Resources Library by ANA

Evaluation of service quality and customer satisfaction

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas

June 15, 1999

Evaluation of service quality and customer satisfaction (Spanish)

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas

June 15, 1999

Office-based data collection

This paper describes an alternative method of data collection in customer satisfaction studies - office-based data collection via the Internet. The project described here is part of an Incentive Programme comprising all stall' in the branch offices...

Catalogue: ESOMAR Net Effects 1999

Author: Per Lundgren

June 15, 1999

Revue Française du Marketing 1999 (N. 171)

Pour que ce numéro spécial soit aussi complet que possible, nousavons souhaité proposer au lecteur plusieurs pistesde réflexion concernant l'analyse et la gestion de l'interface et des moments de vérité. Dans cette...

Catalogue: ADETEM: Revue Française du Marketing

Author: ADETEM

Company: ADETEM

January 1, 1999

Data mining VS. conventional analysis

The paper performs a comparison of data mining tools with conventional tools. It is focused on the analysis of issues such as if the new techniques are better than the older ones if so in which sense and when we should apply them. The effort is...

Catalogue: ESOMAR Congress 1998: The Power Of Knowledge

Author: Luiz Sá Lucas

September 1, 1998

Identifying latent dissatisfied customers

Data mining is the automated search for hidden previously unknown and interesting knowledge from large databases. This paper describes the use of data mining in the domain of customer satisfaction studies more specifically to tackle the problem of...

Catalogue: ESOMAR Congress 1998: The Power Of Knowledge

Authors: Josee Bloemer, Tom Brijs, Gilbert Swinnen, Koen Vanhoof

September 1, 1998

Customer satisfaction research

All over the world, customer satisfaction has been recognised as an important subject to increase customer loyalty and retention. In each country or culture with freedom of decision customer satisfaction is closely connected with customer loyalty and...

Catalogue: ESOMAR Handbook Of Market And Opinion Research

Authors: Christian Hothum, Susanne Spintig

September 1, 1998

Gain mobility by new forms of vehicle utilisation and mobility management

‘Mobility management’ is a global concept of various policies to ensure the efficient sustainable satisfaction of mobility demands. Intermodality including all transport carriers will provide an increased quality of life and added value....

Catalogue: International Automotive Marketing Conference 1998

Authors: Conrad Wagner, Heiner Schmeck

June 15, 1998

Using the Internet to measure customer satisfaction

Delivering excellent customer service requires that managers continually survey customers for feedback and promptly respond. Today the Internet has begun to enable customers to provide feedback more easily quickly cheaply and accurately than ever...

Catalogue: The Worldwide Internet Seminar 1998

Author: John Chisholm

June 15, 1998