Resources Library by ANA

A new toolkit to a new quality approach

This paper will focus on the research aspects. Programmatic organization development as a method will only be dealt with briefly. Measurement by using the Mystery Shopping principle to its utter limits - for the front office - and retrospective self...

Catalogue: ESOMAR Congress 1996: Changing Business Dynamics

Authors: Eric Sondervan, Felix Malten, Anthony Van Zonneveld

Company: KANTAR TNS Malaysia

September 1, 1996

Global customer satisfaction monitoring

This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis.In particular, it investigates the banking sector and draws on the experience of global financial institutions in terms of designing a...

Catalogue: ESOMAR Conference on Financial Services 2005

Author: Alison Blair

February 1, 2005

How British and American employees view their companies and their jobs

This paper examines American and British attitude data bases and compares American managers' and employees' attitudes to British managers' and employees' attitudes. Data for these comparisons are derived from: Hay Associates and ORC in the USA, and...

Catalogue: AMA/ESOMAR Conference 1981: From Advertising To Communication Research

Authors: Michael R. Cooper, Robert M. Worcester

June 15, 1981

Informing the staff of products, services and supplementary activities

The paper seeks to establish a link between research and advertising, communication and training as they relate to the marketing mix of activities. It indicates that selling is the vital link which provides profit. To that background the functions of...

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

Author: Ronald E. Dawes

June 15, 1982

Study of attitudes and motivation of staff, particularly those who come into direct contact with customers

As in any large company, whether it be a financial institution or a firm in another sector altogether, a number of questions and therefore sometimes subjective, preconceived ideas exist regarding the efficiency of the sales network. The sales force...

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

Author: Geneviève van Kesteren

June 15, 1982

Research on perceptions of quality of service among clients and branch personnel

The paper concentrates on findings and conclusions from research studies among retail bank-customer subgroups on one hand, and among personnel in SR-BANK on the other. Some service concepts will evolve, as will some possible psychographic...

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

Author: Geir Sandgren

February 1, 1985

Work versus life?

The aim of this presentation is to examine what drives employee engagement and worklife happiness across the globe. What differences and similarities do we find between countries and how does this indicator of societal trends interact with wider...

Catalogue: Congress 2007: Excellence

Authors: Charlotte Cornish, David Donnelly, Fabián Echegaray

Companies: Market Analysis, FDS International Ltd

September 19, 2007

The future of work (Session 2)

Advances in technologies including robotics, artificial intelligence (AI), sensors and 3-D printing have the potential to both create and eliminate job opportunities for workers in every industry. For example, new technologies are creating entirely...

Catalogue: Webinars 2018

Authors: Gina Pingitore, Nicole Mitchell

Company: Research Now SSI

February 27, 2018

The new rules of attraction

Entrepreneurship is the Millennial ambition. Record numbers of Millennials are starting their own business and governments around the world are accelerating this trend, supporting start-ups in the attempt to drive growth. So, the game is changing,...

Catalogue: Congress 2015: Revelations

Author: Samantha Bond

Company: Northstar Research

June 15, 2015