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Dimensionen und Effekte der Service Excellence im deutschen Bankenmarkt

Authors:
Publisher:
 2020

Bibliographic data

Copyright year
2020
ISBN-Print
978-3-8487-6683-3
ISBN-Online
978-3-7489-0795-4
Publisher
Nomos, Baden-Baden
Series
Reihe Dienstleistungsmanagement | Dienstleistungsmarketing
Volume
6
Language
German
Pages
291
Product type
Book Titles

Table of contents

ChapterPages
  1. Titelei/Inhaltsverzeichnis No access 1 - 24
    1. 1.1. Ausgangssituation und Problemstellung No access
    2. 1.2. Forschungslücken und -ziele No access
    3. 1.3. Aufbau der Arbeit No access
      1. 2.1.1. Definition von Kundenzufriedenheit No access
      2. 2.1.2. Kundenzufriedenheit bei Banken No access
      1. 2.2.1. Definition von Kundenbegeisterung No access
      2. 2.2.2. Abgrenzung zwischen Kundenbegeisterung und Kundenzufriedenheit No access
      3. 2.2.3. Auslöser von Kundenbegeisterung No access
      4. 2.2.4. Effekte der Kundenbegeisterung No access
      5. 2.2.5. Kundenbegeisterung bei Banken No access
      1. 2.3.1. Definition von Servicequalität bei Kreditinstituten No access
      2. 2.3.2. Definition von Service Excellence No access
      3. 2.3.3. Abgrenzung von Servicequalität und Service Excellence No access
        1. 2.3.4.1. SERV*OR-Modell der Serviceorientierung No access
        2. 2.3.4.2. Johnstons Modell der Service Excellence No access
        3. 2.3.4.3. DIN-SPEC 77224-Modell der Service Excellence No access
        4. 2.3.4.4. CEN/TS 16880-Modell der Service Excellence No access
        5. 2.3.4.5. Haus der Service Excellence nach Marquardt No access
        6. 2.3.4.6. Business-Excellence-Modelle EFQM und BCPE No access
        1. 2.3.5.1. Studie von Kim und Kleiner (1996) – Service Excellence in der Bankenindustrie No access
        2. 2.3.5.2. Studie von Johnson (1996) – Der Zusammenhang zwischen Service-Verständnis der Mitarbeiter und Kundenzufriedenheit No access
        3. 2.3.5.3. Studie von Dobni (2002) – Implementierung von Service Excellence in der Finanzdienstleistungsindustrie No access
        4. 2.3.5.4. Studie von Bates u. a. (2003) – Der Business-Case für Service Excellence No access
        5. 2.3.5.5. Studie von Jones (2004) – Scorecard für Service Excellence No access
        6. 2.3.5.6. Studie von Al-Eisawi (2014) – Service Excellence am Beispiel des britischen Bankenmarktes No access
        7. 2.3.5.7. Studie von Sekhon u. a. (2015) – Service Excellence im britischen Retail-Banking No access
      1. 2.4.1. Definition von Rentabilität, Produktivität und Effizienz im Bankenkontext No access
      2. 2.4.2. Ansätze zur Bewertung der Leistungserstellung bei Banken No access
      3. 2.4.3. Kennziffern zur Messung der Rentabilität von Banken No access
      4. 2.4.4. Messung der Effizienz von Banken No access
    5. 2.5. Zusammenfassende Bewertung des aktuellen Forschungsstandes No access
    1. 3.1. Aktuelle Entwicklungen auf dem deutschen Bankenmarkt und ihre Auswirkungen No access
    2. 3.2. Die Drei-Säulen-Struktur des deutschen Bankenmarktes No access
    3. 3.3. Einordnung der Kreditinstitute und Schlussfolgerungen No access
      1. 3.4.1. Die Struktur der Sparkassen-Finanzgruppe No access
        1. 3.4.2.1. Grundprinzipien des Sparkassenwesens – öffentlicher Auftrag No access
        2. 3.4.2.2. Grundprinzipien des Sparkassenwesens – Regionalprinzip No access
        3. 3.4.2.3. Grundprinzipien des Sparkassenwesens – Gemeinnützigkeit No access
        4. 3.4.2.4. Grundprinzipien des Sparkassenwesens – Verbundzusammenarbeit No access
      1. 3.5.1. Struktur der Genossenschaftsbanken in Deutschland No access
        1. 3.5.2.1. Grundprinzipien des Genossenschaftswesens – Förderauftrag No access
        2. 3.5.2.2. Grundprinzipien des Genossenschaftswesens – Selbsthilfe, -verwaltung und -verantwortung No access
        3. 3.5.2.3. Grundprinzipien des Genossenschaftswesens – Identitätsprinzip No access
        4. 3.5.2.4. Grundprinzipien des Genossenschaftswesens – Demokratieprinzip No access
    1. 4.1. Herleitung der relevanten Dimensionen für Service Excellence im deutschen Bankenmarkt No access
      1. 4.2.1. Konzeptualisierung der Dimension Leadership und Servicekultur No access
      2. 4.2.2. Konzeptualisierung der Dimension Kenntnis und Erfüllung der Kundenanforderungen No access
      3. 4.2.3. Konzeptualisierung der Dimension Implementierung No access
      4. 4.2.4. Konzeptualisierung der Dimension Mitarbeiterbegeisterung No access
      5. 4.2.5. Konzeptualisierung der Dimension Ressourcen No access
      6. 4.2.6. Konzeptualisierung der Dimension Management des Kundenerlebnisses No access
      7. 4.2.7. Konzeptualisierung der Dimension Serviceinnovation und -erforschung No access
      8. 4.2.8. Konzeptualisierung der Dimension Messung von Überraschung und Begeisterung No access
      9. 4.2.9. Konzeptualisierung der Dimension Technologie und Prozess-Exzellenz No access
    3. 4.3. Ableitung der Forschungshypothesen zu den betriebswirtschaftlichen Effekten No access
    4. 4.4. Zusammenfassung des Hypothesensystems in ein Untersuchungsmodell No access
    1. 5.1. Ziele der Vorstudie und Studiendesign No access
    2. 5.2. Durchführung und Auswertung der explorativen Vorstudie No access
    3. 5.3. Ergebnisse der explorativen Vorstudie No access
    4. 5.4. Modifikation des Untersuchungsmodells No access
      1. 6.1.1. Grundlagen der Kausalanalyse No access
      2. 6.1.2. Vorgehensweise zur Auswahl des Analyseverfahrens für die vorliegende Arbeit No access
      1. 6.2.1. Gütekriterien bei reflektiven Messmodellen No access
      2. 6.2.2. Gütekriterien zur Beurteilung des Strukturmodells No access
      1. 6.3.1. Grundlagen zur Generierung und Operationalisierung von Konstrukten als potenzielle Messindikatoren No access
      2. 6.3.2. Operationalisierung der latenten Variablen durch reflektive Konstrukte No access
      3. 6.3.3. Operationalisierung der betriebswirtschaftlichen Effekte No access
      4. 6.3.4. Darstellung des operationalisierten Pfadmodells No access
      1. 6.4.1. Vorgehen bei der Fragebogenkonstruktion No access
      2. 6.4.2. Durchführung und Ergebnisse des Pretests No access
      3. 6.4.3. Durchführung der empirischen Studie No access
      1. 6.5.1. Überblick über die Struktur der Stichprobe No access
        1. 6.5.2.1. Deskriptive Statistik – Dimension Leadership und Servicekultur No access
        2. 6.5.2.2. Deskriptive Statistik – Dimension Reputation No access
        3. 6.5.2.3. Deskriptive Statistik – Dimension Implementierung No access
        4. 6.5.2.4. Deskriptive Statistik – Dimension Mitarbeiterbegeisterung No access
        5. 6.5.2.5. Deskriptive Statistik – Dimension Ressourcen No access
        6. 6.5.2.6. Deskriptive Statistik – Dimension Management des Kundenerlebnisses No access
        7. 6.5.2.7. Deskriptive Statistik – Dimension Serviceinnovation und -erforschung No access
        8. 6.5.2.8. Deskriptive Statistik – Dimension Messung von Überraschung und Begeisterung No access
        9. 6.5.2.9. Deskriptive Statistik – Dimension Technologie und Prozess-Exzellenz No access
        10. 6.5.2.10. Deskriptive Statistik – Kundenbegeisterung No access
        11. 6.5.2.11. Deskriptive Statistik – Kundenzufriedenheit No access
        12. 6.5.2.12. Deskriptive Statistik – Service Excellence No access
        13. 6.5.2.13. Zwischenfazit der Ergebnisse der deskriptiven Statistik No access
        1. 6.5.3.1. Prüfung der Eindimensionalität der Itemstruktur durch eine konfirmatorische Faktorenanalyse (KFA) No access
      4. 6.5.4. Überprüfung der Reliabilität der verwendeten Konstrukte No access
      5. 6.5.5. Überprüfung der Konstruktvalidität No access
        1. 6.5.6.1. Modellschätzung mit SmartPLS No access
        2. 6.5.6.2. Überprüfung der Hypothesen und Interpretation der Ergebnisse No access
    1. 7.1. Zusammenfassung der Ergebnisse No access
    2. 7.2. Implikationen für die Forschung No access
    3. 7.3. Implikationen für die Bankpraxis zur Erreichung von Service Excellence No access
    4. 7.4. Limitationen der durchgeführten Untersuchung No access
    5. 7.5. Ausblick No access
  9. 8. Literatur No access 253 - 290
  10. Onlineanhang No access 291 - 291

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