Resources Library by ANA

Is the future wireless?

The highly developed Nordic telecom market has undergone enormous changes in the past decade. From dealing with a single customer group (fixed line only), we now face a much more sophisticated market with three coexisting groups: fixed line only;...

Catalogue: ESOMAR Telecommunications Marketing Conference 2002

Author: Svein Thalberg

Company: KANTAR TNS Malaysia

October 20, 2002

Special features of the telecom industry

This paper attempts to synthesise most of the related theories and the practical experience in the telecom industries, especially in the case of Germany and Hungary. One should clearly see that by means of basic penetration figures there are two...

Catalogue: ESOMAR Telecommunications Marketing Conference 2002

Authors: Ildikó Gergátz, Mária Törõcsik, Krisztián Szûcs

October 20, 2002

Using customer perceptions

A telecommunications company in the United States wanted to improve service by aligning internal service levels with customer requirements.They 1) identified customers' top priorities; 2) chose the priority with the most opportunity for improvement;...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: John H. Hughes, Engracia Perez-Prada

March 17, 2002

How to retain the image of a leader in changing business environment

The paper considers the case of the BeeLine brand in the context of the rapid changes in the market situation in the Russian telecom industry before and after the financial crisis of 1998. The BeeLine story exemplifies the diffusion of the innovation...

Catalogue: ESOMAR Congress 2001: Marketing Transformation

Authors: Elena Mosicheva, Tatiana Folomeeva

September 23, 2001

Research World (February 2000)

Hewlett-Packard’s award-winning advertising campaign shows a car breaking down and an onboard computer automatically rescheduling flights, updating hotel bookings, calling home, calling a breakdown truck and a relief hire-car- all in one...

Catalogue: Research World 2000

Author: ESOMAR B.V.

February 1, 2000

Using customer opinions to improve operations of a multinational company

This case history from a successful manufacturing company shows how basic corporate principles and culture are carried into and depend on survey research. The paper describes how qualitative and quantitative measures from face-to-face interviews...

Catalogue: ESOMAR Congress 1999: The Race For Innovation

Authors: Stephen Connell, Kurt Engelvuori

September 1, 1999

Evaluation of service quality and customer satisfaction

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas

June 15, 1999

Evaluation of service quality and customer satisfaction (Spanish)

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas

June 15, 1999

Datamining for better knowledge

This paper describes a way of using datamining techniques to provide more and better information to managers and to help them manipulate information knowledge and action. With three case studies from the telecommunications industry we intend to...

Catalogue: ESOMAR Congress 1998: The Power Of Knowledge

Author: Michel Jambu

September 1, 1998