Resources Library by ANA

CS research as a basis for CS strategy

This paper describes the experiences of a local distributor for the firm Mitsubishi when adopting a CS strategy in the fiercely competitive market of the Canary Islands where all the Japanese makes of vehicles have for some time been openly vying...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Fernando Saenz-Marrero, Gert Jung

June 15, 1993

A new approach to segmenting markets using rank-ordered preferences

In this paper we present a new heuristic that can be used to cluster ordinal data and highlight application potentials in the area of market segmentation. We prove the metric properties of the proposed heuristic which facilitates its usage as a...

Catalogue: ESOMAR/EMAC/AFM Symposium 1993: Information Based Decision Making In Marketing

Authors: B. Shekar, M. J. Xavier

June 15, 1993

How to meet client's needs?

Modem society is characterized by change : technological, political, economic... These changes all contribute to socio-cultural evolution, that is to say our evolving vision our ourselves and of the society in which we live. This, in turn, influences...

Catalogue: Seminar 1993: Marketing And International Research

Authors: Michel Ladet, François Montrelay

Company: RISC International (Europe) SA

June 15, 1993

Informing companies

Market research is in the 'informing and guiding companies business'. Its effectiveness depends on the quality of the informing service provided by both agencies and internal research departments. Examples from the motor industry suggest that many...

Catalogue: Seminar 1993: Marketing And International Research

Author: Philip Wade

June 15, 1993

The ideal customer

This paper attempts to answer these two questions, with special reference to the automobile market. The paper is divided into three parts. The first part examines the nature of the satisfaction construct from a theoretical perspective, and then...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Author: Richard Brookes

June 15, 1993

Measuring satisfaction (French)

In the automobile market, there is a close link between user satisfaction with products and after-sales services and brand loyalty. It is therefore not surprising that besides regularly programmed tracking studies on product satisfaction and the...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Daniel Bachelet

September 1, 1992

Measuring satisfaction

In the automobile market, there is a close link between user satisfaction with products and after-sales services and brand loyalty. It is therefore not surprising that besides regularly programmed tracking studies on product satisfaction and the...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Daniel Bachelet

September 1, 1992

The dealer as a customer

Vehicle manufacturers, their dealers, who they should regard as their customers, and the individuals or organisations who buy vehicles (who should be regarded as the dealer's customers) have an inter-dependent relationship. The manufacturer needs...

Catalogue: ESOMAR International Automotive Marketing Conference 1992

Author: Ron Sewell

June 15, 1992

Car dealer survival strategies

Car dealers depend on three main sources of income: the sale of new cars, used cars and of service and parts. They face major challenges in all three, possibly to an extent that threatens the very structure of the industry. In this paper, we review...

Catalogue: ESOMAR International Automotive Marketing Conference 1992

Author: Jonathan Brown

June 15, 1992