Resources Library by ANA

ASAB quality

This paper is an effort to describe a quality process that is going on, at a big service company in Sweden. A process that is aiming to a better relation with the customers and an improved internal climate.

Catalogue: Seminar 1987: Strategies For Service Management

Authors: Ake Ericsson, Anna Kahn

June 15, 1987

Visage

The French VIDEOTEX system TELETEL started operation in France some five years ago. There will soon be almost 3 million Minitel terminals in service. From its inception it was the intention to use this communication facility to conduct surveys....

Catalogue: Seminar 1987: Strategies For Service Management

Author: Jean Sousselier

June 15, 1987

A comparison between internal and external market surveys

For several years Scan Test has carried out research assignments for a major Danish oil company, and in the spring of 1986 this oil company requested a mean of measuring what they had achieved by years of striving to develop the service concept in...

Catalogue: Seminar 1987: Strategies For Service Management

Author: Dorte Tjellesen

June 15, 1987

Service strategies in practice

In order to set the scene for the topic on which I am going to speak I will have to give you a few details about SAS Service Partner. The Catering Company which today operates under the name SAS Service Partner was established in 1961 as SAS Catering...

Catalogue: Seminar 1987: Strategies For Service Management

Author: Ivar Samrén

June 15, 1987

Services are men affairs marketing through

Let us just think about the specificity of services : how to manage, and how to implement a much more efficient marketing and strategy for a service company.

Catalogue: Seminar 1987: Strategies For Service Management

Author: Jean Luis Brousse

June 15, 1987

Creating a service culture

This paper outlines the research programme which has been instituted to monitor the multifarious aspects of the Customer First Programme instituted in Lloyds Bank. This is initially planned to span two and a half years. The elements of the research...

Catalogue: Seminar 1987: Strategies For Service Management

Authors: Don Porter, John F. Swift

June 15, 1987

The marketing of a marketing research agency

The author proposed a number of theses, concerning the marketing of the marketing research profession. Based on his experience with INTER/VIEW Holland, he provided a number of practical guidelines for developing a marketing oriented research...

Catalogue: Seminar 1987: Strategies For Service Management

Author: Frans Goudart

Company: Burke, Inc.

June 15, 1987

Strategies for service management

It is a great honour for me to have been invited to take part in this ESOMAR seminar which, during its three days, gathers together marketing professionals, consultants and company managers to discuss what is, for me, a very important subject....

Catalogue: Seminar 1987: Strategies For Service Management

Author: Jean-Marie Mascitti

June 15, 1987

Developing a service strategy

The basis of my paper concerns the development of Service Management Strategies. With this in mind, my presentation is split into three distinct parts.

Catalogue: Seminar 1987: Strategies For Service Management

Author: Conrad Free

June 15, 1987