Research Papers

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ESOMAR's Research Papers are conference presentations from world's leading marketing, advertising and market research professionals.
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01.02.2005

Global customer satisfaction monitoring

This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis. In particular, it investigates the banking sector and draws on the experience of...


01.02.2005

Implementing the paradigm shift from satisfaction to loyalty

The focus of this paper is the design of a Voice of the Customer feedback program for the multinational bank, Standard Chartered Bank (SCB), thereby ushering in a major transformation from a...


01.02.2005

Integrated customer intelligence

The approach used outlines an achievable, tangible and actionable method to extracting the value from customer knowledge and create real business value. This approach integrates a strong base of...


01.02.2005

Integration of market research and database

...


28.11.2004

Smashing the mould of qualitative research

Buyers and practitioners the world over are calling for innovation in qualitative research and yet there are definite expectations governing how qualitative research should be conducted. The authors...


07.11.2004

Forget about 3G, focus on the consumers' money

While engineers and operators have clear issues regarding 3G as a technology and investment, the consumer is rarely interested in 'Gs' but rather is focused on the benefits it may bring relative to...


07.11.2004

Satisfaction matters.

Within the mobile division of KPN, customer satisfaction and loyalty research provide essential information that helps guide the management of all business processes. In 2003 integral quarterly...


10.10.2004

360° brand. Branding not blending in a multicultural environment.

...


10.10.2004

How to measure the asymmetric relationship between attribute-level performance and overall satisfaction?

Measuring the asymmetric impact of attributes on overall satisfaction is a research topic of growing interest. The objective of this paper is to compare the predictive validity of five methods. A...


19.09.2004

Development and implementation of the commercial performance audit

For their eventual performance, many organisations rely hugely on the way in which client contact takes shape, i.e. on the shop floor, with a crucial role for the shop floor employee. Does the shop...



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