Resources Library by ANA

The mismeasure of satisfaction

Four areas of research pertinent to the measurement of Customer Satisfaction are examined. The four areas and the key findings from each are summarized below. 1. Theoretical Views Regarding Customer Satisfaction Satisfaction results from the...

Catalogue: International Automotive Marketing Conference 1994

Author: Murlidhar Rao

June 15, 1994

Is customer satisfaction really reflected in traditional customer satisfaction measures?

This paper questions some of the conventional approaches and ways that many manufacturers look at and use customer service research, in particular, Customer Service Monitors: The use of vague 'scales' to measure performance. The way the...

Catalogue: International Automotive Marketing Conference 1994

Authors: Ruth McNeil, Mark Carpenter

June 15, 1994

The role of prior decision constraints

When purchasing high involvement consumer durables such as new cars, consumers are assumed to progress through the following stages: Problem or Need Recognition; External Search; Alternative Evaluation; Purchase or Choice; Outcomes or Postpurchase...

Catalogue: International Automotive Marketing Conference 1994

Authors: Girish Punj, Richard Brookes

June 15, 1994

Measuring up to your own standards

BMW (GB) Limited has been conducting Customer Satisfaction studies among new car buyers in Great Britain for about eight years. The prime objective of these studies has been to assess the strengths and weaknesses of both the product and the service...

Catalogue: International Automotive Marketing Conference 1994

Author: Nigel Topping

Companies: BMW Group, KANTAR TNS Malaysia

June 15, 1994

Determinants of brand disloyalty

The car market has a remarquably high proportion of loyal customers. About 50 % of new car buyers choose for their new car the same brand as for the previous one. However, the economic and competitive situation may iead to an erosion of this figure....

Catalogue: International Automotive Marketing Conference 1994

Authors: Eric Lapersonne, Giiles Laurent, Jean-Claude Vessilier

June 15, 1994

Research tools for business strategies

The paper highlights the commitment of General Motors to marketing research, not for the sake of doing research but as a tool for making decisions and taking actions on the marketing scene. It shows how research has paid off for General Motors and...

Catalogue: ESOMAR/MERF/IAA Conference 1994: Challenges And Opportunities For Research In The Middle East

Authors: Roy Rutherford, Peter Wise, Joseph Khoury

January 1, 1994

Development of the automobile industry in Eastern Europe

This research project focuses on the entry of western European auto makers into eastern European markets and economies. Its purpose is to examine evolving competitive circumstances in the manufacture and marketing of automobiles and to explore the...

Catalogue: Seminar 1993: Marketing Integration Of West And East Europe

Author: Cyril C. Ling

June 15, 1993

CS research as a basis for CS strategy

This paper describes the experiences of a local distributor for the firm Mitsubishi when adopting a CS strategy in the fiercely competitive market of the Canary Islands where all the Japanese makes of vehicles have for some time been openly vying...

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

Authors: Fernando Saenz-Marrero, Gert Jung

June 15, 1993

A new approach to segmenting markets using rank-ordered preferences

In this paper we present a new heuristic that can be used to cluster ordinal data and highlight application potentials in the area of market segmentation. We prove the metric properties of the proposed heuristic which facilitates its usage as a...

Catalogue: ESOMAR/EMAC/AFM Symposium 1993: Information Based Decision Making In Marketing

Authors: B. Shekar, M. J. Xavier

June 15, 1993