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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-


Research papers

Optimizing profitability through research amongst retail customers and staff

The study provided measures of the standing of W.H. Smith and its competition on specially-collected attitude dimensions. It also identified which aspects of the staff or the service they provide matter most to customers, and showed how the intensity...

Catalogue: ESOMAR Congress 1981: Research For Profitability
Authors: Fred Y. Phillips, Robert Falconer
August 23, 1981
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Citation

Phillips and Falconer (1981a, August 23). Optimizing profitability through research amongst retail customers and staff. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/optimizing-profitability-through-research-amongst-retail-customers-and-staff