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Research papers

Is customer satisfaction really reflected in traditional customer satisfaction measures?

This paper questions some of the conventional approaches and ways that many manufacturers look at and use customer service research, in particular, Customer Service Monitors: The use of vague 'scales' to measure performance. The way the...

Catalogue: International Automotive Marketing Conference 1994
Authors: Ruth McNeil, Mark Carpenter
June 15, 1994

Research papers

Staff research and total quality management

This paper essentially covers two specific areas: The first half, by virtue of two Case Studies, looks at employee surveys conducted within a Total Quality context. The second looks at findings of staff research making comparisons across different...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future
Author: Ruth McNeil
September 1, 1993

Research papers

Employee research

Employee research has been a major research growth area in recent years. In the 1960s such research was a fairly rare occurrence; now it is relatively common place in the United Kingdom and becoming more widespread elsewhere. This chapter addresses...

Catalogue: ESOMAR Handbook Of Market And Opinion Research
Author: Ruth McNeil
September 1, 1998