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Papers and Articles

Customer satisfaction

Title	Description	Download
Reconstructing Research for the 21st Century, Research World, December 2006 published by ESOMAR www.esomar.org	Greatly summarised version of ESOMAR paper (see Breaking Down Barriers:Reconstructing Research for the 21^st Century, below)

Breaking down barriers: Reconstructing market research for the 21st Century, ESOMAR Congress 2006	Argues that market research practices have evolved the way they have for historical reasons but they have lost touch with leading edge business thinking and therefore need to be reconstructed to meet 21^st century needs If you are interested in this paper please contact ESOMAR email papers@brandenergyresearch.com	N/A

Maximising Customer Loyalty Through Successful Application of Customer Satisfaction Research	Exploration of the customer satisfaction measures and methods used to understand markets with a focus on mobile telecoms.

Survey Research for Managers – How to Use Surveys in Management Decision-making Book published by Macmillan, 1988, republished in paperback, 1991	Book exploring how to apply research in different areas of business and government	N/A

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