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Research papers

Beyond customer satisfaction

This paper outlines the development of a customer loyalty programme for the residential customers of the major supplier of telecommunications services in New Zealand. The paper considers the business environment and context that prompted the...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Kate Waterhouse, Malcolm Law
June 15, 1996
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Citation

Waterhouse and Law (1996a, June 15). Beyond customer satisfaction. ANA - ESOMAR. Retrieved April 29, 2024, from


https://ana.esomar.org/documents/beyond-customer-satisfaction


Research papers

Using research to help keep good customers

This paper describes how Lloyds Bank tackled the issue of customer retention. The Bank used research to investigate the extent of defection due to dissatisfaction with the Bank and to explore the process leading from satisfaction to account closure....

Catalogue: Seminar 1994: Banking And Insurance- From Recession To Recovery
Authors: Kate Waterhouse, Ann Morgan
June 15, 1994
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Citation

Waterhouse and Morgan (1994a, June 15). Using research to help keep good customers. ANA - ESOMAR. Retrieved April 29, 2024, from


https://ana.esomar.org/documents/using-research-to-help-keep-good-customers