Structural Neural Networks for Modeling Customer Satisfaction

  • Cristina DavinoEmail author
Conference paper
Part of the Studies in Classification, Data Analysis, and Knowledge Organization book series (STUDIES CLASS)


The aim of this paper is to provide a Structural Neural Network to model Customer Satisfaction in a business-to-business framework. Neural Networks are proposed as a complementary approach to PLS path modeling, one of the most widespread approaches for modeling and measuring Customer Satisfaction. The proposed Structural Neural Network allows to overcome one of the main drawbacks of Neural Networks because they are usually considered as black boxes.


Hide Layer Customer Satisfaction Structural Neural Network Customer Expectation Widespread Approach 
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Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  1. 1.Dipartimento di Studi sullo sviluppo economicoUniversity of MacerataMacerataItaly

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