02225ngm a2200397 a 4500 0000025076 20230921135135.0 m c cr|cna|||a|||| vz|czazum 080121s2008 enk|||||||||||s|||v|eng d 1740 Henry Stewart Talks HST1740_1_2 000868771 KCL Oliver, Richard L. spk 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 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. Access restricted to subscribers. Mode of access: World Wide Web. 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+. Consumer behavior. Consumer satisfaction. Consumers' preferences. Customer loyalty. Henry Stewart talks. Marketing & management collection. Improving the customer experience http://hstalks.com/lib.php?t=HST50.1740&c=250 http://hstalks.com/lib.php?t=HST50&c=250 Series 141013 20230822095114.0 6174 6174 0 0 0 0 cutlib cutlib 2023-09-21 0 2023-09-21 00:00:00 2023-09-21 BK