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Research papers

The effect of TQM on research- and vice versa

Royal Mail, the letters' collection, distribution and delivery business in the UK, with 175 employees, one of the country's largest employers, embarked on Total Quality Management in 1988. This paper examines, in outline, the surveys in place to...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future
Author: Diana Brown
September 1, 1993

Research papers

Cultural lag at Sweden's workplaces

In the early decades of this century it was not uncommon for someone to be worn out by 50 after a lifetime of hard labor. The notion that the age of 50 is a marker separating the productive from the less productive worker lingers on in many quarters...

Catalogue: Seminar 1989: The Untapped Gold Mine
Author: Greta Frankel
Company: KANTAR TNS Malaysia
June 15, 1989

Research papers

Determining critical levels for quality dimensions in service firms

The purpose of this paper is to give some guidelines of how one can set suitable levels of service components. It is too much to say that we will present a methodology for this purpose. We provide some indications of what can be done. In the paper we...

Catalogue: Seminar 1987: Strategies For Service Management
Author: Mikael Paltschik
June 15, 1987

Research papers

Research on perceptions of quality of service among clients and branch personnel

The paper concentrates on findings and conclusions from research studies among retail bank-customer subgroups on one hand, and among personnel in SR-BANK on the other. Some service concepts will evolve, as will some possible psychographic...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Geir Sandgren
February 1, 1985

Research papers

Quality of service in the branch

The paper describes a study undertaken to define and measure the quality of branch service in the TSB, perceived from the viewpoints of both customers and staff.

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: Gillian S. Greenway, Peter W. Southgate
February 1, 1985

Research papers

Bank staff

Bank marketing activity, certainly in the UK, has accelerated in the last decade from a trickle to a flood. The competitive pressures among the banks and from other organisations, notably building societies, have led to a profusion of new products...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Roger J. Stubbs
February 1, 1985

Research papers

Informing the staff of products, services and supplementary activities

The paper seeks to establish a link between research and advertising, communication and training as they relate to the marketing mix of activities. It indicates that selling is the vital link which provides profit. To that background the functions of...

Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally
Author: Ronald E. Dawes
June 15, 1982

Research papers

Study of attitudes and motivation of staff, particularly those who come into direct contact with customers

As in any large company, whether it be a financial institution or a firm in another sector altogether, a number of questions and therefore sometimes subjective, preconceived ideas exist regarding the efficiency of the sales network. The sales force...

Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally
Author: Geneviève van Kesteren
June 15, 1982

Research papers

Study of attitudes and motivation of staff, particularly those who come into direct contact with customers (French)

As in any large company, whether it be a financial institution or a firm in another sector altogether, a number of questions and therefore sometimes subjective, preconceived ideas exist regarding the efficiency of the sales network. The sales force...

Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally
Author: Geneviève van Kesteren
June 15, 1982