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008			080121s2008 enk|||||||||||s|||v|eng d
028	5	0	_a1740 _bHenry Stewart Talks
035			_aHST1740_1_2
035			_a000868771
040			_aKCL
100	1		_aOliver, Richard L. _4spk
245	1	0	_aCustomer satisfaction/dissatisfaction with a brief introduction to loyalty _h[electronic resource] / _cRichard L. Oliver.
260			_aLondon : _bHenry Stewart Talks, _c2008.
300			_a1 online resource (1 streaming video file (32 min.) : _bcolor, sound).
490	1		_aImproving the customer experience : satisfaction, perceived value and loyalty
500			_aAnimated audio-visual presentations with synchronized narration.
500			_aTitle from title frames.
505	0		_aContents: 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.
506			_aAccess restricted to subscribers.
538			_aMode of access: World Wide Web.
538			_aSystem 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+.
650		0	_aConsumer behavior.
650		0	_aConsumer satisfaction.
650		0	_aConsumers' preferences.
650		0	_aCustomer loyalty.
830		0	_aHenry Stewart talks. _pMarketing & management collection. _pImproving the customer experience
856	4	0	_uhttp://hstalks.com/lib.php?t=HST50.1740&c=250
856	4	2	_uhttp://hstalks.com/lib.php?t=HST50&c=250 _3Series
908			_a141013
989			_a20230822095114.0
999			_c6174 _d6174