Resources Library by ANA

The role of staff research in total quality management

This paper draws from MORI's wide experience of conducting employee attitude studies to show how such research can help answer those questions. It will also illustrate the value of research in providing a benchmark to measure improvement over time...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Susan Walker

Company: Ipsos MRBI

September 1, 1993

The impact of quality and customer satisfaction on employee organizational commitment

The objective of this paper is to better understand how employee commitment is affected by the employee, quality, and customer focus of the organization. A two dimensional concept of employee commitment is introduced that goes beyond the traditional...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Lawrence A. Crosby, Douglas B. Grisaffe, Ted R. Marra

September 1, 1993

The effect of TQM on research- and vice versa

Royal Mail, the letters' collection, distribution and delivery business in the UK, with 175 employees, one of the country's largest employers, embarked on Total Quality Management in 1988. This paper examines, in outline, the surveys in place to...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Diana Brown

September 1, 1993

Cultural lag at Sweden's workplaces

In the early decades of this century it was not uncommon for someone to be worn out by 50 after a lifetime of hard labor. The notion that the age of 50 is a marker separating the productive from the less productive worker lingers on in many quarters...

Catalogue: Seminar 1989: The Untapped Gold Mine

Author: Greta Frankel

Company: KANTAR TNS Malaysia

June 15, 1989

Determining critical levels for quality dimensions in service firms

The purpose of this paper is to give some guidelines of how one can set suitable levels of service components. It is too much to say that we will present a methodology for this purpose. We provide some indications of what can be done. In the paper we...

Catalogue: Seminar 1987: Strategies For Service Management

Author: Mikael Paltschik

June 15, 1987

Research on perceptions of quality of service among clients and branch personnel

The paper concentrates on findings and conclusions from research studies among retail bank-customer subgroups on one hand, and among personnel in SR-BANK on the other. Some service concepts will evolve, as will some possible psychographic...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Geir Sandgren

February 1, 1985

Quality of service in the branch

The paper describes a study undertaken to define and measure the quality of branch service in the TSB, perceived from the viewpoints of both customers and staff.

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Authors: Gillian S. Greenway, Peter W. Southgate

February 1, 1985

Bank staff

Bank marketing activity, certainly in the UK, has accelerated in the last decade from a trickle to a flood. The competitive pressures among the banks and from other organisations, notably building societies, have led to a profusion of new products...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Roger J. Stubbs

February 1, 1985

Informing the staff of products, services and supplementary activities

The paper seeks to establish a link between research and advertising, communication and training as they relate to the marketing mix of activities. It indicates that selling is the vital link which provides profit. To that background the functions of...

Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally

Author: Ronald E. Dawes

June 15, 1982