Resources Library by ANA

Multimedia desktops in remote collaboration

An experiment on the use of two different Multimedia Desktop Systems (MDSs) in a remote collaboration environment is presented. A 2x2x4 mixed factorial experimental design was used (n=72). There were three independent variables: video quality (broad...

Catalogue: Seminar 1998: Competition And Innovation In The Telecommunications Industry

Author: Giacinto Matarazzo

June 15, 1998

Analysis of actual and potential customer of mobile communications In Italy

This report offers evidence on the practicability and corporate efficacy of one approach to the analysis of socio-cultural factors influencing mobile phone use. 1 > Our survey enabled us to draw a general map of attitudes to cellular telephony...

Catalogue: Seminar 1998: Competition And Innovation In The Telecommunications Industry

Authors: Maurizio Soverini, Simonetta Armato, Mirella Belotti, Concetta Perone, Mario Fumi

Company: TIM (Telecom Italia)

June 15, 1998

Viewer satisfaction in broadcasting services

In recent years, television broadcasting in Europe has often been accused low quality, and of providing the audience with a product increasingly lacking in innovation. Much of the resistance to measuring customer satisfaction arose within e world of...

Catalogue: ESOMAR/ARF Seminar 1998: Electronic Media And Measurement Trends

Authors: Vittorio Bossi, Domenico loppolo, Luca Ziglioli

Company: Nielsen

June 15, 1998

Using neural networks to put customer satisfaction data into action

Customer satisfaction analyses often suffer from the fact that it is difficult to compress the large amount of gathered data material into relevant, concrete action recommendations for decision makers, whereby the practical significance and operative...

Catalogue: ESOMAR Congress 1997: Learning From The Future

Authors: Klaus Stadtler, Thomas Liehr

Company: Burke, Inc.

September 1, 1997

Researching the future in the present

This paper defines the future, the current research inadequacy and how it can be overcome for the benefit of our clients, ourselves and the consumer. The primary precept is that we under-utilise our core competence of understanding the consumer, and...

Catalogue: ESOMAR Congress 1997: Learning From The Future

Authors: Susan Holder, David Young

September 1, 1997

The new face of marketing

Getting dose to customers, understanding and meeting their needs in terms of products, services and business relationships have been for many years the key corporate success factors. Of late much has changed, companies are now being forced to change...

Catalogue: ESOMAR/ARF/JMA Conference 1997: Fit for the global future?

Author: David Jamieson

Company: KANTAR TNS Malaysia

June 15, 1997

Freeing yourself from the customer satisfaction straightjacket

Growth in companies seeking to determine whether customers are satisfied with products and services is, of course, to be commended. However, many of the customer satisfaction vehicles currently being used have become a straightjacket’ that limit...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America

Authors: David Smith, Aunia Grogan

Company: DVL Smith Ltd

June 15, 1997

Store loyalty, frequency of shopping and their determinants

With the increasing concern for customer satisfaction, loyalty has come increasingly into focus in marketing planning and marketing strategy. This also applies to retailing. However, as the present paper will show, in a retailing context, loyalty is...

Catalogue: Seminar 1997: The Changing Retail Scene

Authors: Flemming Hansen, Foul K. Faarup, Antje Christensen

Company: KANTAR TNS Malaysia

June 15, 1997

Customer satisfaction in the distribution line (Spanish)

This paper illustrates the benefits of the CSM Customer Satisfaction Measurement Model and its contribution to total quality management programs. Identifying satisfaction drivers for distribution line members of a household electrical appliances...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America

Author: Norah Schmeichel

Company: GfK

June 15, 1997