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

Quality and technology

This paper describes the key elements of Custom Research Inc.'s quality management system and the role technology has played in Custom Research's continuous improvement, a system which has been recognized by its success in United States’...

Catalogue: ESOMAR Congress 1996: Changing Business Dynamics

Author: Jeffrey L. Pope

September 1, 1996

More quality control: The key to success in the eighties

The claim that better quality control is one of the instruments a bank needs to achieve sustained success in its operations calls for proof or, at least, some convincing explanations. This quality control instrument was so successful! that we...

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

Author: Peter R. Berger

June 15, 1982

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

Toward a common verbal scale of perceived quality

This research addresses a key issue of concern to the international users of customer satisfaction measurement (CSM) information. One of the benefits of CSM is that it offers a yardstick forjudging the performance of the company in becoming customer-...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Lawrence A. Crosby

September 1, 1992

Quality standards

The age old complaint of suppliers is that "clients won't pay for quality"; of clients, that "suppliers never define what they mean by quality, so you might just as well buy on price". What can both clients and suppliers do to remedy this...

Catalogue: Seminar 1993: Marketing And International Research

Author: Jane Kallm

June 15, 1993

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

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