A bayesian approach for analyzing the services of banking institutions

Journal of Consumer Affairs

Volumn 32, Issue 1, 1998, Pages 121-144

  Lepak, Greg M ^a  

^a LE MOYNE COLLEGE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032372371     PISSN: 00220078     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1745-6606.1998.tb00403.x     Document Type: Article

References (18)

1. Akaike, H. (1987), "Factor Analysis and AIC," Psychometrika, 52(3): 317-332.
2. Anderson, E. W. and M. W. Sullivan (1993), "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, 12(2): 125-143.
3. Bateson, J. E. G. (1990), "Evaluating the Role and Place of Marketing in Service Firms," in Service Management Effectiveness, D. E. Bowen, R. B. Chase, and T. G. Cummings (eds.), San Francisco: Jossey Bass: 324-342.
4. Bearden, W. O. and J. E. Teel (1983), "Selected Determinants of Consumer Satisfaction and Complaint Reports," Journal of Marketing Research, 20(February): 21-28.
5. Bolton, R. N. and J. H. Drew (1991a), "A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes," Journal of Marketing, 55(January): 1-9.
6. Bolton, R. N. and J. H. Drew (1991b), "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, 17(March): 375-384.
7. Bozdogan, H. (1990), "On the Information Based Measure of Covariance Complexity and its Application to the Evaluation of Multivariate Linear Models," Communication in Statistics, Theory and Methods, 19(1): 221-278.
8. Cardozo, R. N. (1965), "An Experimental Study of Customer Effort, Expectation, and Satisfaction," Journal of Marketing Research, 2(August): 244-249.
9. Chakravarty, S., R. A. Feinberg, and R. Widdows (1995), "What Do Customers Want from Banks?" Journal of Retail Banking, 17(Summer): 15-19.
10. Chen, C-F. (1979), "Bayesian Inference for a Normal Dispersion Matrix and its Applications to Stochastic Multiple Regression Analysis," Journal of the Royal Statistical Society, Series B, 41: 235-248.
11. Churchill, G. A. and C. Suprenant (1982), "An Investigation into the Determinants of Customer Satisfaction," Journal of Marketing Research, 19(November): 491-504.
12. Cronin, J. J. and S. A. Taylor (1992), "Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, 56(July): 55-68.
13. Darlington, R. B. (1990), Regression and Linear Models, New York: McGraw-Hill.
14. Dempster, A. P. (1969), Elements of Continuous Multivariate Analysis, Cambridge, MA: Addison-Wesley.
15. Dempster, A. P., N. M. Laird, and D. B. Rubin (1977), "Maximum Likelihood from Incomplete Data Via the EM Algorithm (with Discussion)," Journal of the Royal Statistical Society, Series B, 39: 1-38.
16. Erevelles, S. and C. Leavitt (1992), "A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5: 104-114.
17. Fuller, W. A. (1987), Measurement Error Models, New York: John Wiley and Sons.
18. Glassman, C. A. (1995), "Industry Structure: Erosion of Banks' Franchise," Journal of Retail Banking Services, 17(Autumn): 53-58.