Resources Library by ANA

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

Measuring customer satisfaction

This paper is divided into three parts. The first part describes the background to British Telecom’s Customer Satisfaction Measures Programme (CSM), with a description of the history of its predecessor (Telcare). The second part discusses the...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Margaret Cheng, David Dubow

Company: FDS International Ltd

September 8, 1991

Using consumer data to ensure quality service in Europe

Since 1983, United has maintained a continuous tracking survey for measuring customer satisfaction. In 1990, United began serving European markets and this program was extended to our European flights. This paper describes how United uses this...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Susan C. Hinderaker

September 8, 1991

Marketing and research today (August 1991)

For over thirty years the marketing discipline's self-concept has been dominated by 'the marketing concept' - the conviction that the purpose of the organization is to 'create satisfied customers'. In fact, the real purpose is control and when looked...

Catalogue: Marketing and Research Today

Author: ESOMAR B.V.

August 1, 1991

Measuring the value of print advertising

Advertising testing should be an integral part of a successful brand management system. For this reason the continuous tracking of consumer attitudes in a product category is recommended. With computer-interview disks always in the field, the tracked...

Catalogue: Seminar 1991: Publishing For An Optimal Product

Author: Ian D. Greig

June 15, 1991

Measuring the vitality of a product after its launch

The paper is divided into four parts illustrating problems linked with verifications a Company can be faced with, within the market realities, when it decides to launch/relaunch/modify a product. This verification takes place after the research...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Fausto Falcone, Mario Figini

Company: Nestlé

June 15, 1991

Mystery shopper research

Mystery shopper research (or mystery buyer research) is an often underestimated instrument with respect to its various applications. In industries where personal selling is the most important or one of the most important marketing mix variables, MSR...

Catalogue: Seminar 1991: Travel And Tourism Transition

Authors: Eric Sondervan, Ad Schalekamp

Company: NIPO

June 15, 1991

Marketing in East Germany

The East German population is characterised by five main patterns : 1. Unique situation in Europe : A German-latin cocktail 2. A modem social society in transition towards a consumer society 3. Heritage of socialism : social commitment 4. Socialist...

Catalogue: Conference 1991: International Marketing Research

Author: Christine Woesler de Panafieu

June 15, 1991