1、2700 单词， 1.5 万英文字符， 4200 汉字 文献出处： Horn C, Rudolf M. Service quality in the private banking businessJ. Financial Markets & Portfolio Management, 2011, 25(2):173-195. 原文 Service quality in the private banking business Carsten Horn Markus Rudolf 1 Introduction Service quality is the core concept for en
2、suring a successful supply of services in general. This holds in particular for the private banking sector, which is a pure service industry (Chase 1981) in which the service is performed almost entirely in the presence of the customer. Private banking involves intangible goods requiring the partici
3、pation of the customer in the production process (Gronroos 1984). In such an environment, the suppliers of private banking services aim to optimize the service quality in order to achieve a higher outcome level. The outcomes of service quality, i.e. what firms gain by delivering a good service quali
4、ty, is analyzed in the literature. In particular, the return on quality concept of Rust et al. (1995), the service profit chain of Heskett et al.(1997) and Schlesinger and Heskett (1991) and the work of Zeithaml (2000) were developed for many services but not yet for private banking. Schlesinger and
5、 Heskett (1991) and Heskett et al. (1997) establish linkages between service quality, the value of the service, customer satisfaction, customer loyalty and financial results. Service quality can be defined as the customers satisfaction with the actual performance of the service. This is often modele
6、d using the disconfirmation paradigm, in which service quality is evaluated as a difference between customers expectations about a service and the actual performance of the service (Gronroos 1984; Parasuraman et al. 1988). Parasuraman et al. (1988), Bitner (1990) and Bolton and Drew (1991) see service quality as the superordinate construct to customer satisfaction, which is confirmed by Cronin and Taylor (1992) in their empirical analysis. Rust et al. (1995), Pont and McQuilken (2005
