Resources Library by ANA

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

How media/message synergy contributes to total quality perceptions

The purpose of this talk is to reaffirm the importance of understanding how consumers use quality information in their valuation of a brand. We show information that leads us to believe that consumers combine quality, convenience and personal...

Catalogue: ESOMAR/ARF/JMA Conference 1992: Marketing And Research Under A "New World Order"

Author: Josh McQueen

June 15, 1992

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

Cross-linking the quality expectations of the customer to quality control measures on the factory floor

This case-study describes some of the problems that are encountered when trying to integrate customer survey data in a total quality management process.

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Author: Alfons-Pierre Ameel

September 8, 1991

European quality management in perspective

Today, many European companies already have a positive quality image, mainly because of superior craftmanship, technological excellence or product exclusiveness. Others have adopted quality management as their principal strategy for enhancing or...

Catalogue: Seminar 1990: Countdown to 1992

Author: Kees van Ham

June 15, 1990

Qualitative research as a supplier of relevant and applicable action models

The paper focuses on the relationship between the research agency and its client and the production of client satisfaction within the context of business-to-business research. Client satisfaction and the quality of qualitative research is to a high...

Catalogue: Seminar 1990: Qualitative Research- How Are We Preparing For The Future?

Author: Jan De Tremerie

June 15, 1990

Strategic positioning for a European airline in the 1990s

The development of air traffic in the 1990's is a constant factor in the future foreseen by airlines and the organizations that represent them. Already developing markets (such as Europe and the Asian Pacific), together with new markets that are ripe...

Catalogue: Seminar 1990: Countdown to 1992

Author: Paolo Lo Bascio

June 15, 1990

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

ASAB quality

This paper is an effort to describe a quality process that is going on, at a big service company in Sweden. A process that is aiming to a better relation with the customers and an improved internal climate.

Catalogue: Seminar 1987: Strategies For Service Management

Authors: Ake Ericsson, Anna Kahn

June 15, 1987