Do we fully understand the critical success factors of customer satisfaction with industrial goods? - Extending Festge and Schwaiger's model to account for unobserved heterogeneity

Sarstedt, M; Schwaiger, M; Ringle, C

Do we fully understand the critical success factors of customer satisfaction with industrial goods? - Extending Festge and Schwaiger's model to account for unobserved heterogeneity

Sarstedt, M Schwaiger, M Ringle, C

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Publisher:: Gabler Verlag
Publication Type:: Journal Article
Citation:: Journal of Business Market Management, 2009, 3 (3), pp. 185 - 206
Issue Date:: 2009-01

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Field	Value	Language
dc.contributor.author	Sarstedt, M	en_US
dc.contributor.author	Schwaiger, M	en_US
dc.contributor.author	Ringle, C	en_US
dc.date.issued	2009-01	en_US
dc.identifier.citation	Journal of Business Market Management, 2009, 3 (3), pp. 185 - 206	en_US
dc.identifier.issn	1864-0753	en_US
dc.identifier.uri	http://hdl.handle.net/10453/10041
dc.description.abstract	This paper extends Festge and Schwaiger's (2007) model of customer satisfaction with industrial goods by accounting for unobserved heterogeneity. The application of a novel responsebased segmentation approach in partial least squares path modeling (PLS-PM) - the finite mixture partial least squares (FIMIX-PLS) methodology - opens the way for the effective identification of distinctive customer segments. In comparison to previous studies in this field, group-specific path model estimates reveal each customer segment's particular characteristics as well as other differentiated findings. Hence, this contribution demonstrates that structural equation modeling studies on the aggregate data level can be seriously misleading and makes a strong case for segment- specific customer satisfaction analyses.	en_US
dc.publisher	Gabler Verlag	en_US
dc.relation.ispartof	Journal of Business Market Management	en_US
dc.title	Do we fully understand the critical success factors of customer satisfaction with industrial goods? - Extending Festge and Schwaiger's model to account for unobserved heterogeneity	en_US
dc.type	Journal Article
utslib.citation.volume	3	en_US
utslib.for	1503 Business and Management	en_US
utslib.for	1505 Marketing	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	closed_access
pubs.consider-herdc	true	en_US
pubs.issue	3	en_US
pubs.volume	3	en_US

Abstract:

This paper extends Festge and Schwaiger's (2007) model of customer satisfaction with industrial goods by accounting for unobserved heterogeneity. The application of a novel responsebased segmentation approach in partial least squares path modeling (PLS-PM) - the finite mixture partial least squares (FIMIX-PLS) methodology - opens the way for the effective identification of distinctive customer segments. In comparison to previous studies in this field, group-specific path model estimates reveal each customer segment's particular characteristics as well as other differentiated findings. Hence, this contribution demonstrates that structural equation modeling studies on the aggregate data level can be seriously misleading and makes a strong case for segment- specific customer satisfaction analyses.

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http://hdl.handle.net/10453/10041