Resources Library by ANA

The measuring of quality of the telephone services in Spain

In 1990, the Quality Department of TELEFONICA DE ESPANA has designed a Programme of Quality Surveys, designated to know and improve the satisfaction of her clients, which afterwards has been carried out during all the year by ICP/RESEARCH, S.A....

Catalogue: Latin America 1991: Exchanging Experiences

Authors: José Rial Avendaño, Enrique Carreras, Marina de Jaén Sánchez

May 5, 1991

The measuring of quality of the telephone services in Spain (Spanish)

In 1990, the Quality Department of TELEFONICA DE ESPANA has designed a Programme of Quality Surveys, designated to know and improve the satisfaction of her clients, which afterwards has been carried out during all the year by ICP/RESEARCH, S.A....

Catalogue: Latin America 1991: Exchanging Experiences

Authors: José Rial Avendaño, Enrique Carreras, Marina de Jaén Sánchez

May 5, 1991

Marketing and research today (June 1990)

Would you like an answer to the question: what reallygoes on among consumers? Here is a seminal article that merits close reading. It tells much about the uniqueness of our times and our societies. It abandons the narrow economic view of the consumer...

Catalogue: Marketing and Research Today

Author: ESOMAR B.V.

June 1, 1990

Customer service in Europe

The principal purpose of writing this paper is to draw together the experience of executives conducting customer care research in four European countries - The United Kingdom, the Netherlands, France and Spain. All four authors have a history of...

Catalogue: ESOMAR Congress 1989

Authors: Erik de Kort, Brieuc Martin Onraet, Juan Ferrer-Vidal, Roger Banks

September 1, 1989

Relearning customer service at the U.S. auto dealer

The consumer has ambivalent feelings about the new car dealer, who has long been protected by the exclusive franchise system. In the U.S. market there are signs that the dealer franchise system is already undergoing a revolution, caused by changes in...

Catalogue: Seminar 1987: Strategies For Service Management

Author: Philip Wade

Company: JD Power

June 15, 1987

Consumer satisfaction as a marketing decision making tool for public transportation (French)

The RATP, a public service and autonomous enterprise, has always been concerned with "customer satisfaction". A consensus of usage has been created around this term by the RATP and the authorities to which it is responsible: who would not want to...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making

Authors: Michel Barjanski, Yves Evrard

Company: KANTAR TNS Malaysia

June 15, 1986

Consumer satisfaction as a marketing decision making tool for public transportation

The RATP, a public service and autonomous enterprise, has always been concerned with "customer satisfaction". A consensus of usage has been created around this term by the RATP and the authorities to which it is responsible: who would not want to...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making

Authors: Michel Barjanski, Yves Evrard

Company: KANTAR TNS Malaysia

June 15, 1986

Changes in corporate market requirements

Companies and banks are confronted with the same problem of an uncertain economic environment. This presents both with a challenge. Banks first learned from past experience and imposed new guidelines for their assets and liabilities management. Most...

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

Author: Patrick Horlait

June 15, 1985

Service quality in corporate markets

Marketing research is playing an increasingly important role in corporate financial markets in the 1980's and is helping in the formulation of marketing strategy, in new product development and in advertising creative development and campaign...

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

Author: Mervyn Flack

February 1, 1985