Marketing Research Articles Related to the Human Resources and Organizational Dev. Industry

Showing items 1-7 of 7.

Sort By Sort

* Login required for most articles published within the last three years

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.

Published: March 2010
Authors: Keith Malo and John Widmer
Abstract: Research education and training is a crucial part of keeping the industry alive, robust and relevant - don't let it suffer in a down economy. The authors suggest several ways to further research education and training even on the tightest of budgets.

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.

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

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.

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.

Comment on this article