Journal ArticleDOI
The optimal number of response alternatives for a scale: A review.
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A conceptual framework employing the distinction between stimulus-centered and subject-centered scales is presented as a basis for reviewing 80 years of literature on the optimal number of response scales.Abstract:
A conceptual framework employing the distinction between stimulus-centered and subject-centered scales is presented as a basis for reviewing 80 years of literature on the optimal number of response...read more
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Knowledge and the Speed of the Transfer and Imitation of Organizational Capabilities: An Empirical Test
Udo Zander,Bruce Kogut +1 more
TL;DR: In this paper, the authors show that the degree of codification and how easily capabilities are taught has a significant influence on the speed of transfer of knowledge and capabilities across country borders.
Journal ArticleDOI
A Meta-analysis of Cronbach's Coefficient Alpha
TL;DR: The authors empirically document the magnitudes of alpha coefficients obtained in behavioral research, compare these obtained values with guidelines and recommendations set forth by individuals such as Nunnally (1967, 1978), and provide insights into research design characteristics that may influence the size of coefficient alpha.
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Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics
Vikas Mittal,Wagner A. Kamakura +1 more
TL;DR: In this paper, a conceptual model for relating satisfaction ratings and repurchase behavior is presented, based on the premise that ratings observed in a typical customer satisfaction survey are error-prone measures of the customer's true satisfaction, and they may vary systematically on the basis of consumer characteristics.
Journal ArticleDOI
Service quality, profitability, and the economic worth of customers: What we know and what we need to learn
TL;DR: In this paper, the authors synthesize recent evidence and identify relationships between service quality and profits that have been and need to be examined, and they view the literature in six categories: (1) direct effects of service quality on profits; (2) offensive effects; (3) defensive effects, (4) the link between perceived service quality with purchase intentions; (5) customer and segment profitability; and (6) key service drivers of services quality, customer retention, and profitability.
Journal ArticleDOI
Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics
Vikas Mittal,Wagner A. Kamakura +1 more
TL;DR: In this paper, a conceptual model for relating satisfaction ratings and repurchase behavior is presented, based on the premise that ratings observed in a typical customer satisfaction survey are error-prone measures of the customer's true satisfaction, and they may vary systematically on the basis of consumer characteristics.
References
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Journal ArticleDOI
Coefficient alpha and the internal structure of tests.
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.
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Attitudes Can Be Measured
TL;DR: In this paper, the authors propose a method to measure the attitude of a group on a specified issue in the form of a frequency distribution, where opinions are allocated to different positions on the base line in accordance with the attitudes which they express.
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Estimation of the reliability of ratings
TL;DR: In this article, a procedure for estimating the reliability of sets of ratings, test scores, or other measures is described and illustrated, based upon analysis of variance, which may be applied both in the special case where a complete set of ratings from each ofk sources is available for each ofn subjects, and in the general case wherek 1,k 2,k 3,k 4,k 5,k 6,k 7,k 8,k 9,k 10,k 11,k 12,
Journal ArticleDOI
Further Evidence on Response Sets and Test Design
TL;DR: The authors found that the most widely found response sets are acquiescence (tendency to say "yes", "no", "agree", "disagree", and "indifferent", and similar biases in favor of a particular response when certain fixed alternatives are offered.
Journal ArticleDOI
Multivariate information transmission
TL;DR: It is shown that sample transmitted information provides a simple method for measuring and testing association in multi-dimensional contingency tables and relations with analysis of variance are pointed out.