Resources Library by ANA

The creativity factor as an important variable in the understanding of campaign effect

This paper is of interest to researchers and marketers involved in communication strategy - from the development of creative ideas to media planning and tracking: The ultimate goal of the study described in this paper is to demonstrate the value of...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Lene Hansen, Lorenz C. Andersen

Company: Nielsen

September 1, 1993

Implementing internal customer satisfaction measurement within a market research agency

This paper is divided into two parts. The first part describes why we decided to set up an internal customer satisfaction survey within BMRB International, it reviews the issues that we confronted and how we decided to resolve these. It also...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Stella Hall, Derek Mesure

September 1, 1993

ISO 9000

The paper reflects one agency's experience in preparing to seek accreditation under a recognised Quality Standard scheme, BS 5750. The scheme was originally devised for use in manufacturing organisations, but is now becoming sought by service...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Roger J. Stubbs

Company: Ipsos MRBI

September 1, 1993

Quality evaluation in social services

The search for quality has been gaining ground in the last decade, not only in industry but also in services, in public organisations as well as in private firms. The following paper explains how, in France, regional authorities have also felt an...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Dominique Saint-Paul, Jean-Pierre Dreyfus

Company: KANTAR TNS Malaysia

September 1, 1993

The impact of quality and customer satisfaction on employee organizational commitment

The objective of this paper is to better understand how employee commitment is affected by the employee, quality, and customer focus of the organization. A two dimensional concept of employee commitment is introduced that goes beyond the traditional...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Lawrence A. Crosby, Douglas B. Grisaffe, Ted R. Marra

September 1, 1993

The assessment of communication quality

The present article starts with a discussion of the definition problems concerning the concept of communication quality. The conclusion is that communication quality is not an unequivocal concept, and it is argued why the criterion should be found in...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Theo B.C. Polesz

September 1, 1993

ESOMAR Annual Market Study 1992

This current report covers the 1992 market statistics. For the fifth year in succession ESOMAR has compiled a report on the market statistics.These would include market research market size and structure, together with a profile of the types of...

Catalogue: Global Market Research

Author: ESOMAR B.V.

September 1, 1993

The effect of TQM on research- and vice versa

Royal Mail, the letters' collection, distribution and delivery business in the UK, with 175 employees, one of the country's largest employers, embarked on Total Quality Management in 1988. This paper examines, in outline, the surveys in place to...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Diana Brown

September 1, 1993

An innovative application of conjoint analysis in satisfaction research

The idea that customers may not be satisfied while at the same time not be dissatisfied has been expressed repeatedly in the consumer satisfaction (CS) literature. This article relates the development of an innovative application of conjoint analysis...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Jordan L. Le Bel

September 1, 1993