The Measurement Invariance of Customer Loyalty and Customer Experience across Firms, Industries, and Countries

Gravelle, Timothy B.

[journal article]

dc.contributor.author	Gravelle, Timothy B.	de
dc.date.accessioned	2021-08-06T12:30:28Z
dc.date.available	2021-08-06T12:30:28Z
dc.date.issued	2021	de
dc.identifier.issn	2190-4936	de
dc.identifier.uri	https://www.ssoar.info/ssoar/handle/document/74274
dc.description.abstract	Research on cross-national (and cross-group) measurement invariance is now well developed in the social and behavioural sciences, but this research has yet to engage research practitioners whose focus is measuring and modelling customer loyalty and customer experience. This is a notable gap in existing research on cross-group comparisons, especially considering the reliance of business decision-makers on customer feedback. Though standard measures of customer experience and loyalty are used in every industry, their measurement invariance across industries has not been subject to extensive testing. This article brings current thinking about cross-group comparisons and modern tools of multi-group confirmatory factor analysis (MGCFA) to the measurement of customer loyalty and customer experience across firms, industries, and countries, drawing on original large-scale survey data from the United States, United Kingdom, and Canada.	de
dc.language	en	de
dc.subject.ddc	Sozialwissenschaften, Soziologie	de
dc.subject.ddc	Social sciences, sociology, anthropology	en
dc.subject.other	customer research; measurement invariance; confirmatory factor analysis; United States; United Kingdom; Canada	de
dc.title	The Measurement Invariance of Customer Loyalty and Customer Experience across Firms, Industries, and Countries	de
dc.description.review	begutachtet (peer reviewed)	de
dc.description.review	peer reviewed	en
dc.source.journal	Methods, data, analyses : a journal for quantitative methods and survey methodology (mda)
dc.source.volume	15	de
dc.publisher.country	DEU	de
dc.source.issue	2	de
dc.subject.classoz	Erhebungstechniken und Analysetechniken der Sozialwissenschaften	de
dc.subject.classoz	Methods and Techniques of Data Collection and Data Analysis, Statistical Methods, Computer Methods	en
dc.subject.thesoz	Konsumforschung	de
dc.subject.thesoz	consumer research	en
dc.subject.thesoz	Verbraucher	de
dc.subject.thesoz	consumer	en
dc.subject.thesoz	Zufriedenheit	de
dc.subject.thesoz	satisfaction	en
dc.subject.thesoz	Loyalität	de
dc.subject.thesoz	loyalty	en
dc.subject.thesoz	Messung	de
dc.subject.thesoz	measurement	en
dc.subject.thesoz	Datengewinnung	de
dc.subject.thesoz	data capture	en
dc.subject.thesoz	Faktorenanalyse	de
dc.subject.thesoz	factor analysis	en
dc.subject.thesoz	Umfrageforschung	de
dc.subject.thesoz	survey research	en
dc.subject.thesoz	vergleichende Forschung	de
dc.subject.thesoz	comparative research	en
dc.rights.licence	Creative Commons - Namensnennung 4.0	de
dc.rights.licence	Creative Commons - Attribution 4.0	en
internal.status	formal und inhaltlich fertig erschlossen	de
internal.identifier.thesoz	10049643
internal.identifier.thesoz	10048454
internal.identifier.thesoz	10035016
internal.identifier.thesoz	10051424
internal.identifier.thesoz	10036930
internal.identifier.thesoz	10040547
internal.identifier.thesoz	10035494
internal.identifier.thesoz	10040714
internal.identifier.thesoz	10068092
dc.type.stock	article	de
dc.type.document	Zeitschriftenartikel	de
dc.type.document	journal article	en
dc.source.pageinfo	191-214	de
internal.identifier.classoz	10105
internal.identifier.journal	614
internal.identifier.document	32
internal.identifier.ddc	300
dc.identifier.doi	https://doi.org/10.12758/mda.2021.01	de
dc.description.pubstatus	Veröffentlichungsversion	de
dc.description.pubstatus	Published Version	en
internal.identifier.licence	16
internal.identifier.pubstatus	1
internal.identifier.review	1
internal.pdf.wellformed	true
internal.pdf.ocr	null Page_24
internal.pdf.encrypted	false
ssoar.urn.registration	false	de

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Erhebungstechniken und Analysetechniken der Sozialwissenschaften
Methods and Techniques of Data Collection and Data Analysis, Statistical Methods, Computer Methods

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