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Research papers

Work versus life?

The aim of this presentation is to examine what drives employee engagement and worklife happiness across the globe. What differences and similarities do we find between countries and how does this indicator of societal trends interact with wider...

Catalogue: Congress 2007: Excellence
Authors: Charlotte Cornish, David Donnelly, Fabián Echegaray
Companies: Market Analysis, FDS International Ltd
September 19, 2007

Research papers

Customer handling

This paper covers the factors which drive satisfaction or dissatisfaction with service events (such as fault repairs or complaints) where the customer has had contact with BT. It considers how the company can increase satisfaction through improved...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Ric Tizard, Stephen Link
Company: FDS International Ltd
June 15, 1996

Research papers

Technology in banking

There can be little doubt that the influence of technology is fundamentally changing the nature of the relationship between our High Street banks and their customers. In the United Kingdom, this is most graphically illustrated by the growth in the...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance
Author: Doug Komiliades
Company: FDS International Ltd
May 1, 1996

Research papers

The path to BS 5750

BS 5750 in the UK is a quality assurance system creating a set of procedures designed to document and improve practices to maximise the quality of a company's output. In the UK it was initially conceived for manufacturing industry, but in the last...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future
Authors: Janet Weitz, Michele Silber, Sandy Johnston
Company: FDS International Ltd
September 1, 1993

Research papers

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

Research papers

New product research in the travel and tourism market

New Product Development in the FMCG market is well documented and there are a number of volumetric forecasting models available. However since most of these rely on measures of trial and repeat purchase they are of little use in markets where the...

Catalogue: Seminar 1991: Travel And Tourism Transition
Author: Charles Ilsley
Company: FDS International Ltd
June 15, 1991

Research papers

The need for a systematic approach to product optimisation and flavour development research

This paper discusses in practical terms the problems which can affect research in the area of product optimisation and flavour development, as viewed from the standpoint of an agency researcher specialising in food and drink research. The...

Catalogue: Seminar 1989: Research For Flavours And Fragrances
Author: Philip Crofts
Company: FDS International Ltd
June 15, 1989