East, Robert, 1940-
Satisfaction's consequences [electronic resource] / Robert East. - London : Henry Stewart Talks, 2008. - 1 online resource (1 streaming video file (24 min.) : color, sound). - Improving the customer experience : satisfaction, perceived value and loyalty, 2056-4570 . - Henry Stewart talks. Business & management collection. Improving the customer experience. .
Animated audio-visual presentations with synchronized narration. Title from title frames.
Contents: Retention/defection, positive and negative word of mouth to other consumers, and compliment and complaint to suppliers -- There is a weak correlation between satisfaction and retention -- Stronger correlation between dissatisfaction and defection -- Satisfaction usually predicts word of mouth quite strongly -- New research confirms these patterns and explanations are given -- Satisfaction is linked to later company performance and share price rise but it is not clear yet how these changes come about -- Dissatisfaction lies behind complaining but other factors are involved -- Managerial implications of this work.
Access restricted to subscribers.
Mode of access: World Wide Web.
1818 Henry Stewart Talks
Consumer behavior.
Consumer satisfaction.
Consumers' preferences.
Customer loyalty.
Satisfaction's consequences [electronic resource] / Robert East. - London : Henry Stewart Talks, 2008. - 1 online resource (1 streaming video file (24 min.) : color, sound). - Improving the customer experience : satisfaction, perceived value and loyalty, 2056-4570 . - Henry Stewart talks. Business & management collection. Improving the customer experience. .
Animated audio-visual presentations with synchronized narration. Title from title frames.
Contents: Retention/defection, positive and negative word of mouth to other consumers, and compliment and complaint to suppliers -- There is a weak correlation between satisfaction and retention -- Stronger correlation between dissatisfaction and defection -- Satisfaction usually predicts word of mouth quite strongly -- New research confirms these patterns and explanations are given -- Satisfaction is linked to later company performance and share price rise but it is not clear yet how these changes come about -- Dissatisfaction lies behind complaining but other factors are involved -- Managerial implications of this work.
Access restricted to subscribers.
Mode of access: World Wide Web.
1818 Henry Stewart Talks
Consumer behavior.
Consumer satisfaction.
Consumers' preferences.
Customer loyalty.