TY - ADVS TI - Customer satisfaction/dissatisfaction with a brief introduction to loyalty AU - Oliver, Richard A2 - Shaw, Robert PY - 2008 DA - 2008/03/01 UR - https://hstalks.com/bm/718/ AB - 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 DB - The Business & Management Collection SN - 2059-7177 ID - 1740 PB - Henry Stewart Talks ER -