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Research papers
Delight or defection
Despite clear demands for better service, customers report almost no improvement in the last decade. Why?Companies too often ignore the dynamic people issues that truly affect customers' experience. Almost half the customers who defect leave because...
Catalogue: Automotive 2008
Authors: Charles Kirk, Jorg Hohnery
Company: Maritz Research
March 3, 2008
Research papers
Grasping the moment of truth
Classic automotive market research today is still very technology-oriented and product-driven. This typically becomes apparent in study designs which are rather detached from reality and everyday life, for example when car drivers are asked about...
Catalogue: Automotive 2008
Authors: Sigrid Schmid, Christoph Palmer
March 3, 2008
Research papers
Panel satisfaction index
Understanding online access panelists' motivation and satisfaction drivers is a key issue for panel owners to recruit and retain their survey participants.This paper strives to provide a better understanding of panel satisfaction drivers and question...
Catalogue: Panel Research 2007
Authors: Andera Gadeib, Laetitia Sassinot-Uny
Company: Dialego AG
October 28, 2007
Research papers
Web mining
This paper illustrates how new technologies such as text and data mining can be used to process and analyze text data on a scale not previously possible.The paper investigates the types of information available on one of the most popular hotel...
Catalogue: Leisure 2006
Authors: Tom Anderson, Jesse Chen
October 8, 2006
Research papers
Improving the travel experience
This paper analyses why past efforts to raise air passengers' satisfaction have not helped most airlines to differentiate themselves from competitors.Using years of historical and current data collected in the airline industry, the paper demonstrates...
Catalogue: Leisure 2006
Authors: Carsten Friedrichsen, Daniel Ray, David Perroud
October 8, 2006
Research papers
The myth of service recovery
One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service...
Catalogue: Leisure 2006
Author: Rick Garlick
October 8, 2006
Research papers
The importance of first contact
This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee engagement and behavior be linked to guest...
Catalogue: Leisure 2006
Author: Robert Passikoff
Company: Brand Keys, Inc.
October 8, 2006
Research papers
