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Researching Customer Satisfaction and Loyalty
Customer satisfaction and loyalty has been one of the largest areas of market research for the past twenty years, and interest in it continues to increase. Organizations today invest heavily in programmes designed to retain customers as they recognize the importance of having loyal, committed customers to sustain and increase company profits. Researching Customer Satisfaction and Loyalty is a vital guide to this expanding area. It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research. The breadth of detail is exhaustive and topics covered include: the development of customer satisfaction and loyalty, management theories about it, qualitative and quantitative research, and how market research projects get commissioned. The book also looks at the factors that both supplier and client need to consider when preparing a research brief and proposal, how interest in this area is changing and what the future holds for research into customer satisfaction.
Qualitative Research
Qualitative Research helps those who have limited experience of qualitative research, to become proficient buyers of research. It will enable buyers to commission QR with confidence; to choose a supplier, agree a methodology with the research agency, understand the process and end up with useful outputs which address the initial research issues. It will help train new practitioners in terms of the basics of qualitative research and it will also develop the knowledge and understanding of more experienced qualitative researchers. Qualitative research explores questions such as what, why and how, rather than how many or how much; it is primarily concerned with meaning rather than measuring. Understanding why individuals and groups think and behave as they do lies at the heart of qualitative research, and market research practitioners and students of market research will all benefit from this title.
Marketing Research: Tools and Techniques
Balancing theoretical and practical elements of marketing research and showing students how to implement research themselves, this book covers the traditional principles and skills involved in marketing research, such as primary and secondary research, sampling, analysis, reporting and presentation.
Two Sisters
This riveting book is an astonishing testimony of what befell two sisters, Whitehouse’s own mother-in-law and aunt, who managed to escape the killing fields in Vichy France against all odds. Marion and Huguette Müller’s family was torn apart when the Nazis invaded France in 1940. After their mother was deported to Auschwitz, the sisters fled to the small Alpine ski resort village of Val d'Isère, where they were rescued by a brave young doctor. Through intrepid reporting and meticulous research, Whitehouse traces the story of the Müller sisters, solving decades-old mysteries in her attempt to deliver both closure and justice. With skill and urgency, Whitehouse raises moral questions at the heart of the tragedy of the Shoah: questions about complicity, culpability, about duty to your country and your fellow man. She sifts through thousands of records and pieces together how the sisters were saved, and how so many others were lost. It is a tale full of shocking discoveries featuring a bloodthirsty killer, secret operatives of the French resistance, forged documents, narrow escapes, and miracles.
Market Research in Practice
This practical guide to the basics of market research takes a clear, concise step-by-step approach. It describes and explains the various tools and techniques available to market researchers. Comparative examples and real-life international case studies help make the basics of market research straightforward and accessible. Market Research in Practice assumes no previous knowledge of the subject and offers guidance for the reader who is either studying or completely new to market research. The book also outlines data protection legislation and details the professional ethics incorporated in the MRS Code of Conduct. Contents include: the role of market research market research design desk research focus groups and in-depth interviews sampling questionnaire design interviewing self-completion questionnaires and e-surveys data analysis report findings Part of the new Market Research in Practice series and published in association with the Market Research Society, Market Research in Practice is an invaluable guide for students, researchers, marketers and users of market research.
Consumer Insight
Provides comprehensive coverage of the classic areas that market researchers and marketers need to focus on.
Market Intelligence
One of the biggest problems facing organisations that commission market research is ensuring that they get the research they want and that the research is relevant to the organisation. There are many different approaches that can be taken for any one piece of research and it is crucial for an organisation to get this right. Failure to do so can lead to substantial pain in the debriefing meeting and quite possibly failure and wasted budgets. Market Intelligence examines the clientside perspective of market research and describes the pitfalls and problems when commissioning and briefing market research. Market Intelligence is fully international in scope and offers comparative examples and case studies from Europe and the US. The book also outlines Data Protection legislation and details the professional ethics incorporated in the MRS Code of Conduct. This is an invaluable guide for students, market researchers and non-professional researchers.
Questionnaire Design
If you need to conduct market research for your company, a good questionnaire is a vital tool. Questionnaire Design covers anything and everything you need to know about constructing the perfect questionnaire for your business. Taking you through every step of the process, and encouraging you to really think about what you are asking, and what data you want to find out, Questionnaire Design is an essential guide for marketers everywhere. Whether you are a student of marketing, have market research skills that need updating, or simply want a handbook to refer to as the need arises, Questionnaire Design is the book for you. Now fully updated to include vital information about online questionnaires and interviews, their problems and potential, this book will be a useful addition to the bookshelf of every market research practitioner.
The Effective Use of Market Research
The Effective Use of Market Research looks at the circumstances in which market research is necessary, and explains what management can expect to gain from research and then analyses the type of business decisions that may be taken as a result.
A Life of Magic Chemistry
The autobiography of a Nobel Prize winner, this book tells us about George Olah's fascinating research into extremely strong superacids and how it yielded the common term "magic acids." Olah guides us through his long and remarkable journey, from Budapest to Cleveland to Los Angeles, with a stopover in Stockholm. This updated autobiography of a Nobel Prize winner George A. Olah: Chronicles the distinguished career of a chemist whose work in a broad range of chemistry areas, and most notably that in methane chemistry, led to technologies that impact the processing and utility of alternative fuels Is based on Olah's work on extremely strong superacids and how they yielded the common term, "magic acids" Details events since the publication of the first edition in 2000 Inspires readers with details on Dr. Olah's successful recent research on methanol, intended to help provide a solution to "the oil problem"
