TITLE

MESURE DE LA SATISFACTION CLIENTS: PRATQUES ET BESOINS ACTUELS DES ENTREPRISES, POSITIONNEMENT DES OFFRES ET PRINCIPAUX ENJEUX M�THODOLOGIQUES

AUTHOR(S)
Ray, Daniel
PUB. DATE
May 2004
SOURCE
Revue Fran�aise du Marketing;mai2004, Issue 197, p7
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This article proposes an inventory of companies' needs arm market survey institutes' positioning in customer satisfaction measurement. To achieve this, it details the major methodological differences, especially in terms of ranking tools to determine satisfaction and loyalty drivers.
ACCESSION #
13754401

 

Related Articles

  • Survival analysis. Li, Shaomin // Marketing Research;Fall/Winter95, Vol. 7 Issue 4, p16 

    The article discusses on the applications of survival analysis, a valuable tool for management, in understanding why customers leave and identifying high risk clients, estimating customer life and segmenting the customer base. All customers have a life span, and companies try to prolong that...

  • Using discrete choice modeling to estimate market share. Golanty, John // Marketing Research;Fall/Winter95, Vol. 7 Issue 4, p25 

    The article discusses the strategies for adjusting the underlying assumptions of discrete choice modeling to fit more realistic scenarios, resulting in reasonable estimates of likely market shares for new and established brands. Respondents are exposed to different competitive sets in which...

  • The Development of a Scale to Measure Consumer Discontent. Lundstrom, William J.; Lamont, Lawrence M. // Journal of Marketing Research (JMR);Nov76, Vol. 13 Issue 4, p373 

    This report concerns the procedures used and results obtained in the development of an attitude scale to measure consumer discontent. Using consumer attitudes and the related consumerism literature as a point of departure, the writers define consumer discontent and develop a scale to measure the...

  • Standing in the customers' shoes. Birkby, Brian // Manager: British Journal of Administrative Management;May/Jun2004, Issue 41, p26 

    This article discusses how companies can find out what their customers think about them. The author of this article believes that companies must ask customers what is important for them. This does not mean sending out a questionnaire when someone can find the time. It is a systematic and regular...

  • The Index of Consumer Sentiment Toward Marketing. Gaski, John F.; Etzel, Michael J. // Journal of Marketing;Jul86, Vol. 50 Issue 3, p71 

    There have been a number of published measures of generalized consumer attitudes, perhaps the most familiar being the Index of Consumer Sentiment of the University of Michigan's Survey Research Center. What this article proposes is an "index of consumer sentiment toward marketing," which is...

  • Technical Writers Turn to WEB SURVEYS. Vriend, Paul // Intercom;Feb2005, Vol. 52 Issue 2, p13 

    Presents the significance of web-based surveys in getting information of customer satisfaction in the U.S. Benefits and advantages of online market research; Application of web-based surveys in doing inexpensive online research; Problems and issues addressed by web based-surveys and online research.

  • CINEMAWATCH.  // Marketing (00253650);5/25/2005, p30 

    This article presents the results of a public opinion poll related to the recall value of cinema advertisements. Respondents were asked which cinema commercials do they remember seeing recently. This research was conducted from May 10-12 by TNS as part of its twice-weekly OnLineBus omnibus among...

  • CHAPTER 54: OPINION POLLS, FOCUS GROUPS & MARKET TRACKING.  // Consumer Behavior;2007, p261 

    Chapter 54 of the book "Consumer Behavior" is presented. This chapter looks at surveys used to determine consumer preferences and attitudes in the U.S. Similarly, opinion polls are utilized to determine attitudes relating to issues from healthcare to politics. In addition, the chapter explains...

  • SME to Present 4th Brand Awareness Study. Albanese, Lorelei // Caribbean Business;6/9/2005, Vol. 33 Issue 22, p38 

    Presents the results of the 2004 Sales & Marketing Executives Association of Puerto Rico Study of Brand Awareness. Selection of categories according to the potential interest of companies wanting to buy the profiles of the consumers surveyed for that category; Disclosure of ten brands with the...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics