Discrete choice surveys by telephone

Article Abstract:

In two consumer studies, discrete choice surveys were administered both by telephone and by traditional pencil and paper methods. Study participants responded to discrete choice surveys concerning pizza restaurants in the first study and fast food restaurants in the second. Neither aggregate level estimated utilities for the pizza restaurants, nor market shares for the fast food restaurants differed by method of administration. The results indicate that discrete choice surveys can be successfully administered by telephone. (Reprinted by permission of the publisher.)

Fast food restaurants, Pizza restaurants, Pizzerias, Telephone surveys

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The role of customer service in determining customer satisfaction

Article Abstract:

Vendors should be concerned not only with customer complaints, but with customer satisfaction, monitored by surveys. According to a Canadian survey of automobile buyers, consumer satisfaction is based mostly on post-purchase interactions with the dealer. Multiple regression was the analytical technique chosen for the survey. The analysis indicated that service and product quality are closely interrelated in the automobile industry. It is likely that the results of the survey could be applied across the board to all retailers.

Analysis, Canada, Purchasing, Automobiles, Customer service, Customer relations

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Domestic country bias, country-of-origin effects, and consumer ethnocentrism: a multidimensional unfolding approach

Article Abstract:

A study was conducted, with a multidimensional unfolding approach, to examine the preference patterns of U.K. consumers for domestic products, and those originating from specific foreign countries, for eight product categories. The result from the study revealed that the observed variability in preferences is linked to consumer ethnocentrism.

United Kingdom, Usage, Brand choice, Multidimensional scaling

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