Open Access
Chapter 24 Analyzing Factorial Data Using PLS: Application in an Online Complaining Context
Sandra Streukens,Martin Wetzels,Ahmad Daryanto,Ko de Ruyter +3 more
- 01 Jan 2010
TL;DR: In this paper, the authors apply Partials Least Squares (PLS) path analysis to a fixed-effects, between-subjects factorial design in an online complaint-handling context.
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Abstract: Structural equation modeling (SEM) can be employed to emulate more traditional analysis techniques, such as MANOVA, discriminant analysis, and canon- ical correlation analysis. Recently, it has been realized that this emulation is not restricted to covariance-based SEM, but can easily be extended to components- based SEM, or partials least squares (PLS) path analysis (Guinot et al. 2001; Tenenhaus et al. 2005; Wetzels et al. 2005). In this paper, we will apply PLS path analysis to a fixed-effects, between-subjects factorial design in an online complaint- handling context. The results of our empirical study reveal that satisfaction with online recovery is determined by the level of both procedural and distributive jus- tice. Furthermore, customers' satisfaction with the way their complaints are handled has a positive influence on the customers' intentions to repurchase and to spread pos- itive word of mouth. Taking into account the entire chain of effects, we find that the influence of justice perceptions on behavioral intentions is almost fully mediated by satisfaction. From a managerial perspective, the results of our study provide insight into how to design effective complaint-handling strategies in order to maintain a satisfied and loyal customer base.
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Citations
Using PLS path modeling in new technology research: updated guidelines
TL;DR: This paper presents new developments, such as consistent PLS, confirmatory composite analysis, and the heterotrait-monotrait ratio of correlations, and updated guidelines of how to use PLS and how to report and interpret its results.
Mediation analysis in partial least squares path modeling: Helping researchers discuss more sophisticated models
TL;DR: This study illustrates the state-of-the-art use of mediation analysis in the context of PLS-structural equation modeling (SEM) by challenging the conventional approach to mediation analysis and providing more accurate alternatives.
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Using Partial Least Squares in Operations Management Research: A Practical Guideline and Summary of Past Research
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TL;DR: This study provides a practical guideline for evaluating and using PLS and uses examples from the operations management literature to demonstrate how the specific points in this guideline can be applied.
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Partial least squares path modeling
Jörg Henseler
- 01 Jan 2017
TL;DR: Structural equation modeling (SEM) is a family of statistical techniques that has become very popular in marketing as mentioned in this paper, and it does not come as a surprise that some of the most cited scholarly articles in the marketing domain are about SEM (e.g., Bagozzi and Yi 1988; Fornell and Larcker 1981).
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Partial least squares structural equation modeling-based discrete choice modeling: an illustration in modeling retailer choice
Joseph F. Hair,Christian M. Ringle,Christian M. Ringle,Siegfried P. Gudergan,Andreas Fischer,Christian Nitzl,Con Menictas +6 more
TL;DR: In this article, the importance weights for attributes as a whole, rather than for the attribute's levels, are directly estimated for each attribute, and determinant respondent-specific latent variable scores applicable to attributes are computed.
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