Resources Library by ANA

The LATAM Airlines Story

This is the story of harnessing cultural diversity to bring meaning to LATAM Airlines. Many airlines represent a country, but representing the cultural diversity of a region or continent is fraught with challenges. Does Peru or Chile make the best...

Catalogue: Congress 2024

Authors: Fiona Blades, Javier Reyes, Andre DAbreu

October 1, 2024

Closing the Empathy Gap with LOreal's Global Connect Programme

LOreal has a history of putting consumers at the heart of its operations. The company actively observes, listens, follows, engages and creates based on consumer insights. This approach is ingrained in its DNA, driving purpose, innovation and business...

Catalogue: Congress 2024

Authors: Sandrine Morel, Delphine Vantomme

October 1, 2024

ESOMAR Corporate Membership

So, your company is an ESOMAR Corporate member and you are either a designated member or would like to become one, but what does ESOMAR membership entail? What are your benefits and how do you access them? Angela, Sandi, Olga and Steliana make up the...

Catalogue: Webinars 2019

Authors: Sandi Vanderveldt, Angela Canin, Bianca Marcu, Steliana Ifrim, Alfonso Regalado

February 5, 2019

Quality standards

The age old complaint of suppliers is that "clients won't pay for quality"; of clients, that "suppliers never define what they mean by quality, so you might just as well buy on price". What can both clients and suppliers do to remedy this...

Catalogue: Seminar 1993: Marketing And International Research

Author: Jane Kallm

June 15, 1993

Customer service research for the inland revenue

Among government departments in the United Kingdom, the Inland Revenue has been among the first to engage in a large scale, multi-stage programme of customer service research in accordance with the Government's Citizen's Charter initiative. This...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Pauline Eaton, Susan Blackall

June 15, 1993

Customer driven competitive positioning

This paper describes a sophisticated choice modelling technique for the manipulation of quantative data on customers' needs, expectations, perceptions and values. These feed directly into the development of competitive strategies. Key questions...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Bernard Chudy, Roger Sant

Company: KANTAR TNS Malaysia

June 15, 1993

Sic transit gloria

This paper describes the development and implementation of a research programme devised to evaluate the customer service and transit time performance of carriers within the international air express industry. More specifically, the research which was...

Catalogue: Seminar 1992: Business To Business Marketing

Authors: Andy Booth, John Kelly

June 15, 1992

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

From customer service research to TQM

The paper we are giving this afternoon describes, in outline form, a case study which illustrates how research can be used as an integral part of a TQM programme designed to achieve improved customer satisfaction and, ultimately, an enhanced sales...

Catalogue: Seminar 1992: Business To Business Marketing

Authors: Farrokh Suntook, Lucy Szymanska

June 15, 1992