... time and effort in any customer activity after purchase, such as returning merchandise, levying complaints or obtaining a guarantee (Seiders et al., 2000). Retailing Shopping Partial least squares Customer characteristics Service convenience Formative measurement models Figure...

... 2015 Value Telecommunications Market performance Partial least squares Satifaction Switching behavior Therefore we propose that: H1. There will be a positive relationship between the MPI and customer satisfaction. H2. There will be a negative relationship...

.... The structural model was assessed using partial least squares (PLS graph). Findings The results suggest that in launching a new service line extension perceived quality of the extension (in relation to the parent brand) has a direct impact on attitude towards the service line extension and mediates...