Resources Library by ANA

An assessment of the state of customer satisfaction measurement research

The purpose of this article, then, is to help bring marketing back into the "mainstream" of the customer satisfaction movement by first describing the evolution of customer satisfaction measurement into the unique technology that it is today. Second,...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Lawrence A. Crosby

September 8, 1991

An on-line database of a government-sponsored training scheme

The Youth Training Scheme (YTS) is one of a number of training programmes administered by the Manpower Services Commission (MSC) in the UK. From its introduction in the spring of 1983 YTS offered one year of combined training and work experience to...

Catalogue: Seminar 1987: M.M.I.S- Useful For The User

Authors: Duncan Gray, Stephen Kelly

June 15, 1987

Assessing the effectiveness of computer-based training

Modern technology has made possible the use of distance learning on a large scale, by means of remote terminals linked by telecommunication land lines to a central computer system. Barclays Bank in GB has been developing such a system for the last...

Catalogue: EMAC/ESOMAR Symposium 1984: Methodological Advanced In Marketing Research In Theory And Practice

Authors: Robert J. Mortimer, Roger J. Stubbs

June 15, 1984

A practical 'learning tool' for marketing planning when using an extensive marketing research mix

The 'learning tool' as developed by the authors and called “Business Marketing and Marketing Research (B.M.M.R.) game, is especially designed for two groups of people:- Marketing researchers: To train in understanding the relative position of...

Catalogue: ESOMAR Congress 1983: Demonstrating The Contribution Of Research

Authors: Peter L. F. de Jong, G. G. Immink

June 15, 1983

Informing the staff of products, services and supplementary activities

The paper seeks to establish a link between research and advertising, communication and training as they relate to the marketing mix of activities. It indicates that selling is the vital link which provides profit. To that background the functions of...

Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally

Author: Ronald E. Dawes

June 15, 1982

Optimizing profitability through research amongst retail customers and staff

The study provided measures of the standing of W.H. Smith and its competition on specially-collected attitude dimensions. It also identified which aspects of the staff or the service they provide matter most to customers, and showed how the intensity...

Catalogue: ESOMAR Congress 1981: Research For Profitability

Authors: Fred Y. Phillips, Robert Falconer

August 23, 1981

The role of the employee in retail profitability

In 1976, Woolworth's management were given a clear indication that a problem existed when MORI presented the findings of a major study they had carried out on the attitudes of Woolworth employees to the company. Although the main objective of the...

Catalogue: ESOMAR Congress 1981: Research For Profitability

Authors: Keith Willoughby, Robert M. Worcester

Company: IPSOS

August 23, 1981

How to solve innovation problems systematically

The main and proven advantages of our "Technique for Innovation Problem Solving" (TIPS) are the following: 1. A clear distinction between the three group participant functions of project manager, process leader and group member. 2. A logical step by...

Catalogue: Seminar 1979: New Product Development

Author: Bernd Rohrbach

October 1, 1979

Research for progress, performance & profit

B.A.S.E. - Business Assessment Studies and Evaluation - is a market research based training package for improving retail outlet marketing and management skills for the profit of both the retailer and his suppliers. The system was developed to...

Catalogue: ESOMAR Congress 1976: Research That Works For Today's Marketing Problems

Author: Roger Sargood

June 15, 1976