The subtle effects of customer surveys on loyalty: an investigation of the consequences of survey nonresponse and survey participation
Gespeichert in:
| 1. Verfasser: | |
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| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
[Vallendar]
2014
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis Inhaltsverzeichnis |
| Beschreibung: | vii, 159 Seiten Diagramme |
Internformat
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Datensatz im Suchindex
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| adam_text | Titel: The subtle effects of customer surveys on loyalty
Autor: Schmidt, Kristina
Jahr: 2014
T able of Contents
Table of Figures v
Table of Tables vii
1 CUSTOMER SURVEYS: A NEUTRAL TOOL
FOR MARKETING RESEARCH? 1
1.1 Relevance and Objectives of Surveys 1
1.2 Effects of Surveying 4
1.3 Nonresponse in Surveys 6
1.4 Research Gaps and Structure of the Dissertation 9
2 LITERATURE REVIEW: THE QUESTION-
BEHAVIOR EFFECT 15
2.1 Main Findings of Prior Research 15
2.2 Theoretical Background in Mere-Measurement
Effect Research 30
3 THEORETICAL BACKGROUND: A
POTENTIAL NON-MEASUREMENT EFFECT 37
3.1 Predictions from Mere-Measurement Effect
Theories 37
3.2 Nonresponse Behavior as a Signal in the
Behavior-Attitude Link 40
3.3 Diagnosticity of Nonresponse Behavior as a
Boundary Condition 44
3.4 Avoiding and Eliminating the Non-
Measurement Effect 46
4 METHODOLOGICAL BACKGROUND:
NONCOMPLIANCE AND CAUSAL
INFERENCE 53
4.1 Treatment Noncompliance 53
4.2 Common Approaches to Treatment
Noncompliance 57
4.3 Causal Approach to Treatment
Noncompliance: Principal Stratification 63
4.4 Causal Conceptualization of the Mere-
Measurement Effect and the Non-
Measurement Effect 73
4.5 Translating Principal Stratification to Structural
Equation Modeling 77
5 STUDIES: CAUSAL EFFECTS OF SURVEYS ON
RESPONDENTS AND NON-RESPONDENTS
LOYALTY 87
5.1 Study 1: Investigating the Non-Measurement
and the Mere-Measurement Effect in a Field
Setting 88
5.1.1 Sample and Procedure 88
5.1.2 Modeling Approach 92
5.1.3 Results 94
5.1.4 Robustness Analysis 98
5.1.5 Post-hoc Analysis 99
5.1.6 Discussion 102
5.2 Study 2: Investigating the Non-Measurement
Effect in a Laboratory Setting 105
5.2.1 Design and Procedures 105
5.2.2 Results 109
5.2.3 Discussion 114
5.3 Study 3: Avoiding the Non-Measurement
Effect via the Survey Invitation 116
5.3.1 Design and Procedures 116
5.3. Results 118
5.3. Discussion 120
5.4 Study 4: Eliminating the Non-Measurement
Effect via the Interviewer s Reply 122
5.4.1 Design and Procedures 122
5.4.2 Results 124
5.4.3 Discussion 126
6 IMPLICATIONS, LIMITATIONS, AND
OPPORTUNITIES FOR FUTURE RESEARCH 129
References 141
Affirmation — Statutory Declaration 159
|
| any_adam_object | 1 |
| author | Schmidt, Kristina |
| author_GND | (DE-588)141159987 |
| author_facet | Schmidt, Kristina |
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| author_sort | Schmidt, Kristina |
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| classification_rvk | QP 600 |
| ctrlnum | (OCoLC)966687426 (DE-599)DNB1118738799 |
| dewey-full | 658.834 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.834 |
| dewey-search | 658.834 |
| dewey-sort | 3658.834 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Thesis Book |
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| spelling | Schmidt, Kristina Verfasser (DE-588)141159987 aut The subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation Kristina Schmidt [Vallendar] 2014 vii, 159 Seiten Diagramme txt rdacontent n rdamedia nc rdacarrier Dissertation WHU - Otto Beisheim School of Management 2014 Kundenbindung (DE-588)4384508-3 gnd rswk-swf Wirkungsanalyse (DE-588)4224214-9 gnd rswk-swf Marktforschung (DE-588)4037630-8 gnd rswk-swf Umfrage (DE-588)4005227-8 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Marktforschung (DE-588)4037630-8 s Umfrage (DE-588)4005227-8 s Wirkungsanalyse (DE-588)4224214-9 s Kundenbindung (DE-588)4384508-3 s DE-604 B:DE-101 application/pdf http://d-nb.info/1118738799/04 Inhaltsverzeichnis HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029640219&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Schmidt, Kristina The subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation Kundenbindung (DE-588)4384508-3 gnd Wirkungsanalyse (DE-588)4224214-9 gnd Marktforschung (DE-588)4037630-8 gnd Umfrage (DE-588)4005227-8 gnd |
| subject_GND | (DE-588)4384508-3 (DE-588)4224214-9 (DE-588)4037630-8 (DE-588)4005227-8 (DE-588)4113937-9 |
| title | The subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation |
| title_auth | The subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation |
| title_exact_search | The subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation |
| title_full | The subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation Kristina Schmidt |
| title_fullStr | The subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation Kristina Schmidt |
| title_full_unstemmed | The subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation Kristina Schmidt |
| title_short | The subtle effects of customer surveys on loyalty |
| title_sort | the subtle effects of customer surveys on loyalty an investigation of the consequences of survey nonresponse and survey participation |
| title_sub | an investigation of the consequences of survey nonresponse and survey participation |
| topic | Kundenbindung (DE-588)4384508-3 gnd Wirkungsanalyse (DE-588)4224214-9 gnd Marktforschung (DE-588)4037630-8 gnd Umfrage (DE-588)4005227-8 gnd |
| topic_facet | Kundenbindung Wirkungsanalyse Marktforschung Umfrage Hochschulschrift |
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