Resources Library by ANA

The self-service bank (German)

Banking with private customers in the Federal Republic of Germany undergoes a radical change with economic and social consequences for our country which cannot yet be foreseen. Among others it concerns the distribution of meanwhile about 2 billions...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making

Author: Wolfgang Hesse

Company: Produkt + Markt GmbH & Co. KG

June 15, 1986

Using research to measure the quality of corporate banking services

This seminar is devoted to the question of improving the quality of financial services and the topic is a timely one. For in the United States, as in Europe and around the world, the quality of service has become a key element in the competitive...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Merl W. Baker

June 15, 1985

Quality, financial services and research

The exercise of summing up the content of these three days of work - in which 23 papers were presented, and a great number of contributions were made in the debates - requires a review of the topics discussed, and the injection into them of some...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Gabriele Morello

June 15, 1985

Quality in production and distribution of financial products and services

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...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Andre Babeau

June 15, 1985

Quality in production and distribution of financial products and services (French)

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...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Andre Babeau

February 1, 1985

On changing roles and relations in German corporate banking

Corporate banking in Germany is going to go through some important changes: 1. Corporations will be less loyal to banks: the lead bank concept will be gradually lose its importance; 2. Profit margins in corporate banking will decline even further...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Authors: Renate Doeblin, Jürgen Doeblin

February 1, 1985

Getting close to the customer in the life insurance industry

This paper is about the growing marketing orientation of a certain sector of the market for personal financial services in New Zealand, the life insurance sector; and especially about the marketing orientation of a particular life insurance company....

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Emanuel Kalafatelis

February 1, 1985

Automation and the quality of services

In the eighties banks are confronted with recession; some bankers believe that automation is the answer to this problem. We think that both automation and personal service are necessary to yield a perceived high quality of financial services. After...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Philip P. Todd

February 1, 1985

The language barrier

The authors believe that women are not addressed by financial services in a language which they understand. In addition, as a result of social and cultural influences, women are often not expected to understand financial matters. When combined with...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Authors: Glllian Laidlaw, Kate Willis

Company: Ogilvy

February 1, 1985