000			01960ngm a2200361 a 4500
001			HST1818
003			UkLoHST
006			m c
007			cr|cna|||a||||
007			vz|czazum
008			080121s2008 enk|||||||||||s|||v|eng d
028	5	0	_a1818 _bHenry Stewart Talks
035			_a(UkLoHST)722
035			_a(UkLU-K)000868799
040			_aUkLU-K _beng _cUkLU-K
100	1		_aEast, Robert, _d1940- _4spk
245	1	0	_aSatisfaction's consequences _h[electronic resource] / _cRobert East.
260			_aLondon : _bHenry Stewart Talks, _c2008.
300			_a1 online resource (1 streaming video file (24 min.) : _bcolor, sound).
490	1		_aImproving the customer experience : satisfaction, perceived value and loyalty, _x2056-4570
500			_aAnimated audio-visual presentations with synchronized narration.
500			_aTitle from title frames.
505	0		_aContents: 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.
506			_aAccess restricted to subscribers.
538			_aMode of access: World Wide Web.
650		0	_aConsumer behavior.
650		0	_aConsumer satisfaction.
650		0	_aConsumers' preferences.
650		0	_aCustomer loyalty.
830		0	_aHenry Stewart talks. _pBusiness & management collection. _pImproving the customer experience.
856	4	0	_uhttps://hstalks.com/bm/722/
856	4	2	_uhttps://hstalks.com/bm/p/259/ _3Series
999			_c80050 _d80050