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Research papers

Pulling down the walls of the tower

This paper describes a customer satisfaction programme carried out for Telewest Communication. It focuses on the initial selling of the survey to the internal clients and the communication of the results to the different audiences within Telewest....

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Liz Judson, Alex Johnston
June 15, 1996
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Citation

Judson and Johnston (1996a, June 15). Pulling down the walls of the tower. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/pulling-down-the-walls-of-the-tower


Research papers

Beyond customer satisfaction

This paper outlines the development of a customer loyalty programme for the residential customers of the major supplier of telecommunications services in New Zealand. The paper considers the business environment and context that prompted the...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Kate Waterhouse, Malcolm Law
June 15, 1996
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Citation

Waterhouse and Law (1996a, June 15). Beyond customer satisfaction. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/beyond-customer-satisfaction


Research papers

The interactive consumer

The purpose of this paper is to show the importance of understanding consumer behaviour through research, in two main areas of the telecommunications market place. Firstly, it will discuss the importance of considering the consumer within the broader...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Author: Clare Lees
June 15, 1996
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Citation

Lees, C. (1996a, June 15). The interactive consumer. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/the-interactive-consumer


Research papers

Quality of service

In a competitive environment, quality of service in voice telephony plays an increasingly important role both from a policy point of view and from a strategic point of view. Measuring, comparing and informing on quality of service will, therefore,...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Michel Rogy, Elke Bantleon
June 15, 1996
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Citation

Rogy and Bantleon (1996a, June 15). Quality of service. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/quality-of-service-4775


Research papers

Monitoring customers

This document presents the system of surveys and indicators, in use since 1987 which allows France Telecom to monitor customers on a permanent basis. It then goes on to explain how this set-up mobilises and stimulates operational units. It also...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Jean-Michel Serre, Claude Mariotte, Jacques Antoine
June 15, 1996
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Citation

Serre, Mariotte and Antoine (1996a, June 15). Monitoring customers. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/monitoring-customers


Research papers

Quality of service

This paper describes a computer system having quality of service data available the moment decision makers need it. To manage Quality of Service, France Telecom uses a customized system which provides decision makers with statistical information and...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Michel Jambu, Jean Schmitt
June 15, 1996
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Citation

Jambu and Schmitt (1996a, June 15). Quality of service. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/quality-of-service


Research papers

Communication

This paper looks at the use of communication, not only advertising, as a strategic resource for creating strong links with the various segments of telecommunications users. This need was isolated by Telecom Italia as a result of the very rapid...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Valeria Colombo, Patrick G. M. Standen
Companies: TIM (Telecom Italia), Burke, Inc.
June 15, 1996
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Citation

Colombo and Standen (1996a, June 15). Communication. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/communication


Research papers

Is a process needed?

Most research in telecommunications has focused on tests of technology, not tests of market demand. As a result, key issues such as the competitive frame, consumer needs not met by existing alternatives, and pricing have all gone largely ignored. The...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Author: Murlidhar Rao
June 15, 1996
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Citation

Rao, M. (1996a, June 15). Is a process needed?. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/is-a-process-needed-


Research papers

Needs of a telecom operator

The telecommunications industry has become dynamic due to the growth of new services, introduction of new technologies, and increasing competition between telecom operators. In such a dynamic situation it is difficult to take a snap-shot of the...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Author: Atul Sinha
Company: Philips International
June 15, 1996
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Citation

Sinha, A. (1996a, June 15). Needs of a telecom operator. ANA - ESOMAR. Retrieved May 29, 2024, from


https://ana.esomar.org/documents/needs-of-a-telecom-operator