Resources Library by ANA

An integrated approach to customer care research in a multi-cultural environment

Providing superior customer service requires an accurate understanding of customer needs and perceptions. This paper looks at some of the problems of customer service measurement in the multi-cultural South African environment. Taking cognisance of...

Catalogue: Seminar 1992: Banking And Insurance- Pressure On Profits, Pressure On Research

Authors: Timothy D. Cooke, Martin Slack

June 15, 1992

The use of consumer research to assess the potential and optimize the launch of a new brand in the Arabian Peninsula

For many years Head and Shoulders was Procter and Gamble's only entry in the shampoo market in the Middle East. H&S was by far the leading anti-dandruff shampoo enjoying very high market shares throughout the Arabian Peninsula. The problem,...

Catalogue: ESOMAR Conference 1992: The Opportunity Factors To Business Success In The Post War Middle East

Author: John F. Cook

Company: Procter & Gamble

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

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

Europe 1992

The primary responsibility of the World Gold Council (W.G.C.) is to stimulate the demand for gold in all its end uses through promotion. Since two-thirds of newly mined gold is used in jewellery manufacture, this consumer-driven market is the...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Sylvia Ruscheweyh, David Beazley

June 15, 1991

The social psychological basis of individualisation in consumer lifestyles and demand

Individualism in Western countries has come about through psychological and socio-cultural factors: human needs for a separate, distinctive identity in comparison with others. This requires secure attachments and core group affiliations, on top of...

Catalogue: Seminar 1991: The Growing Individualisation Of Consumer Lifestyles And Demand

Author: Alan Branthwaite

Company: KANTAR TNS Malaysia

June 15, 1991

The embryonic consumer

Overall, the paper explores the extent to which consumers in Eastern Europe are similar to or different from consumers in the West, and presents some original data on consumer values which indicate that not only are values in Eastern Europe somewhat...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Carla Millar, Christine Restall

June 15, 1991

Conformism and transformism

Within the framework of a changing world, marketing products like quick frozen foods and ice cream are continuously confronted with improvements in the form of innovation and renovation. The possible changes concern naturally not only the intrinsic...

Catalogue: ESOMAR Congress 1990: Using Research For Marketing In The 90's

Author: Clement Forges

September 1, 1990