QME

, Volume 6, Issue 3, pp 257–277

Non-normal simultaneous regression models for customer linkage analysis

  • Jeffrey P. Dotson
  • Joseph Retzer
  • Greg M. Allenby
Article

Abstract

Simultaneous systems of equations with non-normal errors are developed to study the relationship between customer and employee satisfaction. Customers interact with many employees, and employees serve many customers, such that a one-to-one mapping between customers and employees is not possible. Analysis proceeds by relating, or linking, distribution percentiles among variables. Such analysis is commonly encountered in marketing when data are from independently collected samples. We demonstrate our model in the context of retail banking, where drivers of customer and employee satisfaction are shown to be percentile-dependent.

Keywords

Bayesian analysis Customer satisfaction 

JEL classification

C11 C31 M31 

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Copyright information

© Springer Science+Business Media, LLC 2007

Authors and Affiliations

  • Jeffrey P. Dotson
    • 1
  • Joseph Retzer
    • 2
  • Greg M. Allenby
    • 1
  1. 1.Fisher College of BusinessOhio State UniversityColumbusUSA
  2. 2.Maritz ResearchGraftonUSA

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