On choosing the appropriate measure of association when analyzing rating scale data

Article Abstract:

This paper reviewed the current state of the literature on the appropriateness of various correlation measures when data are ordinal. Emphasis was on the use of these measures as input to multivariate analysis. Based on the review, four correlation indexes were further studied via a simulation design. The simulation results indicated that the polychoric correlation outperformed product-moment, Spearman's rho and Kendall's tub-b measures on the basis of bias and squared error criteria. The present study suggests that the chapter investigating pairwise correlations may be closed and attention may now be directed towards non-normal data and actual multivariate analysis with correlation matrices. (Reprinted by permission of the publisher.)

Methods, Multivariate analysis

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Analyzing interpersonal communications in industrial marketing negotiations

Article Abstract:

Given the importance of analyzing interpersonal communications in marketing negotiations, a multidimensional content analytic coding system is presented. First, specific tests of the instrument's validity and reliability are provided. Then, in an application of the scheme in a controlled environment, insights are provided regarding what types of interpersonal communication strategies and tactics are used by marketing negotiators. (Reprinted by permission of the publisher.)

Analysis, Business-to-business market, Business to business market, Interpersonal communication, Negotiation, Negotiations

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The effect of management commitment to service quality on employees' affective and performance outcomes

Article Abstract:

Employer-employee relationships in the Turkish banking industry and their effect upon customer service are discussed.

Marketing procedures, Product quality, Personnel administration, Turkey, Models, Banking industry, Human resource management, Quality management, Customer service, Company personnel management, Support services, Customer relations, Employee performance

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