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Research papers

Creating a service culture

This paper outlines the research programme which has been instituted to monitor the multifarious aspects of the Customer First Programme instituted in Lloyds Bank. This is initially planned to span two and a half years. The elements of the research...

Catalogue: Seminar 1987: Strategies For Service Management
Authors: Don Porter, John F. Swift
June 15, 1987
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Citation

Porter and Swift (1987a, June 15). Creating a service culture. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/creating-a-service-culture


Research papers

Retail image studies

The paper describes how retailers in the automotive business who are generally action oriented, overly concerned with prices charged and wanting to see real results in a short time frame can be made aware of their store image. Store image is here...

Catalogue: Seminar 1987: Strategies For Service Management
Author: Dick Hage
June 15, 1987
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Citation

Hage, D. (1987a, June 15). Retail image studies. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/retail-image-studies