Resources Library by ANA

A department store CSM study In Chile

The present document studies the advantages and benefits of the Customer Satisfaction Measurement (CSM) studies in a highly competitive market as is the case in the department store sector in Chile. In particular the benefits contributed by the...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Mauricio Ordenes, Ramon Cavieres, Jaime Quezada

June 15, 1999

Effective advertising

This paper looks at some of the determinants of effective and ineffective advertising providing examples of the characteristics of both types of ads. It then goes on to show that patterns of response are not determined by the category advertised or...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Michael F. Cramphorn, Jesus Caldeiro

Company: Add+Impact International

June 15, 1999

Evaluation of service quality and customer satisfaction

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas

June 15, 1999

Development of new products in global markets (Spanish)

In global markets marketing acts upon consumers with very different idiosyncrasies. Market research can play a major role in optimizing strategies insofar as it helps understand the various meanings consumption acquires in each cultural context. In...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Monica Kleiman, Arnaldo Bär

June 15, 1999

Public opinion migrants, brand migrants (Spanish)

This paper shows how the analytical tools used in demographic research can also be useful for voting behavior research and marketing research about mass consumption. We develop origin-destination matrices of voters and consumers and derive indicators...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Alain Mizrahi, Juan Jose Calvo

June 15, 1999

Marketing of the future (Spanish)

This paper argues that regardless of the changes brought about by technology and globalisation the fundamental rules of marketing remain the same. Thus a return to the basics of marketing is proposed. Today customers are not placed at the centre of...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Author: Pedro Chicharro

June 15, 1999

The Brazilian family

This paper provides an overview of a study of Brazilian families. A nationwide survey carried out by the Datafolha Institute in February 1998 investigated the Brazilian family concept and behavior and attitude trends. Stratification is attempted to...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Alessandro Janoni Hernandes, Mauro Francisco Paulino

June 15, 1999

Through the eyes of children

This paper describes findings and practical applications of a 1998 quantitative study conducted in six countries including Argentina Brazil and Mexico by Nickelodeon Just Kid Inc. and Research International. The study was designed to provide...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Bruce Friend, Mark Stapylton-Smith

Company: Viacom International Media Networks

June 15, 1999

Evaluation of service quality and customer satisfaction (Spanish)

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas

June 15, 1999