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Research papers

Retail image studies

The paper describes how retailers in the automotive business who are generally action oriented, overly concerned with prices charged and wanting to see real results in a short time frame can be made aware of their store image. Store image is here...

Catalogue: Seminar 1987: Strategies For Service Management
Author: Dick Hage
June 15, 1987

Research papers

Telematics at the service of marketing

Today, the search for efficiency and productivity has taken on new forms. For equal technical and financial attitudes and potentials, this competition is hereinafter based on new criteria: the quality of the data-transmission and the service offered...

Catalogue: Seminar 1987: Strategies For Service Management
Authors: Philippe Dorey, Jean-Louis Laborie
Company: KANTAR TNS Malaysia
June 15, 1987

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

Research papers

Adapting positioning strategy to consumers' quality and value needs in service markets

NOVACTION'S PERCEPTOR SYSTEM comprises marketing models and an experience database. The models provide an analytic framework for understanding the contributions of brand positioning and marketing mix to consumers' brand preferences and purchasing...

Catalogue: Seminar 1987: Strategies For Service Management
Author: Chris Macrae
June 15, 1987

Research papers

Service development in Swedish service companies

The result of the study is derived from interviews with some thirty service companies which are members of the Swedish Coaliation of Service Industries. The study has focused on service development with the underlying assumption that this is the...

Catalogue: Seminar 1987: Strategies For Service Management
Author: Göran Hyttfors
June 15, 1987

Research papers

Determining critical levels for quality dimensions in service firms

The purpose of this paper is to give some guidelines of how one can set suitable levels of service components. It is too much to say that we will present a methodology for this purpose. We provide some indications of what can be done. In the paper we...

Catalogue: Seminar 1987: Strategies For Service Management
Author: Mikael Paltschik
June 15, 1987

Research papers

A new tool for concept testing in services

Concept testing in the field of services is not yet fully developed. That is why SOFRES and the BUY © TEST network all over the world propose a new tool: the CHOICE © Test. CHOICE © is basically a quantitative method but brings also many...

Catalogue: Seminar 1987: Strategies For Service Management
Authors: Dominique Saint-Paul, Michéle Monin-Poucin
Company: KANTAR TNS Malaysia
June 15, 1987