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Webinars

ESOMAR Corporate Membership

So, your company is an ESOMAR Corporate member and you are either a designated member or would like to become one, but what does ESOMAR membership entail? What are your benefits and how do you access them? Angela, Sandi, Olga and Steliana make up the...

Catalogue: Webinars 2019
Authors: Sandi Vanderveldt, Angela Canin, Bianca Marcu, Steliana Ifrim, Alfonso Regalado
February 5, 2019

Research papers

Quality standards

The age old complaint of suppliers is that "clients won't pay for quality"; of clients, that "suppliers never define what they mean by quality, so you might just as well buy on price". What can both clients and suppliers do to remedy this...

Catalogue: Seminar 1993: Marketing And International Research
Author: Jane Kallm
June 15, 1993

Research papers

Customer service research for the inland revenue

Among government departments in the United Kingdom, the Inland Revenue has been among the first to engage in a large scale, multi-stage programme of customer service research in accordance with the Government's Citizen's Charter initiative. This...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?
Authors: Pauline Eaton, Susan Blackall
June 15, 1993

Research papers

Customer driven competitive positioning

This paper describes a sophisticated choice modelling technique for the manipulation of quantative data on customers' needs, expectations, perceptions and values. These feed directly into the development of competitive strategies. Key questions...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?
Authors: Bernard Chudy, Roger Sant
Company: KANTAR TNS Malaysia
June 15, 1993

Research papers

Sic transit gloria

This paper describes the development and implementation of a research programme devised to evaluate the customer service and transit time performance of carriers within the international air express industry. More specifically, the research which was...

Catalogue: Seminar 1992: Business To Business Marketing
Authors: Andy Booth, John Kelly
June 15, 1992

Research papers

An integrated approach to customer care research in a multi-cultural environment

Providing superior customer service requires an accurate understanding of customer needs and perceptions. This paper looks at some of the problems of customer service measurement in the multi-cultural South African environment. Taking cognisance of...

Catalogue: Seminar 1992: Banking And Insurance- Pressure On Profits, Pressure On Research
Authors: Timothy D. Cooke, Martin Slack
June 15, 1992

Research papers

From customer service research to TQM

The paper we are giving this afternoon describes, in outline form, a case study which illustrates how research can be used as an integral part of a TQM programme designed to achieve improved customer satisfaction and, ultimately, an enhanced sales...

Catalogue: Seminar 1992: Business To Business Marketing
Authors: Farrokh Suntook, Lucy Szymanska
June 15, 1992

Research papers

A common language for assessing customer service in Europe

This paper is based on a case history of a customer service survey conducted for 3M Europe. 3M needed information to develop customer service strategies and tactics that could be applied right across Europe and across all markets. The survey was...

Catalogue: ESOMAR Congress 1990: Using Research For Marketing In The 90's
Authors: Joe Seydel, Roy Haworth
September 1, 1990

Research papers

Value partners

A group of Volksbanks and Raiffeisen banks in Friesland, which cooperate under the name of “Friesland's Bank” and are situated in the north-west of the Federal Republic of Germany to the north-west of Bremen, have together with the author...

Catalogue: ESOMAR Congress 1989
Author: Wolfgang Hesse
August 15, 1989