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Research papers

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

Research papers

Customer satisfaction in the distribution line

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
May 1, 1997

Research papers

IT in customer service

This paper presents the adoption of information technology in Customer Service and its verification through the application of an adapted Guttman scale. The Scalogram analysis is a validity test of a hierarchical scale for the functionality and...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'
Author: Christine Domegan
November 1, 1996

Research papers

Quality service

The paper describes a piece of research that has been coordinated by Eurisko, on behalf of Ferrari. The study was aimed at measuring customers’ satisfaction with the treatment they receive at the dealerships, during the purchase and the after...

Catalogue: Seminar 1996: Building Brand Identity In The Auto Industry
Authors: Claudio Bosio, Beatrice Cito Filomarino
Company: GfK
June 15, 1996

Research papers

Customer value strategies

As competition for business becomes more and more intense in the Middle East region, delivery of quality customer service has become a major goal for many companies in the region. This paper analyses the challenge faced by market research suppliers...

Catalogue: MENAP Forum 1996: Pressure On Profit
Author: Anna Rita Baglioni Hadjigavriel
March 1, 1996

Research papers

Customer service

Financial institutions have been forced to adapt from sales driven organisations to a customer focused operating culture in order to survive - although the process of adaptation is far from complete, and has not been painless. The problem is that...

Catalogue: Seminar 1994: Banking And Insurance- From Recession To Recovery
Authors: Peter W. Southgate, Lorna McCulloch
June 15, 1994

Research papers

Experience of bringing multinational companies on shore

Unilever markets over 1000 brands of packaged consumer goods in seventy five countries. This activity accounts for three quarters of its global sales. Its well-tried market development strategy has been systematically applied to the Arabian Peninsula...

Catalogue: ESOMAR/MERF/IAA Conference 1994: Challenges And Opportunities For Research In The Middle East
Author: R. Gopalakrishnan
Company: Unilever
January 1, 1994

Research papers

The responsibility for service delivery

On both sides of the Atlantic, the race is on to understand and meet customer expectations of service delivery, and research has a key role to play in helping organisations implement and sustain effective customer service programmes. For this paper,...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Authors: Karen Buros, Susan Blackall
September 1, 1992

Research papers

M-Net

The paper outlines the background to the launch of M-Net in South Africa as a Pay TV channel in opposition to the government controlled channels, and explains the initial launch strategy. It outlines the growth of the channel to date, the current...

Catalogue: ESOMAR/ARF Worldwide Broadcast Audience Research Symposium 1992
Authors: Heather Kennedy, Sue Grant
Company: Markinor (Pty) Ltd
June 15, 1992