-5
DOIs
StatePublished - Jul 1 2005

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Market Segmentation
Customer Satisfaction
Customer satisfaction
Scaling
Dimensionality
Flexibility
Methodology
Costs
Model
Estimate
Multidimensional scaling
Market segmentation
Disconfirmation
Dissatisfaction
Data collection

All Science Journal Classification (ASJC) codes

  • Modeling and Simulation
  • Business, Management and Accounting(all)
  • Management Science and Operations Research

Cite this

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Rejoinder for Market segmentation for customer satisfaction studies via a new latent structure multidimensional scaling model. / Wu, Jianan; Desarbo, Wayne.

In: Applied Stochastic Models in Business and Industry, Vol. 21, No. 4-5, 01.07.2005, p. 317-318.

Research output: Contribution to journalReview article

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