Resources Library by ANA

Improving the travel experience

This paper analyses why past efforts to raise air passengers' satisfaction have not helped most airlines to differentiate themselves from competitors.Using years of historical and current data collected in the airline industry, the paper demonstrates...

Catalogue: Leisure 2006

Authors: Carsten Friedrichsen, Daniel Ray, David Perroud

October 8, 2006

The games we play

Using a key theory of psychoanalysis (Transactional Analysis), this paper analyses the way we run our online panels. It points out that a lot of the problems we are experiencing (declining response rates, professional respondents, etc.) are...

Catalogue: Panel Research 2006

Author: Pete Comley

October 8, 2006

Behaviour and attitudes of Chinese tourists

The China market has been acknowledged as one of the key emerging leisure markets in the world.This paper provides an overview of the China outbound travel market, and combines the findings from latest attitudinal studies on Chinese tourists.In...

Catalogue: Leisure 2006

Authors: Grace Wen Pan, Rene Bos

Company: Nielsen

October 8, 2006

The complex customer

The main focus of this paper is to illustrate how one Asian automotive manufacturer applied an innovative qualitative research approach utilizing several methods from a number of disciplines across multiple dimensions to gather critical customer...

Catalogue: Qualitative 2006

Authors: Michael Francesco Alioto, Deana Gillespie

Company: Market Probe International Inc.

October 8, 2006

The modern marketing researcher

This paper presents an ideal model and strategy of the modern marketing researcher based on the thoughts and ideas of Leonardo da Vinci.Our vision for the modern marketing researcher is rooted in the European Renaissance but applicable to the modern...

Catalogue: Latin America 2006

Author: Michael Francesco Alioto

Company: Market Probe International Inc.

October 8, 2006

The myth of service recovery

One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service...

Catalogue: Leisure 2006

Author: Rick Garlick

October 8, 2006

Ensuring data integrity for business decisions

While online panels can reduce the cost and time it takes to undertake research, there is often little understanding of how the quality of the panel affects data integrity and importantly the ability to make reliable business decisions based on the...

Catalogue: Panel Research 2006

Authors: Birgi Martin, Jenny Koo, David Day, Ralph Risk

Company: Kantar

October 8, 2006

Finding new opportunities

Mobile phones with integrated GPS, or access to it through Bluetooth technology, enables mobile value-added service companies to provide new and better services based on accurate knowledge of the client's location.This paper describes a new product...

Catalogue: Telecom 2006

Authors: Jose Melero, Jose Delgado

October 8, 2006

From inspiration to the shopping cart

Successful NPD is one of the foremost challenges that the marketing fraternity grapples with today. Always an uncertain territory, it has become even more of a battle in the present context, with a fatigued consumer overloaded with sameness. An...

Catalogue: Qualitative 2006

Authors: Shashikala Raj, Anjali Puri

Company: Nielsen

October 8, 2006