case #4 - Tatiana Nemirovsky Liza Levin BMGT452, Section...

Info iconThis preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
Tatiana Nemirovsky Liza Levin BMGT452, Section 0101 Case 10.2 (pg 328-329) 1) What is the construct that GE is trying to measure? The construct that GE is trying to measure is customer satisfaction. In the book, the article refers to the net-promoter concept used by GE. This concept provides GE with a “net-promoter score” which is used to track customer attitude. This score, however, is mainly focused around the question “How likely are you to recommend us to a friend?” While this score may be focused around this one question, it is not the only criteria they ask customers to rate. GE also asks a number of other questions relating to their performance such as “How would you rate our processes?” or “How would you rate the cost of doing business with us?” Overall, the main goal of GE is to gain information about customer satisfaction in order to get a better sense of what needs improvement. With this information, GE hopes to address these issues in a timely manner to make their service the best it can be. 2) How might GE assess construct validity? There is two statistical measures of construct validity: convergent validity and discriminant validity. Convergent validity is defined in the textbook as the degree of correlation among different measurement instruments that claim to measure the same
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 2
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 12/15/2011 for the course BMGT 452 taught by Professor Staff during the Fall '08 term at Maryland.

Page1 / 2

case #4 - Tatiana Nemirovsky Liza Levin BMGT452, Section...

This preview shows document pages 1 - 2. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online