Satisfaction's consequences [electronic resource] / Robert East.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Improving the customer experience: Publisher: London : Henry Stewart Talks, 2008Description: 1 online resource (1 streaming video file (24 min.) : color, sound)Subject(s): Consumer behavior | Consumer satisfaction | Consumers' preferences | Customer loyaltyOnline resources: Click here to access online | Series 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.
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Mode of access: World Wide Web.