TY  - ADVS
AU  - Oliver,Richard L.
TI  - Customer satisfaction/dissatisfaction with a brief introduction to loyalty
T2  - Improving the customer experience : satisfaction, perceived value and loyalty,
PY  - 2008///
CY  - London
PB  - Henry Stewart Talks
KW  - Consumer behavior
KW  - Consumer satisfaction
KW  - Consumers' preferences
KW  - Customer loyalty
N1  - Animated audio-visual presentations with synchronized narration; Title from title frames; Contents: Definition of satisfaction -- Common models -- Expectancy disconfirmation -- Measurement -- Operation of disconfirmation in determining satisfaction -- Dissatisfaction -- Complaint management model -- Measurement of key concepts -- Definition of loyalty -- Stages and measurement -- Relation of satisfaction to loyalty; Access restricted to subscribers
UR  - https://hstalks.com/bm/718/
UR  - https://hstalks.com/bm/p/259/
ER  -