Application of the European Customer Satisfaction Index to Postal Services. Structural Equation Models versus Partial Least Squares

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services.European Customer Satisfaction Index; ECSI; Structural Equation Models; Robust Statistics; Missing Data; Maximum Likelihood

Innovation strategies in the presence of technology markets: evidence from Spanish innovative firms

The development of markets for technology has eased the acquisition of technology and reshaped the innovation strategies of firms that we classify as producers of innovations or as imitators. Innovative activities of firms include research, acquisition of technology and downstream activities. Within an industry, firms producing innovations tend to conduct more research and downstream activities than those imitating innovations. Acquisition of technology is equally important for both. To implement innovation strategies, firms producing innovations require both the capability to scan the external environment for technology and the capability to integrate new technology. Firms producing innovations require both, while firms imitating innovations require scan capabilities only.Innovation; R&D; technology acquisition; appropriability; absorptive capacity

Social Network Measures for Nosduocentered Networks, their Predictive Power on Performance

Our purpose in this article is to define a network structure which is based on two egos instead of the egocentered (one ego) or the complete network (n egos). We describe the characteristics and properties for this kind of network which we call “nosduocentered network”, comparing it with complete and egocentered networks. The key point for this kind of network is that relations exist between the two main egos and all alters, but relations among others are not observed. After that, we use new social network measures adapted to the nosduocentered network, some of which are based on measures for complete networks such as degree, betweenness, closeness centrality or density, while some others are tailor-made for nosduocentered networks. We specify three regression models to predict research performance of PhD students based on these social network measures for different networks such as advice, collaboration, emotional support and trust. Data used are from Slovenian PhD students and their supervisors. The results show that performance for PhD students depends mostly of the emotional network, because it is significant for all three models. Trust and collaboration networks are significant for two models and advice is not significant for any model. As regards network measures, classic and tailor-made measures are about equally good. Measures related to the total intensity of contacts (e.g., density, degree centralization and size) seem to work best to predict performance.nosduocentered network; academic achievement; performance; network measures

Moderating Effects of Management Control Systems and Innovation on Performance. Simple Methods for Correcting the Effects of Measurement Error for Interaction Effects in Small Samples

In the accounting literature, interaction or moderating effects are usually assessed by means of OLS regression and summated rating scales are constructed to reduce measurement error bias. Structural equation models and two-stage least squares regression could be used to completely eliminate this bias, but large samples are needed. Partial Least Squares are appropriate for small samples but do not correct measurement error bias. In this article, disattenuated regression is discussed as a small sample alternative and is illustrated on data of Bisbe and Otley (in press) that examine the interaction effect of innovation and style of use of budgets on performance. Sizeable differences emerge between OLS and disattenuated regression.measurement error; interaction effects; disattenuation; small samples; moderated regression; reliability; Chronbach’s alpha

Effect of Background, Attitudinal and Social Network Variables on PhD Students’ Academic Performance. A Multimethod Approach

The aim of this paper is to predict the academic performance of PhD students understood as publications and presentations at conferences. MATERIALS AND METHODS: We use a multimethod approach, a quantitative web survey of PhD students and their supervisors and in-depth interviews. We surveyed all PhD students at the University of Girona (Spain) in their 4th and 5th year, who held either a PhD grant or a teaching position at the university. RESULTS: The explanatory variables of PhD performance are of three types: characteristics of the PhD students’ research groups understood as social networks, background variables and attitudinal characteristics. The quantitative analyses show the importance of some background and attitudinal variables like supervisor performance, having a grant, or motivation. The qualitative results show networking to be also important. Policy implications are drawn at country and university level. DISCUSSION: Policy implications are drawn at country and university level

An Alternative Approach to Analyze Ipsative Data. Revisiting Experiential Learning Theory

The ritualistic use of statistical models regardless of the type of data actually available is a common practice across disciplines. Statistical models involve a series of assumptions whose existence is often neglected altogether, thus making the mentioned common practice even more pervasive. This paper illustrates the consequences of this ritualistic practice within Kolb’s Experiential Learning Theory (ELT) operationalized through its Learning Style Inventory (KLSI). We show how using a well-known methodology in other disciplines -compositional data analysis (CODA)- KLSI data can be properly analyzed. In addition, a third dimension of the KLSI is unveiled providing room for future research. This third dimension describes an individual’s relative preference for learning by prehension rather than by transformation. Using a sample of European MBA students, we relate this dimension with another self-assessment instrument, the Philosophical Orientation Questionnaire (POQ), and with an observer-assessed instrument, the Emotional and Social Inventory (ESCI-U). Both show plausible statistical relationships. An intellectual operating philosophy is linked to a preference for prehension, whereas a pragmatic operating philosophy is linked to transformation. Self-management and social awareness competencies are linked to a learning preference for transforming knowledge, whereas relationship management and cognitive competencies are more related to approaching learning by prehension

Análisis de las empresas de turismo rural en Cataluña y Galicia: rentabilidad económica y solvencia 2014 – 2018

We study rural tourism based on the accounting data obtained from the SABI database (Iberian Balance Sheet Analysis System). The study has been limited to two Spanish communities, specifically Catalonia and Galicia, during 2014 and 2018. We analyse the economic viability of the farms at an aggregate level, through financial ratios applying the CoDa methodology (Compositional Data), which solves the problems of asymmetry, nonlinearity and outliers present in traditional sectoral analysis through ratios. The data have been classified into three groups (clusters), which differ with respect to return on equity, decomposed into turnover, margin and leverage. The compositional biplot has also been used, which makes it possible to diagnose individual companies and trace their trajectories over time. We conclude that in all clusters, the industry presents mostly negative margins and returns, although the situation improves somewhat in 2018. We identify a cluster with major indebtedness problems located mostly in Galicia.El objeto de estudio es el turismo rural a partir de los datos contables que se obtienen de la base de datos SABI (Iberian Balance Sheet Analysis System). Se ha delimitado el estudio a dos comunidades españolas, en concreto Catalunya y Galicia, durante los años 2014 y 2018. Se ha analizado la viabilidad económica de las explotaciones a nivel agregado, a través de las ratios financieras aplicando la metodología CoDa (Datos Composicionales), que soluciona los problemas de asimetría, no linealidad y valores atípicos que presenta el análisis sectorial tradicional, a través de las ratios. Los datos se han clasificado en tres grupos (clústeres), analizando las divergencias que presentan respecto a la rentabilidad financiera, descomponiendo esta variable en rotación, margen y apalancamiento. También se ha utilizado el biplot composicional que permite hacer diagnósticos de empresas individuales y trazar sus trayectorias en el tiempo. Se concluye que, en todos los clústeres, el sector presenta márgenes y rentabilidades mayoritariamente negativos, aunque la situación mejora algo en 2018. Se identifica un grupo con grandes problemas de endeudamiento situado mayoritariamente en Galicia

Análisis de las empresas de turismo rural en Cataluña y Galicia: rentabilidad económica y solvencia 2014 – 2018

El objeto de estudio es el turismo rural a partir de los datos contables que se obtienen de la base de datos SABI (Iberian Balance Sheet Analysis System). Se ha delimitado el estudio a dos comunidades españolas, en concreto Catalunya y Galicia, durante los años 2014 y 2018. Se ha analizado la viabilidad económica de las explotaciones a nivel agregado, a través de las ratios financieras aplicando la metodología CoDa (Datos Composicionales), que soluciona los problemas de asimetría, no linealidad y valores atípicos que presenta el análisis sectorial tradicional, a través de las ratios. Los datos se han clasificado en tres grupos (clústeres), analizando las divergencias que presentan respecto a la rentabilidad financiera, descomponiendo esta variable en rotación, margen y apalancamiento. También se ha utilizado el biplot composicional que permite hacer diagnósticos de empresas individuales y trazar sus trayectorias en el tiempo. Se concluye que, en todos los clústeres, el sector presenta márgenes y rentabilidades mayoritariamente negativos, aunque la situación mejora algo en 2018. Se identifica un grupo con grandes problemas de endeudamiento situado mayoritariamente en Galicia