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Research papers

Lessons from a ten-year study of service quality in America

Excellent service is a profit strategy, and it is more fun. Excellent service is a profit strategy because it results in more new customers, more business with existing customers, fewer lost customers, more insulation from price competition, fewer...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Author: Leonard L. Berry
June 15, 1992

Research papers

A process for using measures of customer satisfaction to direct service quality improvements

The purpose of this paper is to introduce a process for using measures of customer satisfaction and dissatisfaction to focus and direct internal service quality improvements. The paper attempts to build upon the conceptual model of service quality...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Authors: Randall Brandt, Charles Cooler-De Solliers
Company: Burke, Inc.
September 8, 1991

Research papers

Measuring customer satisfaction

This paper is divided into three parts. The first part describes the background to British Telecom’s Customer Satisfaction Measures Programme (CSM), with a description of the history of its predecessor (Telcare). The second part discusses the...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Authors: Margaret Cheng, David Dubow
Company: FDS International Ltd
September 8, 1991

Research papers

Using consumer data to ensure quality service in Europe

Since 1983, United has maintained a continuous tracking survey for measuring customer satisfaction. In 1990, United began serving European markets and this program was extended to our European flights. This paper describes how United uses this...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Author: Susan C. Hinderaker
September 8, 1991

Research papers

The use of research to develop a new concept in international management development services

The increasing internationalisation of business activities, both in Europe and elsewhere, has led to a growth in demand for management development services with an international focus. Ashridge Management College and the Center for Creative...

Catalogue: Conference 1991: International Marketing Research
Author: Carol Coutts
June 15, 1991

Research papers

The measuring of quality of the telephone services in Spain

In 1990, the Quality Department of TELEFONICA DE ESPANA has designed a Programme of Quality Surveys, designated to know and improve the satisfaction of her clients, which afterwards has been carried out during all the year by ICP/RESEARCH, S.A....

Catalogue: Latin America 1991: Exchanging Experiences
Authors: José Rial Avendaño, Enrique Carreras, Marina de Jaén Sánchez
May 5, 1991

Research papers

The measuring of quality of the telephone services in Spain (Spanish)

In 1990, the Quality Department of TELEFONICA DE ESPANA has designed a Programme of Quality Surveys, designated to know and improve the satisfaction of her clients, which afterwards has been carried out during all the year by ICP/RESEARCH, S.A....

Catalogue: Latin America 1991: Exchanging Experiences
Authors: José Rial Avendaño, Enrique Carreras, Marina de Jaén Sánchez
May 5, 1991

Research papers

Telematics and retail trade

This study is focussed on the consequences of these so-called tele-information services for the structure and the developments in the distribution of consumer goods in the nineties. The study was based on literature-research and a lot of...

Catalogue: Seminar 1989: Adding Value To Retail Offerings
Author: Jan G. A. M. de Jong
June 15, 1989

Research papers

Service quality management

The banks that do well in the 1990's will be those which re-discover the customer and start to manage customer service. Customers tend to define service quality by what is spoken, heard or seen in their encounters with the bank. The 'service...

Catalogue: Seminar 1988: Research For Financial Services
Author: David Ballantyne
June 15, 1988