Customer satisfaction/dissatisfaction with a brief introduction to loyalty [electronic resource] / Richard L. Oliver.

By:

Oliver, Richard L [spk]

Material type:

FilmPublisher number: 1740 | Henry Stewart TalksSeries: Henry Stewart talks. Marketing & management collection. Improving the customer experiencePublication details: London : Henry Stewart Talks, 2008.Description: 1 online resource (1 streaming video file (32 min.) : color, sound)Subject(s):

Online resources:

Contents:

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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Holdings
Item type	Current library	Home library	Status
Books	Chinhoyi University of Technology Libraries	Chinhoyi University of Technology Libraries	Available

Animated audio-visual presentations with synchronized narration.

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Mode of access: World Wide Web.

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