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Marketing Research Articles Related to Employee Opinion Studies

Marketing Research Articles Related to Employee Opinion Studies

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A vital link

Published
October 2004
Author
Nancy Cook
Abstract
Don’t overlook the role of employees in the customer satisfaction process. Surveys can help measure how well-equipped they feel in their jobs and identify factors that could adversely affect customer opinions.

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.

Broaden your view

Published
October 2004
Authors
Stephen J. Gill and Laurence N. Smith
Abstract
The author presents the total customer experience model and explains how its four categories of factors drive a company toward outstanding customer service.

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.

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.

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.

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.

Data Use: Using key driver analysis to guide employee satisfaction research

Published
October 2006
Authors
Dave Leonard and Michael Lieberman
Abstract
Employee turnover is a large expense for mass retailers and fast-food firms. By surveying employees, companies can identify and address the factors that drive turnover.

Data Use: Using the PRD technique online

Published
January 2008
Author
Stefan Althoff
Abstract
The author recounts experiments in which he and other researchers allowed respondents to change their replies to scale-based questions during the interview process. While more research-on-research needs to be done, the technique seems to increase respondent comfort and satisfaction and thus may have value down the road.

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.

* Ever the skeptics: tips for dispelling doubt in employee research

Published
June 2010
Author
Margaret R. Roller
Abstract
Trust is a primary obstacle in conducting focus groups with employees. The author offers 12 tips to help researchers create an environment that fosters security, honesty and openness.

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.

First in service

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

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.

Internal groups can bring internal fears

Published
February 2008
Author
Peter Goudge
Abstract
While focus groups with employees may resemble those conducted with consumers, there are a host of factors that make them different. Safeguarding an employee's privacy, thus allowing them the freedom to speak freely during the groups, is paramount. Researchers must also take into account the role internal corporate politics may play on an employee's responses or willingness to participate.

Internal research, external benefits

Published
February 2007
Author
Tracey Carsten Roll
Abstract
A division of information firm Experian began conducting employee satisfaction research and soon the program grew to a company-wide effort that did much more than measure employee attitudes.

Is technology helping or harming the work-life balance?

Published
August 2009
Author
Quirk's Staff

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.

Make it worth your while

Published
October 2004
Author
Brett Hagins
Abstract
To get employees and management more invested in the act of doing research, hold brainstorming sessions to uncover ideas they might have for improving satisfaction in their respective areas.

Making contacts

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.

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