Resources Library by ANA

Evaluation of service quality and customer satisfaction

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas

June 15, 1999

Evaluation of service quality and customer satisfaction (Spanish)

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas

June 15, 1999

Datamining for better knowledge

This paper describes a way of using datamining techniques to provide more and better information to managers and to help them manipulate information knowledge and action. With three case studies from the telecommunications industry we intend to...

Catalogue: ESOMAR Congress 1998: The Power Of Knowledge

Author: Michel Jambu

September 1, 1998

Nothing but blue skies

This paper describes a five stage programme to get the best out of innovative new product development research in the telecoms sector. It covers the pitfalls encountered at each stage suggesting solutions based on mistakes made on both client and...

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

Authors: Lisa Hunt, Janine Braier

June 15, 1998

Using research to improve global marketing

The paper describes how research was used to assist in the development of a relationship marketing programme designed to increase brand awareness and to position British Telecommunications and its family of alliances as a global telecommunications...

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

Authors: Jill Seabrooke, David Spilsbury

June 15, 1998

Advanced VS. traditional market research techniques

It is not always possible to apply the traditional market research techniques used in the consumer goods sector to the field of telecommunications because the mere concept of a new product/service is not capable of exactly conveying the perception...

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

Author: Maria Vittoria Santoni

June 15, 1998

How people live in a network society

Technology, new products and certain measurable movements tell us that there is a social change under way and the way in which people communicate is undoubtedly at the center of this shift. This paper attempts to shed light on what has been changing...

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

Authors: François-Rene Crocquet, Marc Carpentier

June 15, 1998

Telecom brands

This paper looks at the status of telecom and information technology branding and communications in the global market-place. While there has been considerable progress in branding skill and communications discipline by some players it is apparent...

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

Author: Carol Samms

Company: Through the Loop Consulting Ltd.

June 15, 1998

Shifting form a circuit to packet world

The paper examines trends emerging in the telecommunications industry by considering the business and network strategies of a new breed of entrants such as Qwest and Level 3’s referred to as bandwidth carriers and considers the assumptions...

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

Author: Eric de Fontenay

June 15, 1998