Non-normal simultaneous regression models for customer linkage analysis |
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Authors: | Jeffrey P Dotson Joseph Retzer Greg M Allenby |
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Institution: | (1) Fisher College of Business, Ohio State University, Columbus, OH, USA;(2) Maritz Research, Grafton, WI, USA |
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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.
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Keywords: | Bayesian analysis Customer satisfaction |
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