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1. Introduction
2. Resource text
3. A formal definition of satisfaction
4. Performance-satisfaction scatterplot
5. Other statistical interpretations of a correlation
6. Importance-performance grid
7. Distributions of summary satisfaction scores
8. Performance causes satisfaction model
9. Performance dimension causes satisfaction model
10. Choice criteria vs. satisfaction drivers
11. Rings model of product and service attributes
12. "Simplistic" satisfaction
13. "What really happened" satisfaction
14. Measuring expectations
15. Measuring disconfirmation
16. Tabular results by expectation/disconfirmation
17. Simplified expectancy disconfirmation framework
18. Strong expectation and weak disconfirmation
19. Weak expectation and strong disconfirmation
20. What about gaps?
21. Complete expectancy disconfirmation model
22. Expectancy disconfirmation model operation
23. Customer satisfaction/dissatisfaction, part II
24. Dissatisfaction's "big picture"
25. Product dissatisfaction as a psychological deficit
26. Consumer complaint expectations
27. Complaint settlement breakeven values
28. Dissatisfaction - complaining and complimenting
29. Dissatisfaction - word-of-mouth (referrals/warn-offs)
30. Part III: customer loyalty - an introductory brief
31. Loyalty: what is it - customer matrix
32. A formal definition of loyalty
33. Stages of loyalty
34. Measuring the stages: sample items
35. Satisfaction and loyalty - are they related?
36. Conclusion

Topics Covered

• 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

Links

Series:

• Improving the Customer Experience

Categories:

• Marketing & Sales

Talk Citation

Publication History

• Published on March 1, 2008