Quality in production and distribution of financial products and services

Date of publication: June 15, 1985

Author: Andre Babeau

Abstract:

Two evolutions make the development and use of the concept duality in the production and distribution of financial services particularly necessary. The first is that the extension of and innovations in the financial Sector are already encountering certain limitations: in our developed countries, the major part of households and all firms use a bank; apart from this, innovations in financial products and services have already begun to slow down. Many innovations are being made in the modalities of service distribution, but less with regard to the nature itself of the products and services offered. One is thus forced, in order to promote these services, to return to a detailed study of their particular characteristics and to an observation of customer expectations with regard to these characteristics. However, these approaches involve taking into account what is commonly known as the "Quality" of a product or service. "Quality" often becomes the only possible factor for differentiation.

Andre Babeau

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