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Research papers
Linking customer and employee satisfaction to financial performance
This study uses statistical analysis to link a series of disparate studies involving measurements of customer satisfaction, employee satisfaction, customer retention, and strategic business unit profitability. The data are collapsed at the business...
Catalogue: ESOMAR Customer Relationship Management Conference 2002
Author: Derek R. Allen
Company: Market Probe International Inc.
March 17, 2002
Research papers
A framework for improved CRM analytics
This paper focuses on helping CRM and analytics managers choose the analytic approaches and tools that best match an organization's readiness to receive and use them. CRM and analytic leaders often believe that complex value models and sophisticated...
Catalogue: ESOMAR Customer Relationship Management Conference 2002
Authors: David Harding, Edgar Ortiz
Company: McKinsey & Company
March 17, 2002
Research papers
Internal and external stakeholders forum
The authors of this paper provide an examination of the way in which the healthcare industry perceives itself, both currently and over the next 20 years. The study surveyed the opinions of 44 leading figures and stakeholders in the healthcare...
Catalogue: ESOMAR Global Healthcare 2002
Authors: Stephen Welch, Nic Wiseman
February 17, 2002
Research papers
Free content VS. quality?
Publishing high-quality information on the Internet is expensive. The lingering economic difficulties of considerable parts of the Internet sector and the signs of weakness of the advertising industry have given new impetus to the search for new...
Catalogue: ESOMAR Net Effects 5 2002
Authors: Folker Michaelsen, Raimund Wildner
Company: GfK
February 3, 2002
Research papers
Sifting through the sands of cyberspace
This paper provides insights related to the attitudes that Arab Internet users hold towards the Internet, their behaviour, and the 'net culture' that seems to be evolving in the Middle East, and is based on data drawn mainly from specially...
Catalogue: ESOMAR Net Effects 5 2002
Authors: Arun Joshi, Koushik Gupta
Company: Nielsen
February 3, 2002
Research papers
Is there such a thing as 'early adopters fatigue'?
Consumers must continue to adopt new technologies in order for the promise of 'convergence' to be realized and to continue driving the engines of the world's major economies. This presentation uses the 'Diffusion of Innovations' model to explore the...
Catalogue: ESOMAR Net Effects 5 2002
Authors: Leyla Namiranian, Renee Hopkins
Company: Decision Analyst, Inc.
February 3, 2002
Research papers
Statistic and significance testing
Statistics may be defined as âthe collection, analysis and interpretation of numerical dataâ. As market research is concerned mostly with counting and measuring, it is not surprising that the theory of statistics can play an important part...
Catalogue: ESOMAR Handbook Of Market And Opinion Research
Author: Paul Harris
September 1, 1998
Research papers
Psychological determinants of consumer behaviour
The aim of the paper is to describe a method which can be employed in order to find out the psychological motivations underlying people's actions and which was successfully applied in order to understand the psychology of decisions concerning the use...
Catalogue: Seminar 1998: Competition And Innovation In The Telecommunications Industry
Author: Maria Concetta Di Maio
Company: TIM (Telecom Italia)
June 15, 1998
Research papers
