Resources Library by ANA

An integrated approach to customer care research in a multi-cultural environment

Providing superior customer service requires an accurate understanding of customer needs and perceptions. This paper looks at some of the problems of customer service measurement in the multi-cultural South African environment. Taking cognisance of...

Catalogue: Seminar 1992: Banking And Insurance- Pressure On Profits, Pressure On Research

Authors: Timothy D. Cooke, Martin Slack

June 15, 1992

Nipo's brand monitor and how advertising works

In this paper we go into the relations between Quality of Advertising, Brand Awareness, Perceived Quality and finally Brand Loyalty, on the basis of the large number of studies we did in this field. Our empirical evidence shows that advertising can...

Catalogue: Seminar 1991: How Advertising Works And How Promotions Work

Authors: Leo van Doorn, Jan Stapel

Company: NIPO

June 15, 1991

Using research to measure the quality of corporate banking services

This seminar is devoted to the question of improving the quality of financial services and the topic is a timely one. For in the United States, as in Europe and around the world, the quality of service has become a key element in the competitive...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Merl W. Baker

June 15, 1985

Mystery shoppers research

Mystery Shoppers Research records the actually observed behaviour contrary to other research which records behaviour afterwards. This type of research is a combination of field-experiment, observation-method and survey-research. In practice this...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Rob H.M. van Leeuwen

February 1, 1985

More quality control: The key to success in the eighties

The claim that better quality control is one of the instruments a bank needs to achieve sustained success in its operations calls for proof or, at least, some convincing explanations. This quality control instrument was so successful! that we...

Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally

Author: Peter R. Berger

June 15, 1982

A proposal to evaluate research projects

One of the most important responsibilities of decision makers and also of research managers, including marketing and social research managers as well, is to select the best research projects among alternative ones to be undertaken. To determine the...

Catalogue: ESOMAR Congress 1978: Value For Money In Market And Social Research

Author: Kemal Kurtulu

September 1, 1978

Research to measure and improve quality standards in Mallorca hotels

A survey based on 2000 personal interviews, each lasting about one hour was conducted amongst Thomson clients in Mallorca. Consumer attitudes towards food, quality of service in the dining-room, bar service, hotel entertainment, bedrooms and other...

Catalogue: Seminar 1977: Travel And Tourism

Authors: Gordon Heald, Brian Gurnett

Company: Gallup International Association

June 15, 1977