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Research papers

Consumer satisfaction as a social indicator

The purpose of this paper is to investigate conceptual and methodological problems raised by research on consumer satisfaction and dissatisfaction (C S/D) and to review its areas of application.

Catalogue: Seminar 1980: Social Change Analysis As A Tool For Strategic Planning And Decision Making
Author: Yves Evrard
June 18, 1980

Research papers

Using technology to drive commercial opportunities at F1 races

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'}Insight from sensor technology used by F1 at 9 races in 2018 has significantly changed the way of thinking around how to maximize fan engagement and commercial opportunities at F1...

Catalogue: Congress 2019: The Global Data & Insights Summit
Author: Matthew Roberts
September 8, 2019

Research papers

A study illustrating that more effective recruiting programs can be developed on college campuses

The results of this study offer small comfort to companies who rely upon campus interviewers as a primary recruiting medium. By and large, they are not reaching the students in a meaningful way. There is a signal lack of communication between...

Catalogue: ESOMAR Congress 1968
Author: David North
June 15, 1968

Research papers

Creating a service culture

This paper outlines the research programme which has been instituted to monitor the multifarious aspects of the Customer First Programme instituted in Lloyds Bank. This is initially planned to span two and a half years. The elements of the research...

Catalogue: Seminar 1987: Strategies For Service Management
Authors: Don Porter, John F. Swift
June 15, 1987

Research papers

An assessment of the state of customer satisfaction measurement research

The purpose of this article, then, is to help bring marketing back into the "mainstream" of the customer satisfaction movement by first describing the evolution of customer satisfaction measurement into the unique technology that it is today. Second,...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Author: Lawrence A. Crosby
September 8, 1991

Research papers

Static and dynamic models in clients satisfaction studies

Setting toll charges involves one of the most important rights of the free citizen in a democratic regime: the freedom to come and go. This paper proposes a model for toll pricing which would maximize satisfaction of the many user types, as well as...

Catalogue: Latin America 2001
Authors: Nelson Acar Filho, Armando Carradore, Sueli Daffre Carvalho, Mário Mattos, Clifford Alexander Young, Michael Paul Zeitlin
May 1, 2001

Research papers

Qualitative research as a supplier of relevant and applicable action models

The paper focuses on the relationship between the research agency and its client and the production of client satisfaction within the context of business-to-business research. Client satisfaction and the quality of qualitative research is to a high...

Catalogue: Seminar 1990: Qualitative Research- How Are We Preparing For The Future?
Author: Jan De Tremerie
June 15, 1990


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

Research reports

Qualitative research for BP with oil fired central heating consumers

The purpose of the research study was to investigatethe noticeable decline in recorded satisfaction by BPcustomers for the service provided by BP and its authorizeddistributors of central heating fuel. 

Catalogue: CRAM/Peter Cooper Archive Collection
Author: CRAM/Peter Cooper Archive
February 1, 1976