Resources Library by ANA

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

Efficiently measuring opinions in the capital market

The paper describes briefly how respondent different scale usage may affect the analysis of results derived from discrete scales such as those commonly used in marketing research.Those effects are essentially due to yea / nay / middle-of-the road...

Catalogue: ESOMAR Congress 2004: Integrating Marketing Research in Business

Authors: Luiz Fernando Lopes Filho, Elaine Restier, Luiz Sá Lucas, Eduardo Werneck

September 19, 2004

Making data dance

What are the environmental, social and economic dimensions of sustainable development at a regional level?This key question led to the search for an indicator system that could measure it. The author differentiates between the subjective quality of...

Catalogue: ESOMAR Responsible Marketing 2004

Author: Dieter Korczak

May 11, 2004

Does free choice lead to higher satisfaction?

Most psychological research and everyday intuition suggest that consumers make more satisfying choices when they have a large unrestricted choice set.This paper challenges this logic and investigates the conditions under which consumers are happier...

Catalogue: ESOMAR Conference on Automotive Marketing 2004

Author: Ofer Zellermayer

March 1, 2004

Are committed dealers more profitable to an OEM?

Many automotive manufacturers conduct satisfaction surveys of their dealerships, either directly or through syndicated studies. The presumed benefit of this feedback is in helping to develop and implement process improvements directed to improve...

Catalogue: ESOMAR Conference on Automotive Marketing 2004

Authors: Joel Lieberman, Tanniru R. Rao

Company: Market Probe International Inc.

March 1, 2004

Effective prioritisation of things gone wrong for maximising satisfaction improvement

This paper describes the limitations of current quality tracking measurements and reporting in effectively differentiating vehicle quality using a tally of incidence of Things Gone Wrong (TGW).The authors propose a new framework for measuring and...

Catalogue: ESOMAR Conference on Automotive Marketing 2004

Authors: Dennis Pietrowski, Mike Harper, Bharath Vijayendra

Company: RDA Group, INC

March 1, 2004

Why shift to customer experience measurement seated in brand values rather than process delivery?

In a market place where achieving competitive advantage through product differentiation alone is seen as only part of the equation, the creation of a unique customer experience is seen as the new battleground.The question is how does one capture,...

Catalogue: ESOMAR Conference on Automotive Marketing 2004

Authors: Gavin Winter, Duncan Sands

Company: Maritz Research

March 1, 2004

Utilizing the "voice of the customer" to enhance business success

Air Products and Chemicals is a large, global manufacturer serving a range of markets from industrial manufacturers, petrochemical and semiconductor production through healthcare providers.This paper addresses the company's efforts to collect and...

Catalogue: ESOMAR Conference 2004: Technovate 2

Author: Bob Ricci

February 1, 2004

What customer information do category managers need?

Processing the right customer information is fundamental for category managers to become more market oriented. Information supply has to respect individual knowledge to support effective information processing and to avoid information overload. This...

Catalogue: ESOMAR Conference on Retailing/Category Management 2003

Authors: Martin Einhorn, Randy Drenth, Thomas Rudolph

October 26, 2003