Oliver, Richard L. <br/><br/>
Customer satisfaction/dissatisfaction with a brief introduction to loyalty  [electronic resource] / 
Richard L. Oliver. 
 - London :  Henry Stewart Talks,  2008. 
 - 1 online resource (1 streaming video file (32 min.) :  color, sound). 
 - Improving the customer experience : satisfaction, perceived value and loyalty .
 - Henry Stewart talks.  Marketing & management collection.  Improving the customer experience .
<br/><br/> Animated audio-visual presentations with synchronized narration.  Title from title frames. 
<br/><br/>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. 
<br/><br/> Access restricted to subscribers. 
<br/><br/><br/>Mode of access: World Wide Web. <br/>System requirements:  Browser compatibility: updated Mozilla Firefox, Google Chrome, Safari or Internet Explorer 8+.  Browser settings: enable JavaScript, enable cookies from the Henry Stewart Talks site.  Required Desktop Browser plugins & viewers:  Updated Adobe Flash Player & Adobe Acrobat Reader. Mobile device & operating system versions: Android v2.1+, iPhone 4+ (iOS v5.x+), iPad 2+ (iOS v5.x+), BlackBerry OS v7.0+, Windows Phone v6.5.1+. 
<br/><br/><label>Publisher. No.: </label>1740  Henry Stewart Talks 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer behavior.<br/>Consumer satisfaction.<br/>Consumers' preferences.<br/>Customer loyalty.