Customer satisfaction/dissatisfaction with a brief introduction to loyalty [electronic resource] / Richard L. Oliver.
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 (32 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: 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.
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Mode of access: World Wide Web.