Resources Library by ANA

The myth of service recovery

One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service...

Catalogue: Leisure 2006

Author: Rick Garlick

October 8, 2006

The importance of first contact

This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee engagement and behavior be linked to guest...

Catalogue: Leisure 2006

Author: Robert Passikoff

Company: Brand Keys, Inc.

October 8, 2006

Playing the egg game

This paper describes how Egg measures the customer experience across key moments of truth in the customer lifecycle.The authors demonstrate the correlation of agreement with value statements to customer satisfaction within key business functions and...

Catalogue: Congress 2006: Foresight

Authors: Gary Schwartz, John Jennick

Company: EGG Research & Consultancy Ltd.

September 17, 2006

Customer for life

This paper addresses the success story of Volvo in Germany who, by working hand in hand with their dealers using the global 'Customer for Life' programme, have significantly increased customer loyalty to Volvo and their dealers.The paper details how...

Catalogue: Automotive 2006

Authors: Adrian D. Wimbush, Johannes Fleck, Anarkali Check

Company: GfK

February 27, 2006

The effectiveness of customer satisfaction measurements

This paper illustrates the evolution of the dealership training for Ford of Mexico with the global customer satisfaction program, Customer Viewpoint. Ford of Mexico evolved from communicating research results to integrating a battery of highly...

Catalogue: Latin America 2005

Authors: Jorge Cherbosque, Leopold Zuniga Hernandez, Angela Momney

Company: RDA Group, INC

October 23, 2005

Satisfied with your customer analysis methods?

While there has been good progress in the past several years in the conceptualization and understanding of the determinants of satisfaction, analytic methods for understanding customer satisfaction have been stagnant.The authors first review these...

Catalogue: Latin America 2005

Authors: Leopoldo Neira, Steve Cohen

Company: Dichter & Neira

October 23, 2005

True loyalty

Both product and customer care impact company customer relationships. Management needs information on their performance and relationship with future business growth. A wide variety of opinions and scientific research exists on best indicators. After...

Catalogue: Congress 2005: Making A Difference

Authors: Maarten Schellekens, Ton Otker, Reinier Heutink, Harm van Leeuwen

September 21, 2005

Revue Française du Marketing (Septembre 2005)

Ce numéro de la Revue offre à nos lecteurs une palette de sujets. Les contributionsabordent des thèmes variés, depuis la diversité des définitions du marketing jusqu'à la défense et l'illustration des méthodes qualitatives...

Catalogue: ADETEM: Revue Française du Marketing

Author: ADETEM

Company: ADETEM

September 1, 2005

Customer satisfaction studies

Customer Satisfaction Studies (CSS) have been carried out for very many years. More recently their importance and role have however altered considerably. First, they have become one of the fastest growing sectors of the research industry. Second,...

Catalogue: ESOMAR Codes And Guidelines

Author: ESOMAR B.V.

June 15, 2005