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Kundenbegeisterung durch herausragende Service-Erlebnisse - Einsatz von Service Excellence bei Banken

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  • Gouthier, Matthias
  • Weimann, Jürgen

Abstract

Die Bankbranche befindet sich derzeit in einer äußerst schwierigen Marktsituation. Im homogenen Markt der Finanzprodukte ist die Begeisterung von Kunden durch das Angebot exzellenter Serviceleistungen eine immer wichtiger werdende Möglichkeit zur Differenzierung. Der Artikel fokussiert entsprechend auf das Verständnis und die Konzeptualisierung von Service Excellence aus der Perspektive von Banken, speziell Sparkassen und Genossenschaftsbanken in Deutschland.

Suggested Citation

  • Gouthier, Matthias & Weimann, Jürgen, 2017. "Kundenbegeisterung durch herausragende Service-Erlebnisse - Einsatz von Service Excellence bei Banken," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 34(1), pages 28-35.
    • Handle: RePEc:zbw:hsgmrs:275891
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    References listed on IDEAS

    as
    1. Klaus Berge & Ralf Berger & Hermann Locarek-Junge, 2006. "Deutsche Landesbanken: Status quo und Strategien vor dem Hintergrund des Wegfalls der Staatsgarantien," Vierteljahrshefte zur Wirtschaftsforschung / Quarterly Journal of Economic Research, DIW Berlin, German Institute for Economic Research, vol. 75(4), pages 73-92.
    2. Mohammed Hossain & Shirley Leo, 2009. "Customer perception on service quality in retail banking in Middle East: the case of Qatar," International Journal of Islamic and Middle Eastern Finance and Management, Emerald Group Publishing Limited, vol. 2(4), pages 338-350, November.
    3. Alexander Asha, 2012. "An Exploration of Achieving Banking Excellence through Internal Service of Front line Personnel," Advances In Management, Advances in Management, vol. 5(6), June.
    4. Mechthild Schrooten, 2006. "Zukunft des deutschen Bankensektors: Editorial," Vierteljahrshefte zur Wirtschaftsforschung / Quarterly Journal of Economic Research, DIW Berlin, German Institute for Economic Research, vol. 75(4), pages 5-10.
    5. Mohammed Hossain & Shirley Leo, 2009. "Customer perception on service quality in retail banking in Middle East: the case of Qatar," International Journal of Islamic and Middle Eastern Finance and Management, Emerald Group Publishing Limited, vol. 2(4), pages 338-350, November.
    6. Mohammed Hossain & Shirley Leo, 2009. "Customer perception on service quality in retail banking in Middle East: the case of Qatar," International Journal of Islamic and Middle Eastern Finance and Management, Emerald Group Publishing Limited, vol. 2(4), pages 338-350, November.
    7. Hasan, Syed Akif & Subhani, Muhammad Imtiaz & Raheem, Saquib, 2011. "Measuring Customer Delight: A Model for Banking Industry," MPRA Paper 34724, University Library of Munich, Germany.
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