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Research papers

Proactive relationship management

Expectation research has shown that high quality products, or services coupled with only an effective reactive support mechanism (i.e., a typical customer service function), will not be sufficient to support consumer loyalty into the next decade....

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?
Author: Richard J. Cottrell
Company: Maritz Research
June 15, 1993

Research papers

Measuring consumer expectations and satisfactions

Measurement of consumer expectations and satisfactions has been of long standing concern to consumer behaviour researchers and has been extended, in recent years, by academics and practitioners who have research interests in service quality - where...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?
Author: Barbara R. Lewis
June 15, 1993

Research papers

The changing face of the Czechoslovak consumer 1988 - 1992

The subject of this paper is the process of evolution undergone by Czechoslovak consumers between 1988 and 1992. The development of expectations together with achieved realities of the Czechoslovak population in terms of living standards and patterns...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Authors: Mia Bartonova, Jana Bérová
September 1, 1992

Research papers

Beyond judgements (German)

Marketing research often turns out to be a "killer of ideas and innovations" if the examination of products, concepts, etc. is restricted to the measurement of attitudes and consumer judgements. Within Europe, there is an increasing demand for...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Author: Ulrike Grabner
Company: IMAS International GmbH
September 1, 1992

Research papers

Defining and tracking consumer expectations

We define and measure expectations as being what people ideally would like in terms of the discriminating attributes of the choice category. For relevance in the interpretation of expectations it is necessary to view them for the individual and also...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Authors: Miriam Comber, Ian D. Greig
Company: Maritz Research
September 1, 1992

Research papers

Understanding consumer expectations

Through the process of obtaining consumer reactions to a wide variety of public service advertisement, an attempt has been made in this paper to understand the factors that govern consumer expectations of public service advertising. This paper...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Authors: Rama Bijapurkar, Titoo Ahluwalia
September 1, 1992

Research papers

Consumer expectations in an emerging market

The historic changes in Central Europe have opened up new worlds and opportunities for its peoples. The paper's objective is to prove that it is possible to conduct research with both sensitivity and insight in an emerging economy - research which...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Authors: Piotr Kwiatkowski, Michel Olszewski
Company: KANTAR TNS Malaysia
September 1, 1992

Research papers

The role of research in evaluating and improving public services

Local government is going through a period of considerable change in a number of European countries, including France and Britain, as the nature of central-local relations changes. While Britain is centralising power and decision-making, France is...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Authors: Denise Vaubrun, Brian Gosschalk
Company: Ipsos MRBI
September 1, 1992

Research papers

Architectural guidelines for castles in the sky

Modern saturated markets differ from the old markets in many respects. The rules of success and failure have changed. Conservative marketing confined to the perfecting and variation of old product categories often degenerates into fruitless games...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Author: Udo Reuter
Company: IMW-KOELN GmbH & Co. KG
September 1, 1992