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Judson and Johnston (1996a, June 15). Pulling down the walls of the tower. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/pulling-down-the-walls-of-the-tower
Waterhouse and Law (1996a, June 15). Beyond customer satisfaction. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/beyond-customer-satisfaction
Lees, C. (1996a, June 15). The interactive consumer. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/the-interactive-consumer
Rogy and Bantleon (1996a, June 15). Quality of service. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/quality-of-service-4775
Serre, Mariotte and Antoine (1996a, June 15). Monitoring customers. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/monitoring-customers
Jambu and Schmitt (1996a, June 15). Quality of service. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/quality-of-service
Colombo and Standen (1996a, June 15). Communication. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/communication
Rao, M. (1996a, June 15). Is a process needed?. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/is-a-process-needed-
Sinha, A. (1996a, June 15). Needs of a telecom operator. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/needs-of-a-telecom-operator