A Bayesian Network Estimation of the Service-Profit Chain for Transport Service Satisfaction

ABSTRACT Bayesian network methodology is used to model key linkages of the service‐profit chain within the context of transportation service satisfaction. Bayesian networks offer some advantages for implementing managerially focused models over other statistical techniques designed primarily for eva...

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Bibliographic Details
Published in:Decision sciences 2004-11, Vol.35 (4), p.665-689
Main Authors: Anderson, Ronald D., Mackoy, Robert D., Thompson, Vincent B., Harrell, Gilbert
Format: Article
Language:English
Subjects:
Alliances
Bayesian analysis
Bayesian Networks
Branch banking
Brand loyalty
Customer satisfaction
Customer services
Data collection
Data envelopment analysis
Effects
Investigations
Profitability
Profits
Quality of service
Service-Profit Chain
Studies
Transport Service Satisfaction
Transportation services
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Summary:ABSTRACT Bayesian network methodology is used to model key linkages of the service‐profit chain within the context of transportation service satisfaction. Bayesian networks offer some advantages for implementing managerially focused models over other statistical techniques designed primarily for evaluating theoretical models. These advantages are (1) providing a causal explanation using observable variables within a single multivariate model, (2) analysis of nonlinear relationships contained in ordinal measurements, (3) accommodation of branching patterns that occur in data collection, and (4) the ability to conduct probabilistic inference for prediction and diagnostics with an output metric that can be understood by managers and academics. Sample data from 1,101 recent transport service customers are utilized to select and validate a Bayesian network and conduct probabilistic inference.
ISSN:0011-7315
1540-5915
DOI:10.1111/j.1540-5915.2004.02575.x