Resources Library by ANA

Perspectives on the conference

Following the pattern established at the first ESOMAR Automotive Conference in Paris in 1990 at Geneva we set out to explore a wide range of marketing topics and their practical implications. The papers in this book, therefore, rarely deal with the...

Catalogue: ESOMAR International Automotive Marketing Conference 1992

Author: Philip Wade

June 15, 1992

Marketing and research today (May 1992)

Whilst all consumer products have both sensory and image propertiesthat work together to influence the user's perceptions, the image content in fine fragrances is probably one of the highest of any product type. One of the papers in this Journal...

Catalogue: Marketing and Research Today

Author: ESOMAR B.V.

May 1, 1992

Marketing and Research Today (March 1992)

At the Luxemburg Congress, an award was made for the best paper on the topic selected by the ESOMAR Council which for 1991 was 'PricingResearch'.

Catalogue: Marketing and Research Today

Author: ESOMAR B.V.

March 1, 1992

Marketing and research today (November 1991)

The 'Strong' theory of advertising receives widespread support and is characterized by the beliefs that advertising increases peoples' knowledge, changes peoples'attitudes and, as a result, is capable of persuading people who have not previously...

Catalogue: Marketing and Research Today

Author: ESOMAR B.V.

November 1, 1991

Customer satisfaction research

This paper will cover true Customer Satisfaction Research, and the many distinct steps that are needed to achieve the goal - understanding what makes your client's customers loyal. These techniques can give a Market Research organisation dramatic new...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Webster Kehr

September 8, 1991

An assessment of the state of customer satisfaction measurement research

The purpose of this article, then, is to help bring marketing back into the "mainstream" of the customer satisfaction movement by first describing the evolution of customer satisfaction measurement into the unique technology that it is today. Second,...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Lawrence A. Crosby

September 8, 1991

A process for using measures of customer satisfaction to direct service quality improvements

The purpose of this paper is to introduce a process for using measures of customer satisfaction and dissatisfaction to focus and direct internal service quality improvements. The paper attempts to build upon the conceptual model of service quality...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Randall Brandt, Charles Cooler-De Solliers

Company: Burke, Inc.

September 8, 1991

Beyond customer satisfaction

Expanding customer satisfaction measurement to the broader concept of Reference Group Management - to include customer satisfaction, employee orientation and image measurement, where appropriate - ensures that the correct decisions to improve...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Ian Jarvis, Joachim Scharioth

Companies: Burke, Inc., Infratest dimap Gesellschaft fur Trend- und Wahlforschung mbH

September 8, 1991

Cross-linking the quality expectations of the customer to quality control measures on the factory floor

This case-study describes some of the problems that are encountered when trying to integrate customer survey data in a total quality management process.

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Alfons-Pierre Ameel

September 8, 1991