摘要
本文研究构成型外部关系模型在用户满意度测量模型中的应用问题。作者分析了常见用户满意度测量模型中各个结构变量的外部关系,说明模型中某些结构变量符合构成型模型的要求。作者进一步将预期质量和感知质量的外部关系定义为构成型模型,并分析实际数据。结果说明,针对用户满意度测量模型中的某些结构变量采用构成型模型是合理的,构成型模型可以比反映型模型提供更多的信息。
This paper focuses on application of formative model to customer satisfaction measurement model. The authors discuss the outer relationship of the constructs in popular customer satisfaction measurement model, and illustrate some constructs should be mod- eled as formative. Then authors define the outer relationship of ex- pectation and perceived quality as formative model and analyze the real data. The result shows formative model is reasonable for some constructs in customer satisfaction measurement model and reveals more information than reflective model.
出处
《南开管理评论》
CSSCI
2005年第2期4-8,共5页
Nankai Business Review
