Customer satisfaction in industrial markets: dimensional and multiple role issues

TL;DR: In this article, the authors propose a strategic customer experience management framework to capture the complexity of B2B service interactions and discuss the value of outcomes-based measurement, which is based on value-in-use, outcome-based measures and big data.

TL;DR: In this paper, an integrated model of customer satisfaction measurement specific to a business-to-business context is presented, which addresses the unique challenges inherent in this context by incorporating learnings from customer satisfaction, organizational buying behavior and relationship marketing.

TL;DR: In this article, the authors explored the customers' view of relevant solution criteria in the capital goods industry and found that the relevance of these processes differs across the most important members of the buying center (users, buyers, and deciders) due to their specific organizational function.

TL;DR: In this paper, the authors extended Festge and Schwaiger's (2007) model of customer satisfaction with industrial goods by accounting for unobserved heterogeneity, and applied a novel response-based segmentation approach in partial least squares path modeling (PLS-PM) for the effective identification of distinctive customer segments.

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.