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Activity Number:
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237
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Type:
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Topic Contributed
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Date/Time:
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Tuesday, July 31, 2007 : 8:30 AM to 10:20 AM
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Sponsor:
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Section on Bayesian Statistical Science
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| Abstract - #309656 |
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Title:
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A Simultaneous Quantile Regression Model for Customer Linkage Analysis
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Author(s):
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Jeffrey Dotson*+ and Joseph J. Retzer and Greg M. Allenby
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Companies:
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The Ohio State University and Maritz Research and The Ohio State University
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Address:
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2100 Neil Avenue, Columbus, OH, 43210,
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Keywords:
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Services Marketing ; Simultaneity ; Quantile Regression
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Abstract:
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Quantile regression for a simultaneous system of equations is 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 the distributions of customer and employee responses. Such analysis is commonly encountered in marketing when data are from independently collected samples. Our model facilitates analysis among quantiles of the distributions, allowing comparison among better-performing and worse-performing units. We demonstrate our model in the context of retail banking, where drivers of customer and employee satisfaction are shown to be quantile-dependent.
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