Resources Library by ANA

Customer service research for the inland revenue

Among government departments in the United Kingdom, the Inland Revenue has been among the first to engage in a large scale, multi-stage programme of customer service research in accordance with the Government's Citizen's Charter initiative. This...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Pauline Eaton, Susan Blackall

June 15, 1993

A new style of selling in the home appliance business

A vertical marketing system, Milar, shows how a new market positioning plus a new coherent retail marketing strategy has helped the company achieve good performance in sales and costs during a difficult economic period. Self - selection, carefully...

Catalogue: Seminar 1993: Maximising Retail Sales In Recession

Author: Lluis Martinez-Ribes

June 15, 1993

Using conjoint analysis to explore industrial marketing opportunities

As the software improves, conjoint analysis is becoming an increasingly useful tool for analysing benefit segments among buyers. In particular, conjoint analysis is suited to industrial marketing research, because the small sample size arising from a...

Catalogue: ESOMAR/EMAC/AFM Symposium 1993: Information Based Decision Making In Marketing

Author: Susan Auty

June 15, 1993

Using research to develop Woolworths greatest asset

In recent years Britain has experienced a lengthy period of recession and depressed consumer demand. The successful retail organisations have sought further efficiencies in their distribution, operations, stock-holding policies and marketing to...

Catalogue: Seminar 1993: Maximising Retail Sales In Recession

Authors: Michael Hague-Moss, Howard Warren

June 15, 1993

How research is used to bridge the gap between consumers and product developers in order to optimise products

The increasing opportunities for development of cross-border business and the growing requirement for the major international client companies to rationalise their brands across the world has put renewed demands on international market research...

Catalogue: Seminar 1993: Marketing And International Research

Author: Vivien S. Wilton-Middlemass

June 15, 1993

Proactive relationship management

Expectation research has shown that high quality products, or services coupled with only an effective reactive support mechanism (i.e., a typical customer service function), will not be sufficient to support consumer loyalty into the next decade....

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Author: Richard J. Cottrell

Company: Maritz Research

June 15, 1993

Market segmentation research

Segmentation research in the marketing literature is reviewed, focusing on a discussion of proposed bases and methods. Classifications of segmentation bases and of segmentation methods are provided. Segmentation bases are reviewed in terms of their...

Catalogue: ESOMAR/EMAC/AFM Symposium 1993: Information Based Decision Making In Marketing

Author: Michel Wedel

June 15, 1993

Young people and reading

Much has been said recently about the supposedly all-pervasive nature of video game culture and its impact on young people. Some prognostications have it that today's children, on growing up, will not be interested in the printed word at all. This...

Catalogue: Seminar 1993: Competition In Publishing

Author: Geoff Wicken

June 15, 1993

Sales performance improvement at point of sale

The cases of many distribution organisations show that the strategy decided by firms is often very far removed from the realities of sales points. Operational management is often that which poses the most difficulties, not only because the strategic...

Catalogue: Seminar 1993: Maximising Retail Sales In Recession

Author: Bertrand Venard

June 15, 1993