Resources Library by ANA

Myth or reality?

This paper discusses London Underground's continuous Customer attitude research program: known as the Customer Satisfaction Index (CSI). It is written in the spirit of describing the genesis of an actionable management information tool: one that now...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Mark G. J. Hodson, Robert Falconer

June 15, 1993

Self discovery

This paper presents the case that a voyage of "self discovery" is the key to getting a new message, representing changed values, over to staff. Success comes only when staff truly understand the rationale behind the change and the benefits of it....

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Author: Simon L. Jones

June 15, 1993

The Canadian media directors' television council commercial awareness model

This manuscript discusses the development of the Canadian Media Directors Council (CMDC) Television Commercial Awareness Model. The CMDC model allows advertisers to estimate the awareness levels that are generated from television advertising media...

Catalogue: ESOMAR/EMAC/AFM Symposium 1993: Information Based Decision Making In Marketing

Authors: Marshall Rice, Brad Davis

June 15, 1993

From Weymouth to Warsaw

The markets for health care products and services in the eastern half of the European continent offers great scope and opportunity for companies active in this field, to serve new clients, and establish new partnerships. Converting this potential...

Catalogue: Seminar 1993: Marketing Integration Of West And East Europe

Author: John Costello

June 15, 1993

East meets West?

In this paper, we aim to answer these questions, based on our extensive experience of conducting qualitative research groups across Eastern Europe, namely in Poland, Czechoslovakia, Hungary, East Germany, Ukraine and Russia. In the first part of the...

Catalogue: Seminar 1993: Marketing Integration Of West And East Europe

Authors: Nicola Evans, Lili Tomlinson

June 15, 1993

A model for single source measurement of external customer satisfaction

This paper is an attempt to bring back Customer Satisfaction research to a precise task, and to present a straightforward method for accomplishing it. The task: point out areas where improvements are most likely to improve the customer retention...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Sergio Meacci, Frans Houweling

June 15, 1993

Today's fine fragrance from a designer's point of view

We will all agree that the fine fragrance industry does show some changes; normal evolution of an industry, commercial uncertainty, growing numbers of launches, acceleration of trends and increasing infidelity from consumers emphasize today the risk...

Catalogue: Seminar 1993: Consumer Research In Fragrance Business

Author: Thierry Lecoule

June 15, 1993

From party rule to rating rule

The author analyses a lastly changing Central Eastern European country from the aspect of the transition of media and advertising market in its social, political and economic context. Respecting the exact chronology of events the paper leads through...

Catalogue: Seminar 1993: Marketing Integration Of West And East Europe

Author: Thomas Oehler

June 15, 1993

Gambling

The consumer satisfaction study aimed at providing the customer, Casinos Austria, with practical hints concerning necessary, or desirable, improvements. Unlike concrete products or precise services, the "casino experience" is affected by a variety of...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Mario Pregesbauer, Rudolf Bretschneider

Company: GfK

June 15, 1993