Resources Library by ANA

The shift to the era of the wired consumer

The lines are blurring among four huge industries: computers, consumer electronics, communications and entertainment. The relentless spread of digital electronics-converting information, sound, video, text, and images into a single stream of ones and...

Catalogue: Seminar 1997: Do we control IT or are we IT's slave?

Author: Edward O'Hara

January 1, 1997

Attribute importance

In customer satisfaction research, analysis methods are needed that can provide a clear insight into the complex relationships among satisfaction ratings and various performance attributes. The purpose of such an analysis is to identify the areas...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'

Authors: Gilbert Swinnen, Koen Vanhoof

November 1, 1996

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

Linking customer satisfaction to loyalty and performance

Satisfied customers and customer retention should be one of the highest priorities of any business enterprise. Many companies are using some form of customer satisfaction measurement, but most companies do not have methods to put the customer...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'

Authors: Kai Kristensen, Anne Martensen

November 1, 1996

Marketing in today's Ukraine

The paper reports and analyses findings on how Ukrainian companies of different types of ownership adopted marketing concepts and organized their marketing activity during the transitional period from a command society to a market economy....

Catalogue: ESOMAR Congress 1996: Changing Business Dynamics

Author: Irina Akimova

September 1, 1996

A home grown brand

This paper looks at the development of a new brand in the consumer electronics durables field, Aftron, using brand equity research as a starting point. It examines the reasons for the development of the brand, the research used to understand the...

Catalogue: MENAP Forum 1996: Pressure On Profit

Authors: Jerry Cregan, Sanjay Badhe

March 1, 1996

Increasing revenues in furniture sales by increasing customer retention

From a business point of view, Germany is made up of about 35 million households. These people purchase lots of food, cars, gelly babies, mountain bikes etc. And they buy lots of furniture to the value of more than 40 thousand million marks a year....

Catalogue: Seminar 1995: Facing Up To The Challenges In Retailing

Author: Wolfgang Dittrich

Company: Burke, Inc.

June 15, 1995

Evaluating and forecasting prescribing

The paper is divided into four main sections. The Methodology describes the data upon which the analyses were based and explains the theoretical background to the approach adopted. The Results are then presented to show how large and small drugs...

Catalogue: EphMRA/ESOMAR Conference 1995: Pharmaceutical Marketing Research- The Challenge For Growth

Authors: Andrew S. C. Ehrenberg, Philip Stern

June 1, 1995

A 2E2N approach to customer satisfaction surveys

This paper describes a two stage customer satisfaction methodology that identifies the relevant attributes in products or services, evaluates their importance degree, qualifies the attributes from the point of view of their nature, evaluates the...

Catalogue: Latin America 1995: Trends And Tools For Business Decisions

Author: Luiz Sá Lucas

May 1, 1995