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Value Creation and Process Management: Evidence from Retail Banking
15 references·0 citing·51 second hop
Value Creation and Process Management: Evidence from Retail Banking (2000)Value Creation and Process Management: Ev…Inside the Black Box: What Makes a Bank Efficient (2000)Inside the Black Box: What Ma…Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study (1999)Process Variation as a Determ…Effective Call Center Management: Evidence from Financial Services (1999)Effective Call Center Managem…Who Uses Electronic Banking? Results from the 1995 Survey of Consumer Finances (1997)Who Uses Electronic Banking? …Who Uses Electronic Banking? Results from the 1995 Survey of Consumer Finances (1997)Who Uses Electronic Banking? …Process Variation as a Determinant of Service Quality and Bank Performance: Evidence from the Retail Banking Study (1997)Process Variation as a Determ…Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry (1995)Strategic Determinants of Ser…Interpreting inefficiency ratings: An application of bank branch operating efficiencies (1995)Interpreting inefficiency rat…Operations as marketing: A competitive service strategy (1991)Operations as marketing: A co…The Industrialisation and Span of Retail Banks' Delivery Systems (1988)The Industrialisation and Spa…Service Positioning through Structural Change (1987)Service Positioning through S…Bank branch operating efficiency (1985)Bank branch operating efficie…DESIGNING HIGH‐CONTACT SERVICE SYSTEMS: APPLICATION TO BRANCHES OF A SAVINGS AND LOAN* (1984)DESIGNING HIGH‐CONTACT SERVIC…The Customer Contact Model for Organization Design (1983)The Customer Contact Model fo…The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…Measuring the efficiency of decision making units (1978)Measuring the efficiency of decision-making units (1979)Evaluating Program and Managerial Efficiency: An Application of Data Envelopment Analysis to Program Follow Through (1981)Data envelopment analysis: The evolution of the state of the art (1978?1995) (1996)Consistency Conditions for Regulatory Analysis of Financial Institutions: A Comparison of Frontier Efficiency Methods (1998)A survey of DEA applications (2012)Market Definition and the Analysis of Antitrust in Banking (1997)Payment transactions, instruments, and systems: A survey (1997)Race, Family Structure, and Wealth: The Effect of Childhood Family on Adult Asset Ownership (2004)Why pay? An introduction to payments economics (2008)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Structural Equations with Latent Variables. (1991)Operations, Quality, and Profitability in the Provision of Banking Services (1999)Towards a Theory of Competitive Progression: Evidence from High‐Tech Manufacturing (2004)The central role of knowledge integration capability in service innovation-based competitive strategy (2018)Competitive advantage, creating and sustaining superior performance (1985)Competitive Advantage: Creating and Sustaining Superior Performance (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Survey research in operations management: historical analyses (2003)TOURISM AND HOTEL COMPETITIVENESS RESEARCH (2009)Creating value through returns management: Exploring the marketing–operations interface (2010)Breaking Free from Product Marketing (1977)Designing services that deliver (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Customer satisfaction, customer retention, and market share (1993)River Magic: Extraordinary Experience and the Extended Service Encounter (1993)The Focused Factory (1974)Educational Organizations as Loosely Coupled Systems (1976)Cutting Corners and Working Overtime: Quality Erosion in the Service Industry (2001)The impact of employee satisfaction on quality and profitability in high‐contact service industries (2008)An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)Where does the customer fit in a service operation? (1979)MEASUREMENT OF MULTIPLE SITES IN SERVICE FIRMS WITH DATA ENVELOPMENT ANALYSIS (1999)Measuring the Efficiency of Service Delivery Processes (1999)Integrating service design principles and information technology to improve delivery and productivity in public sector operations: The case of the South Carolina DMV (2005)The social psychology of organizing (1969)The Social Psychology of Organizations. (1979)Distinguishing between service relationships and encounters. (1999)Tight–loose coupling with customers: the enactment of customer orientation (2003)Statistical principles in experimental design. (1962)The Scree Test For The Number Of Factors (1966)A Paradigm for Developing Better Measures of Marketing Constructs (1979)An empirical analysis of financial services processes with a front‐office or back‐office orientation (2003)The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry (2018)The Economics of Modern Manufacturing: Technology, Strategy, and Organization (1990)Refinement and reassessment of the SERVQUAL scale. (1991)The impact of quality practices on customer satisfaction and business results: product versus service organizations (2001)The role of quality practices in service organizations (2003)Measuring Customer Relationships: The Case of the Retail Banking Industry (2005)The New Industrial Engineering: Information Technology and Business Process Redesign (2011)
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References

  • 1987Service Positioning through Structural Change928 cited
  • 1985Bank branch operating efficiency841 cited
  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 1983The Customer Contact Model for Organization Design434 cited
  • 1995Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry331 cited
  • 1991Operations as marketing: A competitive service strategy225 cited
  • 1999Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study126 cited
  • 1997Who Uses Electronic Banking? Results from the 1995 Survey of Consumer Finances97 cited
  • 1988The Industrialisation and Span of Retail Banks' Delivery Systems73 cited
  • 1984DESIGNING HIGH‐CONTACT SERVICE SYSTEMS: APPLICATION TO BRANCHES OF A SAVINGS AND LOAN*59 cited
  • 1995Interpreting inefficiency ratings: An application of bank branch operating efficiencies50 cited
  • 2000Inside the Black Box: What Makes a Bank Efficient49 cited
  • 1997Process Variation as a Determinant of Service Quality and Bank Performance: Evidence from the Retail Banking Study23 cited
  • 1999Effective Call Center Management: Evidence from Financial Services20 cited
  • 1997

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Who Uses Electronic Banking? Results from the 1995 Survey of Consumer Finances
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