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Marketing Research Articles Related to Employee Opinion Studies

Marketing Research Articles Related to Employee Opinion Studies

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Accountemps relies on surveys to keep tabs on personnel

Published
February 1987
Author
Quirk's Staff
Abstract
For Accountemps, a temporary-help service, research was needed to improve the productivity of its workers. Vice presidents and personnel management were surveyed to find helpful hints on how to improve productivity.

Trade Talk: Employee surveys key to attitudes

Published
March 1987
Author
Beth Hoffman, Quirk's Managing Editor
Abstract
Representatives from Hyatt Hotels Corp. and Hewlett-Packard discuss the benefits of conducting research among employees.

Employee surveys spark decision to establish child care

Published
July 1987
Author
Beth Hoffman, Quirk's Managing Editor
Abstract
After a series of surveys revealed an increasing demand for infant day care, Dominion Bankshares Corp. in Roanoke opened an in-house child development center that has been operating at full capacity. Being in the childcare business may not have been the corporation's original goal, but the decision has been hailed as natural, appropriate and profitable.

Focus groups provide health plans feedback

Published
December 1987
Author
Quirk's Staff
Abstract
Corporation-provided health care can present long-term problems for many companies. The research department for Nashville-based EQUICOR EQUITABLE HCA Corporation, an employee benefits company that sells group benefits and managed health care products, employed focus groups to figure out the most effective way to provide long-term health care insurance products.

Research steers nightclub's respositioning

Published
June 1989
Author
Quirk's Staff
Abstract
Horsefeathers nightclub conducted computer-assisted surveys and focus groups with customers and employees, performed a market analysis, and reviewed club operations in its efforts to reposition itself in the marketplace and subsequently increase its popularity with and sales to evening customers.

Using an in-house sales panel to enhance a total marketing research program

Published
December 1990
Authors
Debra Hansen and Christine Rix
Abstract
Mutual of Omaha Insurance Co. established an ongoing agent panel to complement its primary consumer research to explore issues such as advertising effectiveness, product concepts, sales ideas, market/buyer characteristics and other marketing-related issues. A short survey was used to determine agent willingness to be a panel member and to develop profiles of the responding panel members.

CIGNA uses an ongoing patient satisfaction study to tailor service of its health plans

Published
November 1991
Author
Quirk's Staff
Abstract
The Employee Benefits Division of the CIGNA Corporation conducted an ongoing patient satisfaction survey using phone interviews with its members. The goal was to assess members’ satisfaction with their primary care physicians in order to help CIGNA identify tangible ways to improve service.

Contact lens manufacturer Wesley-Jessen focuses on customer opinion with ongoing research

Published
April 1993
Author
Quirk's Staff
Abstract
As part of its total quality management effort, Wessley-Jessen used a range of research strategies to help improve the company’s performance. It held focus groups with opticians, optometrists and ophthalmologists to determine the service attributes to measure in a mailed survey to its customers. The company then mailed surveys to an extensive customer base. By applying quadrant analysis to the quantitative results, the company was able to determine which areas to concentrate on in its total quality management process. The company also sought input from its own employees.

Data Use: Data analysis improves service of Arizona Dept. of Weights & Measures

Published
May 1993
Author
Lois W. Sayrs
Abstract
The Arizona Auditor General's Office’s Performance Audit Division (PAD) conducted an audit of the Arizona Auditor General's Office Arizona Department of Weights and Measures (ADWM). To collect data, the PAD used interviews, a staff survey and past records of ADWM inspections.

Researchers talk about customer & employee satisfaction surveys at the American Quality Congress

Published
February 1994
Author
Gayle Kaplan
Abstract
National Computer Systems sponsored a roundtable discussion at the 1993 American Quality Congress on companies’ experience transforming survey information into action plans. This article summarizes that discussion, including confidentiality and anonymity, management buy-in, survey specificity and compensation.

Trade Talk: Dealing with those pesky open-ended responses

Published
February 1994
Author
Joseph Rydholm, Quirk's Editor
Abstract
This month's column describes a research project undertaken by Philip Morris to survey its employees and how Jim Falk's Text Analysis Program helped Philip Morris manage open-ended responses.

Survey tells AT&T how well its employees manage with managed care

Published
June 1994
Author
Joseph Rydholm, Quirk's Editor
Abstract
AT&T uses a mail survey and feedback from local access meetings to gather information from employees about satisfaction with their health network providers and service.

First of America Bank Corp. measures service quality through surveys of internal and external customers

Published
May 1995
Author
Mary Bursek
Abstract
First of America Bank surveyed employees and customers to measure service quality.

Research uncovers reasons for worker flight

Published
December 1997
Author
Naomi Brody
Abstract
A large multi-office corporation used telephone interviews with ex-employees to determine why sizable numbers of good employees in two entry-level positions departed voluntarily.

Companies should view employee research as an investment rather than an expense

Published
January 1998
Author
James H. Porchey
Abstract
Staying in close touch with employees' opinions and ideas is essential to bottom-line success. To do this, businesses are increasingly turning to action-oriented employee research. This article discusses the process of conducting employee research, including the employee survey and the action plan.

Creativity is lurking inside your company: Do you know how to find it?

Published
February 1998
Author
Michelle Taufman
Abstract
Innovation isn't necessarily born from creative or marketing departments alone. A company's staff members may be just what the company needs for generating ideas. This article discusses internal idea generation, including tips for conducting a successful internal idea generation session.

Finding and retaining research staff: a perspective

Published
February 1998
Author
Kathleen Knight
Abstract
Because the primary asset of a service business is its staff, recruiting and retaining a competent and enthusiastic staff is crucial. This article discusses the importance of and difficulties in recruiting and retaining quality research staff.

Create a collaborative service culture in your call center

Published
October 1998
Authors
Audrey Guskey and Robert Heckman
Abstract
As global and domestic markets become increasingly competitive, the ability to provide high-quality customer service will increasingly separate winners from losers. This article discusses high-quality customer service, including its importance in the success of a company, four facts of life that make its consistent delivery difficult and creating a collaborative service culture.

Leveraging the Web for customer and employee satisfaction research

Published
July 2003
Author
Sam Goodner
Abstract
Measuring and managing customer relationships are critical to effective day-to-day operations and long-term strategic planning. Optimizing employee satisfaction is equally key to an enterprise’s success. Frequent customer and employee feedback initiatives can provide management with valuable input on both short- and long-term decision making. This article discusses using the Web for customer and employee satisfaction research, including choosing the right technology and return on investment.

Expedia incorporates customer satisfaction feedback and employee input to enhance service and support

Published
October 2004
Author
Brett Tucker
Abstract
Travel site Expedia measures customer and employee satisfaction to drive improvements in its service and support functions.