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Navigable Slide Index

1. Introduction
2. Behavioural consequences of satisfaction
3. Dissatisfaction produces opposite behaviours
4. Satisfaction: what is measured?
5. Features of the satisfaction attitude
6. Does satisfaction relate to retention?
7. Dissatisfaction is related to defection
8. The retrospective nature of satisfaction
9. Inability to anticipate failures that induce defection
10. Satisfaction measure is not related to alternatives
11. Customers may lack choice about switching
12. Example: reasons for supermarket defection
13. Dissatisfaction and defection: strong relationship
14. Satisfaction/dissatisfaction: not equally common
15. The rarity of negative experience affects its impact
16. New research
17. Measures
18. Findings
19. Findings on the bases of loyalty behaviour
20. Predictions based on relative attitude
21. Further work
22. Implications
23. Satisfaction and company performance
24. Research on link between satisfaction and profit
25. How satisfaction could raise profit
26. Which is the main route to increased profits?
27. Invest in the satisfactory companies
28. ASCI measures are firm-level
29. Evidence on complaining
30. People may both complain and defect
31. What affects complaining
32. Complaint policy
33. Investigating consumer dissatisfaction
34. Managing consumer dissatisfaction
35. Review: what satisfaction/dissatisfaction predict
36. Review: satisfaction and retention
37. Review: impact on profit
38. Review: dissatisfaction and defection
39. Review: complaining
40. Further reading

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

Links

Series:

• Improving the Customer Experience

Categories:

• Marketing & Sales

Talk Citation

Publication History

• Published on March 1, 2008