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

1 Scopus citations

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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All Science Journal Classification (ASJC) codes

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

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