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Research papers

Website versus traditional survey comments

A plethora of general and industry-specific websites make it possible for consumers to share their experiences, often in the form of ratings and open-ended comments very similar to those captured via traditional customer service and satisfaction...

Catalogue: Congress 2012: Accelerating Excellence
Authors: Randall Brandt, Michael House
Company: Maritz Research
September 13, 2012

Research papers

Transforming the marketing research industry

There is a greater scope of opportunities as our industry changes.This presentation builds a case for three 'imperatives' for transforming the current marketing research industry and organizations that compete within it: a need to shift from...

Catalogue: Congress 2007: Excellence
Authors: Randall Brandt, Stephan Thun
Company: Maritz Research
September 19, 2007

Research papers

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