Financial services quality

People, processes and performance

Authored by: Kent Eriksson

The Routledge Companion to Financial Services Marketing

Print publication date:  December  2014
Online publication date:  December  2014

Print ISBN: 9780415829144
eBook ISBN: 9780203517390
Adobe ISBN: 9781134095551


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Marketing research has had a significant impact in helping us understand the unique features of services. One of the most important distinguishing features of services is the lack of a physical dimension. Instead, services are characterized by interactive processes. The consumer of the service and the supplier of the service jointly create the service offering an experience as they interact. A service can thus be defined as “a process that leads to an outcome during partly simultaneous production and consumption processes” (Grönroos 2001: 150).

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