The aim of this paper is to provide a Structural Neural Network to model Customer Satisfaction in a business-to-business framework. Neural Networks are proposed as a complementary approach to PLS path modeling, one of the most widespread approaches for modeling and measuring Customer Satisfaction. The proposed Structural Neural Network allows to overcome one of the main drawbacks of Neural Networks because they are usually considered as black boxes.

Structural Neural Networks for Modeling Customer Satisfaction

DAVINO, CRISTINA
2009-01-01

Abstract

The aim of this paper is to provide a Structural Neural Network to model Customer Satisfaction in a business-to-business framework. Neural Networks are proposed as a complementary approach to PLS path modeling, one of the most widespread approaches for modeling and measuring Customer Satisfaction. The proposed Structural Neural Network allows to overcome one of the main drawbacks of Neural Networks because they are usually considered as black boxes.
2009
9783642037382
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11393/41748
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