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Marketing Research Articles Related to Research with Employees

Marketing Research Articles Related to Research with Employees

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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.

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.

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.

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.

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.

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.

Using qualitative research to improve corporate intranet sites

Published
July 1998
Author
Randy T. Catron
Abstract
The Principal Financial Group analyzed its use of intranet sites by applying a three-step process to collect data from the participants: a pre-browse interview; browsing activity observed by the researcher; and a post-browse interview.

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.

Use corporate ethnography to understand and reignite your brand

Published
May 2003
Author
Gerry Cain
Abstract
In an increasingly turbulent business environment, corporate ethnographic research may just be the tool today’s companies need to develop the competitive edge necessary for survival. To capitalize on your brand’s inherent power, you must understand your own organization. This article discusses using corporate ethnography to gain insight into a brand and the inherent nature of that brand based upon a greater understanding of the organizational culture itself.

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.

Building client loyalty yields strong ROI for financial services provider

Published
October 2004
Authors
Lois Koch and John Chisholm
Abstract
Banking services firm Digital Insight implemented an online customer feedback program to obtain measurable improvements in service quality and was able to demonstrate ROI on its efforts.

Satisfied employees are critical to ensuring satisfied customers

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.

Measure the total customer experience

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.

Work some process innovation research into your satisfaction study

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.

Mystery shopping adapts to serve a range of needs

Published
January 2006
Author
Paul C. Lubin
Abstract
Along with 13 tips on implementing a mystery shopping program, the article explores the capabilities and limits of the mystery shopping approach and outlines some examples of where its use is appropriate.

How mystery shopping programs can boost your brand and your bottom line

Published
January 2006
Author
David Rich
Abstract
Mystery shopping has a number of applications beyond the usual measurement of frontline employee performance, including brand-building, image tracking, performance improvement, and competitive audits.

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.