Resources Library by ANA

Gambling

The consumer satisfaction study aimed at providing the customer, Casinos Austria, with practical hints concerning necessary, or desirable, improvements. Unlike concrete products or precise services, the "casino experience" is affected by a variety of...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Mario Pregesbauer, Rudolf Bretschneider

Company: GfK

June 15, 1993

Analysis of problems inherent in the prevailing fragrance research

The present fragrance research situation can be defined by just two words: need and dis-satisfaction The need for fragrance research is based on the fragrance's perceived importance as the "invisible brand personality", due to which it is constantly...

Catalogue: Seminar 1993: Consumer Research In Fragrance Business

Author: Barbara Busch

June 15, 1993

Measuring consumer expectations and satisfactions

Measurement of consumer expectations and satisfactions has been of long standing concern to consumer behaviour researchers and has been extended, in recent years, by academics and practitioners who have research interests in service quality - where...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Author: Barbara R. Lewis

June 15, 1993

Satisfied clients

This paper deals with "Satisfied Clients", a methodology for the measurement and improvement of client satisfaction. This methodology has been developed by Stork NV, the Netherlands, and has been applied with success at different Stork companies. The...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Author: Abraham D. de Vos

June 15, 1993

Customer research in a non-competitive environment

This paper examines the development of customer satisfaction research in the non-competitive environments inhabited by public sector organisations and the privatised utilities. It explains how the absence of the stick of competition and the carrot of...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Author: Tim Burns

Company: Ipsos MRBI

June 15, 1993

The ideal customer

This paper attempts to answer these two questions, with special reference to the automobile market. The paper is divided into three parts. The first part examines the nature of the satisfaction construct from a theoretical perspective, and then...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Author: Richard Brookes

June 15, 1993

Toward a common verbal scale of perceived quality

This research addresses a key issue of concern to the international users of customer satisfaction measurement (CSM) information. One of the benefits of CSM is that it offers a yardstick forjudging the performance of the company in becoming customer-...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Lawrence A. Crosby

September 1, 1992

Anticipating expectations

Three themes will have an increasing impact on consumer demand in the developed markets through the end of the decade:- Brand Value: Brands will become increasingly important to both marketers and consumers in the '90's as functional product...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Alexander L. Biel

September 1, 1992

The patient's voice

This paper is divided into four parts. The first part describes the dramatic changes which are currently being made to the National Health Service in the UK. Many of these changes affect the hospital service with the formation of an internal market...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Susannah Quick

September 1, 1992