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Research papers

Automation and the quality of services

In the eighties banks are confronted with recession; some bankers believe that automation is the answer to this problem. We think that both automation and personal service are necessary to yield a perceived high quality of financial services. After...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Philip P. Todd
February 1, 1985

Research papers

Social change and the quality of service

In most of the markets which our Monitor survey has examined across the past ten years or so we have found that in the main, institutions have failed to respond to the ever-quickening social change that is taking place among members of the public....

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: David Winton, Stephen Ellis
Company: KANTAR TNS Malaysia
February 1, 1985

Research papers

Presentation and practical use of indicators to measure efficiency and the quality of service

The presentation is given in two main parts -first of all the methodology used to develop indicators of the quality of the service followed by two live cases which used this method firstly at KODAK-PATHE and secondly at the Ile-de-France...

Catalogue: ESOMAR Congress 1983: Demonstrating The Contribution Of Research
Authors: Jacqueline Carof, R. Gliksman, Ph. Perrot
June 15, 1983

Research papers

Train offering in long-distance passenger traffic of Finnish state railways in 1987

On the basis of the survey results discussed and the passenger flow prognoses, the team has designed the timetables for the intercity passenger trains 1987. The planning was preceded by a definition of the future four intercity train types: ordinary...

Catalogue: Seminar 1983: The importance Of Research In The Tourism Industry
Author: Ritva Temonen
June 15, 1983

Research papers

Presentation and practical use of indicators to measure efficiency and the quality of service (French)

The presentation is given in two main parts -first of all the methodology used to develop indicators of the quality of the service followed by two live cases which used this method firstly at KODAK-PATHE and secondly at the Ile-de-France...

Catalogue: ESOMAR Congress 1983: Demonstrating The Contribution Of Research
Authors: Jacqueline Carof, R. Gliksman, Ph. Perrot
June 15, 1983

Research papers

Study of attitudes and motivation of staff, particularly those who come into direct contact with customers (French)

As in any large company, whether it be a financial institution or a firm in another sector altogether, a number of questions and therefore sometimes subjective, preconceived ideas exist regarding the efficiency of the sales network. The sales force...

Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally
Author: Geneviève van Kesteren
June 15, 1982