Listed below are SELECTED WHITE PAPERS AND PRESENTATIONS.  Some of these works can be seen at this site.  Please click on the appropriate button to view a White Paper.  The numbered works are not available electronically, but, please email us at info@theartemisgroup.com with the reference number of the paper or presentation you are interested in if you would like to receive a copy. 

Measuring Service Quality and Customer Loyalty (Artemis White Paper) 

Linking Internal Measures to Customer Perceptions and Behaviors (Artemis White Paper)  

Cutting Interviewing Costs through Optimal Interview Scheduling (Artemis White Paper)

Using Response Modeling to Optimize Marketing and Retention Initiatives (Artemis White Paper)

Tools for Analyzing Customer Satisfaction and Relationship Surveys, by S. J. Devlin (American Marketing Association Curricula) 

Analytical Tools for Churn Management, by S. J. Devlin (American Marketing Association Curricula) 

Designing and Using Customer Satisfaction and Relationship Surveys, by S. J. Devlin & T. C. Gleason (American Marketing Association Curricula) 

Bridging the Gap Between Perceptions and Expectations by T. C. Gleason (ALFA Customer Satisfaction with Intensive Care Conference, April, 1998)

Developing and Using Service Quality Indicators: A Research and Software Development Case Study by S. J. Devlin & I. G. Sande (ASA Proceedings, 1990)

Ensuring Customer Surveys are Achievable by J. H. Hughes (Telestrategies Customer Care Conference, October, 1998)

Evaluating and Displaying Datamining Technology: Considerations for Ensuring that Datamining is in-line with Your Organizational Objectives by E. F. Davis (Institute for International Research Conference, March, 1999)

In Search of the Optimum Scale by T. C. Gleason, S. J. Devlin & M. Brown (Marketing Research, Vol. 6, No. 4, 1990)

Integrating Internal and External Data to Enhance Customer Management by E. F. Davis (IBC Conference, 1998)

Modeling for Success: Matching Tools to Your Priorities to Optimize Company Effectiveness by S. J. Devlin (Institute for International Research Conference, March, 1999)

Selecting a Scale for Measuring Quality by S. J. Devlin, H. K. Dong & M. Brown (Marketing Research, Vol. 5, No. 3, 1993)

Selling Executives with Statistics by S. J. Devlin (Amstat News, April, 1991, and, The Statistical Consultant, Vol. 8, No. 1, 1991)

Service Quality From the Customers’ Perspective by S. J. Devlin & H. K. Dong (Marketing Research Vol. 6, No. 1, 1994)

Using Customer Satisfaction Measurements and Defection Indicators for Strategic Planning and Managing Market Share by S. J. Devlin (Institute for International Research, October, 1998)

Validating Service Observations with Customer Surveys by S. J. Devlin (Telestrategies Customer Care Conference, October, 1998)