Putting together the pieces of service quality. (Cover Story): An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on April 1, 1994. The length of the article is 2790 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: Bankers believe that good service quality translates to greater customer satisfaction, customer retention and, ultimately, profitability. In light of this view, many banks are developing their own service quality programs to ward off encroachment from competing nonbanks and other banks. A basic element of these programs is the training of bank employees. The training component not only teaches bank workers the necessary listening and team-building skills, but also empowers them to be as informed as possible about the bank and its products. Training also helps them understand the value of customers to the bank. The customer-service training programs of Equitable Bank, Iowa State Bank and Trust Co., and West One Bancorp. are discussed.

Citation Details
Title: Putting together the pieces of service quality. (Cover Story)
Author: Tanja Lian
Publication:Bank Marketing (Magazine/Journal)
Date: April 1, 1994
Publisher: Bank Marketing Assn.
Volume: v26 Issue: n4 Page: p22(6)

Article Type: Cover Story

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