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Using Multivariate Statistics

by J. Biggs and C. Tang, Maidenhead, England,
Open University Press, 2007, 360 pp., £29.99, ISBN-13: 978-0-335-22126-4

Teaching for quality learning at university

Structural equation modeling (SEM) is a multivariate statistical framework that is used to model complex relationships between directly observed and indirectly observed (latent) variables. SEM is a general framework that involves simultaneously solving systems of linear equations and encompasses other techniques such as regression, factor analysis, path analysis, and latent growth curve modeling. Recently, SEM has gained popularity in the analysis of complex genetic traits because it can be used to better analyze the relationships between correlated variables (traits), to model genes as latent variables as a function of multiple observed genetic variants, and to assess the association between multiple genetic variants and multiple correlated phenotypes of interest. Though the general SEM framework only allows for the analysis of independent observations, recent work has extended SEM for the analysis of data on general pedigrees. Here, we review the theory of SEM for both unrelated and family data, describe the available software for SEM, and provide examples of SEM analysis.

Structural Equation Modeling

As the previous chapter indicates, there has been a significant shift in advanced economies from manufacturing to information and knowledge services. Knowledge itself is growing ever more specialized and expanding exponentially. Information and communication technology is transforming the nature of how work is conducted and the meaning of social relationships. Decentralized decision making, information sharing, teamwork, and innovation are key in today’s enterprises. No longer can students look forward to middle class success in the conduct of manual labor or use of routine skills – work that can be accomplished by machines. Rather, whether a technician or a professional person, success lies in being able to communicate, share, and use information to solve complex problems, in being able to adapt and innovate in response to new demands and changing circumstances, in being able to marshal and expand the power of technology to create new knowledge, and in expanding human capacity and productivity.

Defining Twenty-First Century Skills

The Critical Incident Technique (CIT) has been used in a variety of service contexts in recent years to explore ser- vice research issues and has been instrumental in advanc- ing our understanding of these issues. Despite the popularity of this methodology, no published research syn- thesis systematically examines this research. The primary purpose of this study is to review the use of the CIT method in service research to (a) help current and future research- ers employing the CIT method to examine their method- ological decisions closely and (b) suggest guidelines for the proper application and reporting of the procedures in- volved when using this method. The study provides an overview of the CIT method, reports the results of a re- search synthesis conducted of 141 CIT studies appearing in service marketing and management publications, dis- cusses implications for service research, and suggests guidelines for researchers employing this method.

/pdf/the-critical-incident-technique-in-service-research-1rnuqd00cu.pdf

The Critical Incident Technique in Service Research

Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on relationship quality. Based on a review of the literature, a conceptual model has been developed that links trust and commitment to relationship quality. A number of research hypotheses have been formulated to examine the relationships proposed. The paper presents the model developed and discusses some empirical findings from a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia. In particular, the two levels of relationships (salesperson and store level) are examined from the customer’s perspective, using structural equation modelling (LISREL VIII). Concludes with a discussion of the implications of the study and provides directions for future research.

An examination of the relationship between trust, commitment and relationship quality

This paper empirically examined the role of emotional satisfaction in service encounters. Specifically, this study seeks to: investigate the relationship between emotional satisfaction and key concepts, such as service quality, customer loyalty, and relationship quality, and clarify the role of emotional satisfaction in predicting customer loyalty and relationship quality. In doing so, this study used the relationship between emotional satisfaction, service quality, customer loyalty, and relationship quality as a context, as well as data from a sample survey of 1,261 Australian retail customers concerning their evaluation of their shopping experiences to address this issue. The results show that service quality is positively associated with emotional satisfaction, which is positively associated with both customer loyalty and relationship quality. Further investigations showed that customers' feelings of enjoyment serve as the best predictor of customer loyalty, while feelings of happiness serve as the best predictor of relationship quality. The findings imply the need for a service firm to strategically leverage on the key antecedents of customer loyalty and relationship quality in its pursuit of customer retention and long‐term profitability.

/pdf/the-role-of-emotional-satisfaction-in-service-encounters-w7qvirtf5w.pdf

The role of emotional satisfaction in service encounters

This paper examines the effect of retail store environment variables on consumer impulse buying behavior. Specifically, we propose two separate effects of in-store point-of-purchase (POP) posters on shoppers' impulse purchase behavior in a supermarket setting in China. The first effect relates to the informative function of in-store POP posters (i.e., promoting discounts and cheaper prices). This can also be termed as the promotionaleffect. The second effect deals with the atmosphere engagement (i.e., enjoyment, modern, and attractiveness) conveyed by in-store POP posters. This can also be referred to as the atmosphericeffect. We subsequently test and confirm the proposed effects using a survey data obtained from mall respondents in a supermarket setting in China. The results provide important insights to the formulation of strategic retail marketing stimuli. Further discussion and managerial implications are provided.

Consumer Impulse Buying and In-Store Stimuli in Chinese Supermarkets

Educators have long debated the usefulness (or otherwise) of final examinations; a debate that has typically revolved around the relative merits of closed-book exams, open-book exams, take-home exams or their substitution by some other assessment format (eg, project work). This paper adds a new dimension to the debate by considering how the final examination assessment instrument might be enhanced through harnessing the power of technology, more specifically, how the learner experience of the final examination might be made more authentic and, in the process, more constructively aligned with stated learning outcomes. The authors report on the latest findings of an ongoing research project evaluating the effectiveness of ‘open-book, open-web’ (OBOW) examinations delivered by an online university, vis-a-vis a closed-book, invigilated alternative. Earlier research had indicated that the OBOW model receives the strong endorsement of students in a number of respects, most particularly the quality of the learning outcomes. [ABSTRACT FROM AUTHOR]

The efficacy of final examinations: A comparative study of closed‐book, invigilated exams and open‐book, open‐web exams

Purpose – The purpose of this study is to examine consumer perceptions of their shopping experience in a retail environment.Design/methodology/approach – Based on the literature, a model of relationship strength is developed and empirically tested with a sample of consumers in a chain departmental store setting in Victoria, Australia. The model investigates the effect of service quality, trust, and commitment on relationship strength. The model then seeks to explore the impact of relationship strength on attitudinal outcomes such as relationship quality and behavioral outcomes such as customer loyalty. Interrelationships among these variables are also considered. The data are analysed using LISREL VIII as the proposed research model consists of a simultaneous system of equations having latent constructs and multiple indicators.Findings – Overall, the findings were consistent with hypotheses from the marketing/management literature. Empirical support is provided for the relationship between service quality...

Understanding the quality of relationships in consumer services: A study in a retail environment

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