Overview about bias in Customer Satisfaction Surveys and focus on self-selection error

Preprint OPEN
Giovanna Nicolini; Luciana Dalla Valle;
  • Subject: Self-selection errors, Propensity score matching, Two-step Heckman procedure, Hierarchical bayesian approach, Nonlinear Principal Component Analysis,

The present paper provides an overview of the main types of surveys carried out for customer satisfaction analyses. In order to carry out these surveys it is possible to plan a census or select a sample. The higher the accuracy of the survey, the more reliable the resul... View more
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