Reconciling internal and external satisfaction through probabilistic graphical models: an empirical study
Musella, F., Guglielmetti Mugion, R., Raharjo H., Di Pietro, L. - This paper aims to holistically reconcile internal and external customer satisfaction using probabilistic graphical models. The models are useful not only in the identification of the most sensitive factors for the creation of both internal and external customer satisfaction but also in the generation of improvement scenarios in a probabilistic way.