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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/9877

Title: Analyzing factorial experimental data using PLS: an alternative approach and application in an online complaining context.
Authors: STREUKENS, Sandra
Wetzels, Martin
Daryanto, Ahmad
de Ruyter, Ko
Issue Date: 2010
Publisher: Springer
Citation: Esposito-Vinzi, Vincenzo & Chin, Wynne & Henseler, Jorg & Wand, Huiwen (Ed.) Handbook of Partial Least Squares: Concepts, Methods and Applications.p. 567-587.
Abstract: Structural equation modeling (SEM) can be employed to emulate more traditional analysis techniques, such as MANOVA, discriminant analysis, and canonical correlation analysis. Recently, it has been realized that this emulation is not restricted to covariance-based SEM, but can easily be extended to components-based SEM, or partials least squares (PLS) path analysis (Guinot et al. 2001; Tenenhaus et al. 2005; Wetzels et al. 2005). In this paper we will apply PLS path analysis to a fixed-effects, between-subjects factorial design in a online complaint handling context. The results of our empirical study reveal that satisfaction with online recovery is determined by both the level of procedural and distributive justice. Furthermore, customers’ satisfaction with the way their complaints are handled has a positive influence on the customers’ intentions to repurchase and to spread positive word of mouth. Taking into account the entire chain of effects, we find the influence of justice perceptions on behavioral intentions is almost fully mediated by satisfaction. From a managerial perspective, the results of our study provide insight in how to design effective complaint handling strategies in order to maintain a satisfied and loyal customer base.
URI: http://hdl.handle.net/1942/9877
ISBN: 9783540328254
Category: B2
Type: Book Section
Validation: vabb, 2012
Appears in Collections: Research publications

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