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Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung

Author

Listed:
  • Körnert, Jan
  • Wolf, Cornelia

Abstract

Das Ombudsmannverfahren des Bundesverbandes deutscher Banken feiert am 1. Juli 2002 sein zehnjähriges Jubiläum. Das Jubiläum liefert eine willkommene Gelegenheit zur kritischen Bestandsaufnahme. Zudem soll der tiefergehenden Frage nachgegangen werden, ob sich die mit der Einführung des Ombudsmannverfahrens verbundenen Hoffnungen auf eine größere Kundenzufriedenheit und eine stärkere Kundenbindung grundsätzlich erfüllen lassen.

Suggested Citation

  • Körnert, Jan & Wolf, Cornelia, 2002. "Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung," Freiberg Working Papers 2002/01, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
    • Handle: RePEc:zbw:tufwps:200201
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    References listed on IDEAS

    as
    1. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    2. Bundschuh Karl Dietrich, 1998. "Erfahrungen mit dem Ombudsmannverfahren der Banken," Zeitschrift für Bankrecht und Bankwirtschaft (ZBB) / Journal of Banking Law and Banking (JBB), RWS Verlag, vol. 10(1), pages 2-6, February.
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    Citations

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    Cited by:

    1. Körnert, Jan & Rossaro, Fabiana, 2004. "Der Eigenkapitalbeitrag in der Marktzinsmethode," Freiberg Working Papers 2004/11, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
    2. Felden, Carsten & Bock, Heiko & Gräning, André & Molotowa, Lana & Saat, Jan, 2006. "Evaluation von Algorithmen zur Textklassifikation," Freiberg Working Papers 2006/10, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
    3. Fritsch, Michael & Stützer, Michael, 2006. "Die Geografie der Kreativen Klasse in Deutschland," Freiberg Working Papers 2006/11, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
    4. Minuk, Olga & Rossaro, Fabiana & Walther, Ursula, 2005. "Zur Reform der Einlagensicherung in Weißrussland - Kritische Analyse und Vergleich mit dem Deutschen Einlagensicherungssystem," Freiberg Working Papers 2005/12, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
    5. Jacob, Dieter & Uhlig, Tilo & Stuhr, Constanze, 2005. "Bewertung der Immobilien von Akutkrankenhäusern der Regelversorgung unter Beachtung des neuen DRG-orientierten Vergütungssystems für stationäre Leistungen," Freiberg Working Papers 2005/02, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
    6. Grosse, Diana & Ullmann, Robert & Weyh, Enrico, 2006. "Die Führung innovativer Teams unter Berücksichtigung rechtlicher und psychologischer Aspekte," Freiberg Working Papers 2006/05, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
    7. Rogler, Silvia, 2006. "Vergleichbarkeit von Gesamt- und Umsatzkostenverfahren: Auswirkungen auf die Jahresabschlussanalyse," Freiberg Working Papers 2006/06, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
    8. Enke, Margit & Greschuchna, Larissa, 2005. "Aufbau von Vertrauen in Dienstleistungsinteraktionen durch Instrumente der Kommunikationspolitik - dargestellt am Beispiel der Beratung kleiner und mittlerer Unternehmen -," Freiberg Working Papers 2005/06, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.

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    More about this item

    Keywords

    Ombudsmann; Kundenzufriedenheit; Kundenbindung; ombudsman; customer satisfaction; customer loyalty;
    All these keywords.

    JEL classification:

    • G20 - Financial Economics - - Financial Institutions and Services - - - General
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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