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Research papers

Myth or reality?

This paper discusses London Underground's continuous Customer attitude research program: known as the Customer Satisfaction Index (CSI). It is written in the spirit of describing the genesis of an actionable management information tool: one that now...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?
Authors: Mark G. J. Hodson, Robert Falconer
June 15, 1993
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Citation

Hodson and Falconer (1993a, June 15). Myth or reality?. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/myth-or-reality-