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Research papers

Customer focus in a service context

Customer orientation is the focus of this paper. The primary purpose of the underlying study is to measure the customer focus of real estate agents. The Narver and Slater -1990 scale was made operational to fit the situation of the real estate agents...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'
Authors: Ingrid Van Rijn, Yvonne Van Everdingen, Peter Risseeuw, Enno Masurel
November 1, 1996

Research papers

Who decides for the undecided customer?

Within grocery retailing, there seems to have been a shift to a more customer oriented perspective. As indicated by the empirical studies presented in this paper, grocery stores customers seem to be generally satisfied, and lack clear notions of how...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'
Authors: Carina Holmberg, Anne Magi
November 1, 1996

Case studies

Customer satisfaction monitoring to understand the market: Norwegian telecom

Due to deregulation within the area of telecommunications, an increasing number of Norwegian Telecom's former monopoly areas are, or will be, opened to free or licensed competition. This calls for a market and customer-oriented organization, with the...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future
Authors: Dag Eilertsen, Harald Djupvik
September 1, 1993

Research papers

To be or not to be durable

The Consumer Electronics Industry has worldwide arrived at a phase of reconditioning. Both manufacturers, consumers and the intermediate trade are confronted with Shakespeare's intriguing question mark: "To Be Or Not To Be?". Who will survive? There...

Catalogue: Papers 1992: How To Endure In The Durables Industry?
Author: Nico van der Zanden
Company: Philips International
June 15, 1992

Research papers

Service quality management

The banks that do well in the 1990's will be those which re-discover the customer and start to manage customer service. Customers tend to define service quality by what is spoken, heard or seen in their encounters with the bank. The 'service...

Catalogue: Seminar 1988: Research For Financial Services
Author: David Ballantyne
June 15, 1988

Research papers

To serve them all our days

The financial service industry is moving towards a more consumer, rather than product-led, orientation, with the philosophy of good service now becoming increasingly important. However, in this expanding area of market research the facilitator and...

Catalogue: Seminar 1988: Research For Financial Services
Authors: Kate Willis, Amanda Keech
June 15, 1988

Research papers

Supporting marketing decisions by forecasting and simulation based on panel data

The case study will show how consumer panel data are integrated into a consumer-oriented marketing model, how hypotheses on consumer's reaction can be checked and how different pricing strategies can be simulated.

Catalogue: Seminar 1987: Improving The Use Of Consumer Panels For Marketing Decisions
Authors: Rudolf Lewandowski, R. Otterpohl
June 15, 1987

Research papers

Retail image studies

The paper describes how retailers in the automotive business who are generally action oriented, overly concerned with prices charged and wanting to see real results in a short time frame can be made aware of their store image. Store image is here...

Catalogue: Seminar 1987: Strategies For Service Management
Author: Dick Hage
June 15, 1987

Research papers

Price behaviour models

In the past three years price behaviour has been more closely scrutinized than before. The efforts to improve the insight in the relationship between price and buying behaviour were stimulated by the increased competition in the field of retailing....

Catalogue: ESOMAR Congress 1974: The Challenges Facing Marketing Research
Authors: A. H. J. van Heteren, W. J. M. Asselbergs
September 1, 1974