... client knowledge and human relations skills as major factors in their personnel selection and training strategies. At the marketing management level, it is suggested that policies and decisions of financial institutions must favor an in-depth understanding and sharing of knowledge of clients...

....) © MCB UP Limited 1996 Benchmarking Customer satisfaction Financial institutions New product development Performance measurement Service quality The development, launch and sale of new financial services is inherently risky. Not only is it difficult to adhere to a prescribed...