Errors in Customer Satisfaction Surveys and Methods to Correct Self-Selection Bias
نویسندگان
چکیده
This paper provides an overview of the main types of surveys carried out for customer satisfaction analysis according to the dimension of the firm and to the data collection method. Different errors can be generated by these methods, causing biases in the results. We focus on the self-selection error and we employ three methods to correct the bias associated to it. A simulation underlines the performances of the three methodologies.
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