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Mercer and Cordell (2018a, September 23). Unifying measures of customer experience and satisfaction. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/unifying-measures-of-customer-experience-and-satisfaction-9425
Zijlstra, van der Ploeg and Helder (2017a, August 25). An insights engine fueling the future of an airline group. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/an-insights-engine-fueling-the-future-of-an-airline-group
Zijlstra and van Keulen (2014a, September 10). Innovation in customer feedback. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/innovation-in-customer-feedback-8344
Gordon, Stirling, Setyorini and Leonardo (2014a, May 13). Happy shoppers. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/happy-shoppers-8137
Polok, Cias and Opalski (2012a, March 26). Why customers are loyal. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/why-customers-are-loyal
Schmid and Palmer (2008a, March 03). Grasping the moment of truth. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/grasping-the-moment-of-truth
Gadeib and Sassinot-Uny (2007a, October 28). Panel satisfaction index. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/panel-satisfaction-index
Neira and Cohen (2005a, October 23). Satisfied with your customer analysis methods?. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/satisfied-with-your-customer-analysis-methods-
D'Souza and Rao (2005a, February 01). Implementing the paradigm shift from satisfaction to loyalty. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/implementing-the-paradigm-shift-from-satisfaction-to-loyalty