Resources Library by ANA

The 2021 global consumer: Spotlight on satisfaction and confidence

Who is the 2021 consumer? We looked at consumer satisfaction and confidence to segment our audience and understand what's in store in 2021. Five key segments emerged:- Very Pessimistic- Cautious- Unsatisfied Spender- Satisfied Spender- Very...

Catalogue: Webinars 2021

Author: Richie Heron

Company: Toluna

April 1, 2021

Revue Française du Marketing (Mai 2004)

Le dernier numéro de la RFM consacré à la satisfaction des clients date de 1993. Ilétait nécessaire dix ans plus tard de faire le point, même si quelquesarticles isolés ont été publiés depuis. L'objectif de ce numéro...

Catalogue: ADETEM: Revue Française du Marketing

Author: ADETEM

Company: ADETEM

May 1, 2004

Hospitality guest satisfaction research in Asia Pacific

This paper will report and compare guest satisfaction data collected from fifteen countries (including Australia, China, French Polynesia, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Pakistan, Papua New Guinea, Philippines, Singapore,...

Catalogue: Asia Pacific 2002

Authors: Rey Alcocer, Scott Keshanech, Bethany Hoffman

Company: KANTAR TNS Malaysia

December 1, 2002

Revue Française du Marketing 1999 (N. 171)

Pour que ce numéro spécial soit aussi complet que possible, nousavons souhaité proposer au lecteur plusieurs pistesde réflexion concernant l'analyse et la gestion de l'interface et des moments de vérité. Dans cette...

Catalogue: ADETEM: Revue Française du Marketing

Author: ADETEM

Company: ADETEM

January 1, 1999

Analysis of actual and potential customer of mobile communications In Italy

This report offers evidence on the practicability and corporate efficacy of one approach to the analysis of socio-cultural factors influencing mobile phone use. 1 > Our survey enabled us to draw a general map of attitudes to cellular telephony...

Catalogue: Seminar 1998: Competition And Innovation In The Telecommunications Industry

Authors: Maurizio Soverini, Simonetta Armato, Mirella Belotti, Concetta Perone, Mario Fumi

Company: TIM (Telecom Italia)

June 15, 1998

Quality standards

The age old complaint of suppliers is that "clients won't pay for quality"; of clients, that "suppliers never define what they mean by quality, so you might just as well buy on price". What can both clients and suppliers do to remedy this...

Catalogue: Seminar 1993: Marketing And International Research

Author: Jane Kallm

June 15, 1993

Toward a common verbal scale of perceived quality

This research addresses a key issue of concern to the international users of customer satisfaction measurement (CSM) information. One of the benefits of CSM is that it offers a yardstick forjudging the performance of the company in becoming customer-...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Lawrence A. Crosby

September 1, 1992

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