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Qualitt lt sich nur schwer messen oder wiegen. Dennoch ist sie im hart umkmpften Bankmarkt ein wesentlicher - wenn nicht gar der wesentlichste Faktor fr Erfolg. Kundenbindung, Beratungsqualitt, Auftreten und Image des Institutes - all das sind Qualittsfaktoren in der Branche der Finanzdienstleistungen. Banken entwickeln immer mehr Produkte, ohne zu bemerken, da sie dem Kunden, dem sie eigentlichr Gutes wollen, mit ihrer Angebotsvielfalt berfordern. Anschaulich und in vielen praktischen Beispielen zeigen die Autoren die Erlebniswelt des Kunden auf, prfen seine Qualittsfaktoren mit denen der Institute selbst und geben Hinweise, wo die Ansatzpunkte fr mehr Qualitt und damit auch mehr Erfolg liegen.
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