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An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling

โœ Scribed by Venkata Yanamandram; Lesley White

Book ID
116266386
Publisher
Elsevier
Year
2010
Tongue
English
Weight
279 KB
Volume
18
Category
Article
ISSN
1441-3582

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## Abstract Structural equation modelling (SEM) is a useful multivariate technique to investigate the causal relationships between variables. This paper uses SEM to model the relationships between critical success factors (CSFs) of business process reengineering (BPR) implementations, customer serv