Customer satisfaction/dissatisfaction with a brief introduction to loyalty - Oliver, Richard L. (London : Henry Stewart Talks, 2008)
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.
Animated audio-visual presentations with synchronized narration.
Title from title frames.
Mode of access: World Wide Web.
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Keywords: Consumer behavior; Consumer satisfaction; Consumers' preferences; Customer loyalty