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Kundenintegration bei Finanzdienstleistungen

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  • Enke, Margit
  • Poznanski, Steffi
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    Abstract

    Zur Erstellung maßgeschneiderter Dienstleistungen ist die Mitwirkung des Kunden (Kundenintegration) unerlässlich. Dem Management von Kundenintegration auf Anbieterseite wird jedoch in der Praxis zu wenig Bedeutung beigemessen. Sie hat aber fundmentalen Einfluss auf die Effizienz und Effektivität der Leistungserstellung. Der vorliegende Beitrag stellt Kundenintegration in den Mittelpunkt der Betrachtung und untersucht mögliche Erfolgswirkungen am Beispiel des Finanzdienstleistungssektors. Zudem werden erste Ansätze zur Konzeptionalisierung und Operationalisierung dieses theoretischen Konstrukts geliefert. -- In order to create tailor-made services, customers need to participate in the service production process (customer integration). The management of customer integration is neglected, although it has strong influence on the efficiency and effectiveness of the services delivery. This paper focuses on customer integration in the context of financial services and analyses its implications on service success. In addition it provides a first approach to conceptualize and operationalize this theoretical construct.

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    Bibliographic Info

    Paper provided by TU Bergakademie Freiberg, Faculty of Economics and Business Administration in its series Freiberg Working Papers with number 2005,11.

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    Date of creation: 2005
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    Handle: RePEc:zbw:tufwps:200511

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    Keywords: Kundenintegration; Finanzdienstleistungen; Customer Perceived Value; Bonität; Prozessevidenz; customer integration; financial services; customer perceived value; creditworthiness; process evidence;

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