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Research papers

Using customer perceptions

A telecommunications company in the United States wanted to improve service by aligning internal service levels with customer requirements.They 1) identified customers' top priorities; 2) chose the priority with the most opportunity for improvement;...

Catalogue: ESOMAR Customer Relationship Management Conference 2002
Authors: John H. Hughes, Engracia Perez-Prada
March 17, 2002
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Citation

Hughes and Perez-Prada (2002a, March 17). Using customer perceptions . ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/using-customer-perceptions-


Research papers

How to retain the image of a leader in changing business environment

The paper considers the case of the BeeLine brand in the context of the rapid changes in the market situation in the Russian telecom industry before and after the financial crisis of 1998. The BeeLine story exemplifies the diffusion of the innovation...

Catalogue: ESOMAR Congress 2001: Marketing Transformation
Authors: Elena Mosicheva, Tatiana Folomeeva
September 23, 2001
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Citation

Mosicheva and Folomeeva (2001a, September 23). How to retain the image of a leader in changing business environment. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/how-to-retain-the-image-of-a-leader-in-changing-business-environment


Magazines

Research World (February 2000)

Hewlett-Packard’s award-winning advertising campaign shows a car breaking down and an onboard computer automatically rescheduling flights, updating hotel bookings, calling home, calling a breakdown truck and a relief hire-car- all in one...

Catalogue: Research World 2000
Author: ESOMAR B.V.
February 1, 2000
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Citation

B.V., E. (2000a, February 01). Research World (February 2000). ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/research-world-february-2000-


Research papers

Using customer opinions to improve operations of a multinational company

This case history from a successful manufacturing company shows how basic corporate principles and culture are carried into and depend on survey research. The paper describes how qualitative and quantitative measures from face-to-face interviews...

Catalogue: ESOMAR Congress 1999: The Race For Innovation
Authors: Stephen Connell, Kurt Engelvuori
September 1, 1999
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Citation

Connell and Engelvuori (1999a, September 01). Using customer opinions to improve operations of a multinational company . ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/using-customer-opinions-to-improve-operations-of-a-multinational-company-


Research papers

Evaluation of service quality and customer satisfaction

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century
Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas
June 15, 1999
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Citation

de Castro and Dantas (1999a, June 15). Evaluation of service quality and customer satisfaction. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/evaluation-of-service-quality-and-customer-satisfaction


Research papers

Evaluation of service quality and customer satisfaction (Spanish)

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century
Authors: Jose Eduardo Benevello de Castro, Edmundo Brandao Dantas
June 15, 1999
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Citation

de Castro and Dantas (1999a, June 15). Evaluation of service quality and customer satisfaction (Spanish). ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/evaluation-of-service-quality-and-customer-satisfaction-spanish-


Research papers

Datamining for better knowledge

This paper describes a way of using datamining techniques to provide more and better information to managers and to help them manipulate information knowledge and action. With three case studies from the telecommunications industry we intend to...

Catalogue: ESOMAR Congress 1998: The Power Of Knowledge
Author: Michel Jambu
September 1, 1998
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Citation

Jambu, M. (1998a, September 01). Datamining for better knowledge . ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/datamining-for-better-knowledge-


Research papers

Nothing but blue skies

This paper describes a five stage programme to get the best out of innovative new product development research in the telecoms sector. It covers the pitfalls encountered at each stage suggesting solutions based on mistakes made on both client and...

Catalogue: Seminar 1998: Competition And Innovation In The Telecommunications Industry
Authors: Lisa Hunt, Janine Braier
June 15, 1998
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Citation

Hunt and Braier (1998a, June 15). Nothing but blue skies. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/nothing-but-blue-skies


Research papers

Using research to improve global marketing

The paper describes how research was used to assist in the development of a relationship marketing programme designed to increase brand awareness and to position British Telecommunications and its family of alliances as a global telecommunications...

Catalogue: Seminar 1998: Competition And Innovation In The Telecommunications Industry
Authors: Jill Seabrooke, David Spilsbury
June 15, 1998
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Citation

Seabrooke and Spilsbury (1998a, June 15). Using research to improve global marketing. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/using-research-to-improve-global-marketing