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Research papers

Is customer satisfaction really reflected in traditional customer satisfaction measures?

This paper questions some of the conventional approaches and ways that many manufacturers look at and use customer service research, in particular, Customer Service Monitors: The use of vague 'scales' to measure performance. The way the...

Catalogue: International Automotive Marketing Conference 1994
Authors: Ruth McNeil, Mark Carpenter
June 15, 1994
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Citation

McNeil and Carpenter (1994a, June 15). Is customer satisfaction really reflected in traditional customer satisfaction measures?. ANA - ESOMAR. Retrieved January 25, 2025, from


https://ana.esomar.org/documents/is-customer-satisfaction-really-reflected-in-traditional-customer-satisfaction-measures-


Research papers

Mystery shopping it volume products making the channel accountable

The paper will introduce some of the major marketing issues facing vendors of IT hardware and software. An increasingly competitive market environment is forcing such companies to consider the following key questions: What is the best mix of channels...

Catalogue: B2B Marketing Seminar 1994: Reengineering Of Traditional Market Research
Authors: Jeffrey Peel, Alex Johnston
June 15, 1994
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Citation

Peel and Johnston (1994a, June 15). Mystery shopping it volume products making the channel accountable. ANA - ESOMAR. Retrieved January 25, 2025, from


https://ana.esomar.org/documents/mystery-shopping-it-volume-products-making-the-channel-accountable


Research papers

Unusual bedfellows

In 1993 Girobank decided to embark upon a mystery shopper exercise to provide information as input to its Total Quality management system. Girobank had already undertaken regular monitoring of its customer service through continuous customer surveys...

Catalogue: Seminar 1994: The Changing Faces Of Panel Research
Authors: John Buckle, Sarah McKee
Company: MSS Research
June 15, 1994
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Citation

Buckle and McKee (1994a, June 15). Unusual bedfellows. ANA - ESOMAR. Retrieved January 25, 2025, from


https://ana.esomar.org/documents/unusual-bedfellows


Research papers

Mystery shopper research

Mystery shopper research (or mystery buyer research) is an often underestimated instrument with respect to its various applications. In industries where personal selling is the most important or one of the most important marketing mix variables, MSR...

Catalogue: Seminar 1991: Travel And Tourism Transition
Authors: Eric Sondervan, Ad Schalekamp
Company: NIPO
June 15, 1991
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Citation

Sondervan and Schalekamp (1991a, June 15). Mystery shopper research. ANA - ESOMAR. Retrieved January 25, 2025, from


https://ana.esomar.org/documents/mystery-shopper-research


Research papers

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
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Citation

van Leeuwen, R. H. (1985a, February 01). Mystery shoppers research . ANA - ESOMAR. Retrieved January 25, 2025, from


https://ana.esomar.org/documents/mystery-shoppers-research-