Resources Library by ANA

Service quality evaluation in the pharmaceutical industry (Spanish)

The use of this methodology allows us to draw' a performance chart of ourselves as well as of competitors identifying the strong cores of services that are to be maintained the weak cores that need to be improved and those others of a more...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Nestor Cohen, Monica Soto

June 15, 1999

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

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

Service quality evaluation in the pharmaceutical industry

The use of this methodology allows us to draw' a performance chart of ourselves as well as of competitors identifying the strong cores of services that are to be maintained the weak cores that need to be improved and those others of a more...

Catalogue: Latin America 1999: Marketing In Latin America In The 21st Century

Authors: Nestor Cohen, Monica Soto

June 15, 1999

Evaluating how radio station listeners use a radio station

The ratings puzzle has numerous pieces that fit together to complete the picture of how radio station listeners use a radio station. In order to understand the nature of the puzzle the analyst must evaluate each piece of the puzzle independently and...

Catalogue: ESOMAR/ARF Seminar 1999: Radio On The World Stage

Author: Rhody Bosley

June 15, 1999

The bridge between market research and competitive intelligence

This paper gives an overview of some approaches of competitive intelligence followed by the description of a Competitive Intelligence Tracking System (CITS) as implemented in various French industrial groups. A precise presentation of the different...

Catalogue: Seminar 1999: Market and Competitive Intelligence

Author: Francis Jakobiak

March 1, 1999

Networking knowledge within circles of Interest in the Eureko group

Part 1 of this paper describes the background to a pilot project conducted at a number of companies by Achmea Holding in The Netherlands. The aim of the study was to set up knowledge networks between circles of interest using a common...

Catalogue: ESOMAR Congress 1998: The Power Of Knowledge

Authors: Arnold Burlage, Pieter Van Eeden, Karel C. P. Slootman

Company: GfK

September 1, 1998

On-line qualitative research

This paper describes current developments in on-line focus group techniques and the applicability of such methodologies. The paper argues that while on-line focus groups have limitations in terms of their applications there are clear and common...

Catalogue: The Worldwide Internet Seminar 1998

Authors: Daniel Coates, Matthew Froggatt

Company: Burke, Inc.

June 15, 1998

Controlling the uncontrollable

This paper discusses the advantages and disadvantages of Web surveys and presents a design to reduce some of the inherent problems. This design is tested and evaluated. The aim is to control the uncontrollable sample that is the Internet population ...

Catalogue: The Worldwide Internet Seminar 1998

Author: Micael Dahlén

June 15, 1998