On customer satisfaction and financial results in the Swedish real estate market

Total Quality Management and Business Excellence

Volumn 16, Issue 10, 2005, Pages 1149-1159

  Westlund, Anders H ^a   Gustafsson, Christina ^b   Lang, Elisabeth ^c   Mattsson, Bo ^d  

^a STOCKHOLM SCHOOL OF ECONOMICS   (Sweden)

^b SFI/IPD ^*

^c CFI Group Sweden   (Sweden)

^d CHALMERS UNIVERSITY OF TECHNOLOGY   (Sweden)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 29144525486     PISSN: 14783363     EISSN: None     Source Type: Journal    
DOI: 10.1080/14783360500236197     Document Type: Article

References (9)

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2. Anderson, E. W. et al. (2002) Customer satisfaction and shareholder value. Working Paper, University of Michigan, April, 23.
3. Cassel, C. et al. (1999) Robustness of partial least-squares method for estimating latent variable quality structures. Journal of Applied Statistics, 26, pp. 435-446.
4. Eklöf, J. A. et al. (1999) On measuring interactions between customer satisfaction and financial results. Total Quality Management, 10, pp. 514-522.
5. Fornell, C. et al. (1991) Direct regression, reverse regression, and covariance structure analysis. Marketing Letters, 2, pp. 309-320.
6. Ittner, C. D. & Larcker, D. F. (1998) Are non-financial measures leading indicators of financial performance? An analysis of customer satisfaction, Journal of Accounting Research, 36, pp. 1-35.
7. Jöreskog, K. G. (1970) A general method for analysis of covariance structures, Biometrika, 57, pp. 239-251.
8. Kristensen, K. & Westlund, A. H. (2004) Performance measurement and business results, Total Quality Management, 15, pp. 729-743.
9. Wold, H. (1975) Path models with latent variables: the NIPALS approach, in: H. M. Blalock et al. (Eds) Quantitative Sociology: International Perspectives on Mathematical and Statistical Modeling (New York: Academic Press).