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Research papers

Customer service as a component of retailing strategy

This paper considers the issues involved in developing a customer service strategy concurrently with the overall strategy for the business. It takes the view that customer service is as important a component of the retail offer as is the merchandise...

Catalogue: Seminar 1989: Adding Value To Retail Offerings
Author: David Walters
June 15, 1989
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Citation

Walters, D. (1989a, June 15). Customer service as a component of retailing strategy. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/customer-service-as-a-component-of-retailing-strategy


Research papers

To serve them all our days

The financial service industry is moving towards a more consumer, rather than product-led, orientation, with the philosophy of good service now becoming increasingly important. However, in this expanding area of market research the facilitator and...

Catalogue: Seminar 1988: Research For Financial Services
Authors: Kate Willis, Amanda Keech
June 15, 1988
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Citation

Willis and Keech (1988a, June 15). To serve them all our days. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/to-serve-them-all-our-days


Research papers

Relearning customer service at the U.S. auto dealer

The consumer has ambivalent feelings about the new car dealer, who has long been protected by the exclusive franchise system. In the U.S. market there are signs that the dealer franchise system is already undergoing a revolution, caused by changes in...

Catalogue: Seminar 1987: Strategies For Service Management
Author: Philip Wade
Company: JD Power
June 15, 1987
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Citation

Wade, P. (1987a, June 15). Relearning customer service at the U.S. auto dealer. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/relearning-customer-service-at-the-u-s-auto-dealer


Research papers

The development and implementation of a customer-based system for measuring the quality of service provided by a banking institution

South Africans perceive all major banks as offering the same range of products. Hence, one of the few areas for differentiation between banks, is the quality of service each provides. Traditionally, however, banks have emphasised technical skills and...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: Gus Ferguson, Trevor Phillips
February 1, 1985
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Citation

Ferguson and Phillips (1985a, February 01). The development and implementation of a customer-based system for measuring the quality of service provided by a banking institution. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/the-development-and-implementation-of-a-customer-based-system-for-measuring-the-quality-of-service-provided-by-a-banking-institution


Research papers

Banking on quality

Quality Management in Banking, as well as other financial industries, is increasingly being recognized for its strategic importance in meeting today's intense competitive pressures for high quality of service, greater productivity, at reduced costs....

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Walter H Boehling
February 1, 1985
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Citation

Boehling, W. H. (1985a, February 01). Banking on quality. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/banking-on-quality


Research papers

Service after sale and studies of market for business

Among the several possible interpretations of the subject assigned to me, I am assuming the problem to be primarily what type of service should be offered beyond the scope of the market study itself. In discussing this subject I can only provide the...

Catalogue: ESOMAR/WAPOR Conference 1955
Author: Archibald Maddock Crossley
June 15, 1955
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Citation

Crossley, A. M. (1955a, June 15). Service after sale and studies of market for business. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/service-after-sale-and-studies-of-market-for-business