Satisfaction's consequences

Robert East

Satisfaction's consequences

Robert East

Kingston University
University of South Australia

Research output: Other contribution

Abstract

Topics Covered:

- Retention/defection, positive and negative word of mouth to other consumers, and compliment and complaint to suppliers,
- There is a weak correlation between satisfaction and retention,
- Stronger correlation between dissatisfaction and defection,
- Satisfaction usually predicts word of mouth quite strongly,
- New research confirms these patterns and explanations are given,
- Satisfaction is linked to later company performance and share price rise but it is not clear yet how these changes come about,
- Dissatisfaction lies behind complaining but other factors are involved,
- Managerial implications of this work.

Original language	English
Type	Tutorial
Media of output	Audio-visual
Publisher	Henry Stewart Talks
Place of Publication	London, U.K.
Publication status	Published - 1 Mar 2008
Externally published	Yes

Publication series

Name	Marketing and management collection : Improving the customer experience
Publisher	Henry Stewart Talks

Bibliographical note

Output citation: East, R. (2008), "Satisfaction's consequences", in Shaw, R. (ed.), Improving the Customer Experience: Satisfaction, Perceived Value and Loyalty, The Marketing & Management Collection, Henry Stewart Talks Ltd, London (online at http://hstalks.com/go)

Access to Document

http://hstalks.com/lib.php?t=HST50.1818&c=250Licence: Other

Cite this

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title = "Satisfaction's consequences",

abstract = "Topics Covered: - Retention/defection, positive and negative word of mouth to other consumers, and compliment and complaint to suppliers, - There is a weak correlation between satisfaction and retention, - Stronger correlation between dissatisfaction and defection, - Satisfaction usually predicts word of mouth quite strongly, - New research confirms these patterns and explanations are given, - Satisfaction is linked to later company performance and share price rise but it is not clear yet how these changes come about, - Dissatisfaction lies behind complaining but other factors are involved, - Managerial implications of this work.",

author = "Robert East",

note = "Output citation: East, R. (2008), {"}Satisfaction's consequences{"}, in Shaw, R. (ed.), Improving the Customer Experience: Satisfaction, Perceived Value and Loyalty, The Marketing \& Management Collection, Henry Stewart Talks Ltd, London (online at http://hstalks.com/go)",

year = "2008",

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language = "English",

series = "Marketing and management collection : Improving the customer experience",

publisher = "Henry Stewart Talks",

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AU - East, Robert

N1 - Output citation: East, R. (2008), "Satisfaction's consequences", in Shaw, R. (ed.), Improving the Customer Experience: Satisfaction, Perceived Value and Loyalty, The Marketing & Management Collection, Henry Stewart Talks Ltd, London (online at http://hstalks.com/go)

PY - 2008/3/1

Y1 - 2008/3/1

N2 - Topics Covered: - Retention/defection, positive and negative word of mouth to other consumers, and compliment and complaint to suppliers, - There is a weak correlation between satisfaction and retention, - Stronger correlation between dissatisfaction and defection, - Satisfaction usually predicts word of mouth quite strongly, - New research confirms these patterns and explanations are given, - Satisfaction is linked to later company performance and share price rise but it is not clear yet how these changes come about, - Dissatisfaction lies behind complaining but other factors are involved, - Managerial implications of this work.

AB - Topics Covered: - Retention/defection, positive and negative word of mouth to other consumers, and compliment and complaint to suppliers, - There is a weak correlation between satisfaction and retention, - Stronger correlation between dissatisfaction and defection, - Satisfaction usually predicts word of mouth quite strongly, - New research confirms these patterns and explanations are given, - Satisfaction is linked to later company performance and share price rise but it is not clear yet how these changes come about, - Dissatisfaction lies behind complaining but other factors are involved, - Managerial implications of this work.

M3 - Other contribution

T3 - Marketing and management collection : Improving the customer experience

PB - Henry Stewart Talks

CY - London, U.K.

ER -