Customer satisfaction in industrial markets: dimensional and multiple role issues

TL;DR: In this paper, a set of assessment tools, which allow accurate quality assessment of insurance services by using the measurement scale previously developed by Vandaele şi Gemmel for the business-to-business environment, is presented.

TL;DR: In this paper, the authors investigated the influence of antecedent factors such as participation in decision making, communication, termination cost, switching cost and operational cost on retailers' relationship quality in the context of retailers' relationships with their suppliers.

TL;DR: In this article, the authors present a modele explicatif des determinants de la fidelite aux produits culturels des membres d a communaute virtuelle.

TL;DR: In this paper, a general formula (α) of which a special case is the Kuder-Richardson coefficient of equivalence is shown to be the mean of all split-half coefficients resulting from different splittings of a test, therefore an estimate of the correlation between two random samples of items from a universe of items like those in the test.

TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.

TL;DR: A new coefficient is proposed to summarize the relative reduction in the noncentrality parameters of two nested models and two estimators of the coefficient yield new normed (CFI) and nonnormed (FI) fit indexes.

TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.