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Stellenwert und Wandel des Services im Finanzdienstleistungsgewerbe by Lorth, Andreas

Stellenwert und Wandel des Services im Finanzdienstleistungsgewerbe

by Andreas Lorth
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Book cover type: Paperback
  • ISBN13: 9783838632964
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Diplom.de
  • Publisher Imprint: Diplom.de
  • Publication Date:
  • Pages: 116
  • Original Price: GBP 71.9
  • Language: German
  • Edition: N/A
  • Item Weight: 159 grams
  • BISAC Subject(s): General

Inhaltsangabe: Einleitung: Da ich bisher sowohl im Bank- als auch im Versicherungsgewerbe tätig war, habe ich mich entschieden, die Entwicklung des Services in diesen beiden Bereichen zum Gegenstand meiner Diplomarbeit zu machen. Der reine Text erstreckt sich über 81-Seiten und ist mit zahlreichen Grafiken versehen. Die Arbeit basiert auf 105-Quellen. Nach den Begriffsdefinitionen von Dienstleistung, Service und Qualität, bezogen auf den Finanzdienstleistungsbereich, wird die Entwicklung des Services in den letzten Jahren beschrieben. Anschlie end werden die konkreten Auswirkungen auf den Service angesprochen, die die veränderten Rahmenbedingungen mit sich bringen. Hier werden die wesentlichsten Gründe aufgezeigt, die ein Umdenken in den Köpfen der Mitarbeiter der Banken und Versicherungen verlangen und es werden Lösungen vorgestellt, wie man künftig den Serviceerwartungen der Kunden gerecht wird. In Kapitel 5 werden die Vertriebskanäle des Bank- und des Versicherungssektors ausführlich durchleuchtet. Es wird aufgezeigt welche Vertriebsschienen derzeit genutzt werden und welche Entwicklung dem Vertrieb in den nächsten Jahren bevorsteht. Nach den Vertriebskanälen werden die 3 neuen Serviceinstrumente: Call Center - eCRM-Systeme - Internet vorgestellt. Es werden die verschiedenen Einsatzmöglichkeiten der einzelnen Instrumente ausführlich beschrieben. Im letzten Kapitel werden Ma nahmen erläutert, die einen positiven Einflus auf den Service am Kunden haben. Hierzu gehören zum Beispiel die Vorstellung neuer Vergütungssysteme, Qualitätsmessungsverfahren und interessante Methoden zur Steigerung der Mitarbeitermotivation. Inhaltsverzeichnis: Inhaltsverzeichnis: 1.Einführung1 2.Begriffsabgrenzung3 2.1Definition Dienstleistung3 2.2Definition Service4 2.3Definition der Qualität im Finanzdienstleistungssektor4 3.Entwicklung des Services im Bank- und Versicherungsgewerbe in Deutschland6 4.Neue Ausrichtung der Finanzdienstleistungen aufgrund veränderter Rahmenbedingu

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