TY  - ADVS
AU  - East,Robert
TI  - Satisfaction's consequences
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: 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
UR  - https://hstalks.com/bm/722/
UR  - https://hstalks.com/bm/p/259/
ER  -