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Value Creation and Process Management: Evidence from Retail Banking · Study

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ChapterValue Creation and Process Management: Evidence from Retail Banking

Frances X. Frei2000

Chapter2000

Value Creation and Process Management: Evidence from Retail Banking

Frances X. Frei · Patrick T. Harker

9 citations·0/0 files stored·Springer eBooks

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Service and Product Innovation Customer Service Quality and Loyalty Banking Sector Performance and Management

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References

1987Service Positioning through Structural Change 1985Bank branch operating efficiency 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions 1983The Customer Contact Model for Organization Design 1995Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry 1991Operations as marketing: A competitive service strategy 1999Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study 1997Who Uses Electronic Banking? Results from the 1995 Survey of Consumer Finances

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Year2000

Typechapter

Published2000-01-01

VenueSpringer eBooks

Languageen

Citations9

Files0 public / 0

ShelfService and Product Innovation

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doi10.1007/978-1-4615-4605-4_22

openalex_workW1503580758

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