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Research papers
Linking customer and employee satisfaction to financial performance
This study uses statistical analysis to link a series of disparate studies involving measurements of customer satisfaction, employee satisfaction, customer retention, and strategic business unit profitability. The data are collapsed at the business...
Catalogue: ESOMAR Customer Relationship Management Conference 2002
Author: Derek R. Allen
Company: Market Probe International Inc.
March 17, 2002
Research papers
Asset management in changing retirement markets
In coming years, the global asset management market will be affected by changes in the business, investment and legislative environment. In particular, changes to the way in which companies organise the provision of retirement benefits to their...
Catalogue: Financial Markets In Turbulent Times 1999: Guidance From Marketing Research
Author: Mervyn Flack
September 1, 1999
Research papers
Perceptual discrepancies
Who among different groups of employees and customers is holding which views about a company and could the fact that they are holding different views be explained by any possible contextual variables? The results from a case study reveal that type...
Catalogue: ESOMAR Congress 1998: The Power Of Knowledge
Authors: Harald Djupvik, Gunnhild Bodding
September 1, 1998
Research papers
Employee research
Employee research has been a major research growth area in recent years. In the 1960s such research was a fairly rare occurrence; now it is relatively common place in the United Kingdom and becoming more widespread elsewhere. This chapter addresses...
Catalogue: ESOMAR Handbook Of Market And Opinion Research
Author: Ruth McNeil
September 1, 1998
Research papers
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
Research papers
Qualitative modelling
In the rush to implement cost-cutting procedures and deploy the latest management theory panaceas, management have neglected the need for motivated and loyal employees. This project represents the beginning of one organization's attempt to redress...
Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance
Author: James P. King
May 1, 1996
Research papers
Staff research and total quality management
This paper essentially covers two specific areas: The first half, by virtue of two Case Studies, looks at employee surveys conducted within a Total Quality context. The second looks at findings of staff research making comparisons across different...
Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future
Author: Ruth McNeil
September 1, 1993
Research papers
The role of staff research in total quality management
This paper draws from MORI's wide experience of conducting employee attitude studies to show how such research can help answer those questions. It will also illustrate the value of research in providing a benchmark to measure improvement over time...
Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future
Author: Susan Walker
Company: Ipsos MRBI
September 1, 1993
Research papers
