Resources Library by ANA

Customer satisfaction research

This paper will cover true Customer Satisfaction Research, and the many distinct steps that are needed to achieve the goal - understanding what makes your client's customers loyal. These techniques can give a Market Research organisation dramatic new...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Webster Kehr

September 8, 1991

An assessment of the state of customer satisfaction measurement research

The purpose of this article, then, is to help bring marketing back into the "mainstream" of the customer satisfaction movement by first describing the evolution of customer satisfaction measurement into the unique technology that it is today. Second,...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Lawrence A. Crosby

September 8, 1991

A process for using measures of customer satisfaction to direct service quality improvements

The purpose of this paper is to introduce a process for using measures of customer satisfaction and dissatisfaction to focus and direct internal service quality improvements. The paper attempts to build upon the conceptual model of service quality...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Randall Brandt, Charles Cooler-De Solliers

Company: Burke, Inc.

September 8, 1991

Beyond customer satisfaction

Expanding customer satisfaction measurement to the broader concept of Reference Group Management - to include customer satisfaction, employee orientation and image measurement, where appropriate - ensures that the correct decisions to improve...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Ian Jarvis, Joachim Scharioth

Companies: Burke, Inc., Infratest dimap Gesellschaft fur Trend- und Wahlforschung mbH

September 8, 1991

Cross-linking the quality expectations of the customer to quality control measures on the factory floor

This case-study describes some of the problems that are encountered when trying to integrate customer survey data in a total quality management process.

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Alfons-Pierre Ameel

September 8, 1991

Measuring customer satisfaction

This paper is divided into three parts. The first part describes the background to British Telecom’s Customer Satisfaction Measures Programme (CSM), with a description of the history of its predecessor (Telcare). The second part discusses the...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Authors: Margaret Cheng, David Dubow

Company: FDS International Ltd

September 8, 1991

Using consumer data to ensure quality service in Europe

Since 1983, United has maintained a continuous tracking survey for measuring customer satisfaction. In 1990, United began serving European markets and this program was extended to our European flights. This paper describes how United uses this...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Susan C. Hinderaker

September 8, 1991

Marketing and research today (August 1991)

For over thirty years the marketing discipline's self-concept has been dominated by 'the marketing concept' - the conviction that the purpose of the organization is to 'create satisfied customers'. In fact, the real purpose is control and when looked...

Catalogue: Marketing and Research Today

Author: ESOMAR B.V.

August 1, 1991

Measuring perceived quality and satisfaction

The paper focuses on measuring perceived quality and customer satisfaction. Following the introduction the paper consists of four sections. First a review of monitoring systems used by service industries is provided. The review examines key methods...

Catalogue: Seminar 1991: Travel And Tourism Transition

Author: Dan Sarel

June 15, 1991