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Research papers

Global customer satisfaction monitoring

This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis.In particular, it investigates the banking sector and draws on the experience of global financial institutions in terms of designing a...

Catalogue: ESOMAR Conference on Financial Services 2005
Author: Alison Blair
February 1, 2005
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Citation

Blair, A. (2005a, February 01). Global customer satisfaction monitoring. ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/global-customer-satisfaction-monitoring


Research papers

Ideas for business

The paper considers the use of Creative Idea Generation techniques with business respondents, in both group discussions and individual interviews, with particular reference to employee research conducted across six countries for BT, the United...

Catalogue: ESOMAR Worldwide Qualitative Research Conference 2004
Author: Mary Bard
November 28, 2004
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Citation

Bard, M. (2004a, November 28). Ideas for business. ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/ideas-for-business


Research papers

Becoming a preferred employer

This paper reports a case history where an employee loyalty measurement programme contributes to the strategic direction as well as tactical needs of Compass Group, the world's tenth largest employer.It demonstrates how a close partnership between...

Catalogue: ESOMAR Congress 2004: Integrating Marketing Research in Business
Authors: Melanie Hipperson Jugdev, Jane Maxwell
September 19, 2004
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Citation

Jugdev and Maxwell (2004a, September 19). Becoming a preferred employer. ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/becoming-a-preferred-employer


Research papers

Development and implementation of the commercial performance audit

For their eventual performance, many organisations rely hugely on the way in which client contact takes shape, i.e. on the shop floor, with a crucial role for the shop floor employee.Does the shop floor employee seize every opportunity to offer...

Catalogue: ESOMAR Congress 2004: Integrating Marketing Research in Business
Authors: Wilfred Kik, Leo van Doorn
September 19, 2004
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Citation

Kik and van Doorn (2004a, September 19). Development and implementation of the commercial performance audit. ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/development-and-implementation-of-the-commercial-performance-audit


Research papers

Development and implementation of the commercial performance audit

For their eventual performance, many organisations rely hugely on the way in which client contact takes shape, i.e. on the shop floor, with a crucial role for the shop floor employee.Does the shop floor employee seize every opportunity to offer...

Catalogue: ESOMAR Congress 2004: Integrating Marketing Research in Business
Authors: Wilfred Kik, Leo van Doorn
September 19, 2004
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Citation

Kik and van Doorn (2004a, September 19). Development and implementation of the commercial performance audit. ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/development-and-implementation-of-the-commercial-performance-audit-6437


Research papers

Building store loyalty through employee focus

Can an inward focus on building employee loyalty increase customer loyalty? Based on key research findings, this paper attempts to track the specific initiatives taken by India's largest lifestyle retail chain, Shoppers' Stop, and traces the impact...

Catalogue: ESOMAR Conference on Retailing/Category Management 2003
Authors: Sridevi Rao, Sanjay Badhe
October 26, 2003
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Citation

Rao and Badhe (2003a, October 26). Building store loyalty through employee focus. ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/building-store-loyalty-through-employee-focus


Research papers

Managing intangible assets to create tangible value in organizations

This paper is based on the premise that the intangible asset of a company, in form of its employees and customers, and the relationship the company forms with these constituencies, are what create value and generate profit. The authors build upon...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research
Authors: Berth Jonsson, Mikael Paltschik, Soumya Roy
September 14, 2003
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Citation

Jonsson, Paltschik and Roy (2003a, September 14). Managing intangible assets to create tangible value in organizations. ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/managing-intangible-assets-to-create-tangible-value-in-organizations


Research papers

Consumer driven prescription drug plans

Considerable discussion on the rising healthcare and pharmaceutical costs and the future direction of the U.S. healthcare system is routinely heard in political debates and with employers. Employers are shifting some of the cost burden to their...

Catalogue: ESOMAR Global Healthcare Conference 2003
Authors: James Bologna, Donald Falkinburg
February 23, 2003
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Citation

Bologna and Falkinburg (2003a, February 23). Consumer driven prescription drug plans . ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/consumer-driven-prescription-drug-plans-


Research papers

Reckitt Benckiser Brazil

This paper describes the internal process undertaken by Reckitt Benckiser Brazil in order to achieve their goal, as a socially responsible organization, to attracts, maintain and motivate superior talent, adapt rapidly to changing environment, fully...

Catalogue: Latin America 2002
Authors: Mário Mattos, Antonio C. Werneck
May 12, 2002
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Citation

Mattos and Werneck (2002a, May 12). Reckitt Benckiser Brazil . ANA - ESOMAR. Retrieved April 16, 2024, from


https://ana.esomar.org/documents/reckitt-benckiser-brazil-