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Kundenintegration bei Finanzdienstleistungen

Author

Listed:
  • Enke, Margit
  • Poznanski, Steffi

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.

Suggested Citation

  • Enke, Margit & Poznanski, Steffi, 2005. "Kundenintegration bei Finanzdienstleistungen," Freiberg Working Papers 2005,11, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.
  • Handle: RePEc:zbw:tufwps:200511
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    References listed on IDEAS

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    More about this item

    Keywords

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

    JEL classification:

    • Z10 - Other Special Topics - - Cultural Economics - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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