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Research papers

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
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Citation

Cherbosque, Hernandez and Momney (2005a, October 23). The effectiveness of customer satisfaction measurements. ANA - ESOMAR. Retrieved April 20, 2025, from


https://ana.esomar.org/documents/the-effectiveness-of-customer-satisfaction-measurements


Research papers

The 'true' inner self

This paper describes our attempt to understand the respondent's 'true' inner self during qualitative research in Mexico. The essay begins with a short review of a number of key respondent biases associated with traditional qualitative focus groups....

Catalogue: ESOMAR Worldwide Qualitative Research Conference 2003
Authors: Carol Culebro Stewart, Jorge Cherbosque, Amy Routhier, Michael Francesco Alioto
Company: RDA Group, INC
November 5, 2003
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Citation

Stewart, Cherbosque, Routhier and Alioto (2003a, November 05). The 'true' inner self. ANA - ESOMAR. Retrieved April 20, 2025, from


https://ana.esomar.org/documents/the-true-inner-self