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Process Variation as a Determinant of Service Quality and Bank Performance: Evidence from the Retail Banking Study
10 references·4 citing·44 second hop
Process Variation as a Determinant of Service Quality and Bank Performance: Evidence from the Retail Banking Study (1997)Process Variation as a Determinant of Ser…The New Industrial Engineering: Information Technology and Business Process Redesign (2011)The New Industrial Engineerin…Inside the Black Box: What Makes a Bank Efficient (2000)Inside the Black Box: What Ma…Projections Onto Efficient Frontiers: Theoretical and Computational Extensions to DEA (1999)Projections Onto Efficient Fr…Mathematical models of service (1996)Mathematical models of serviceReturn on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Noise and Learning in Semiconductor Manufacturing (1995)Noise and Learning in Semicon…Production Process and Technical Change (1992)Production Process and Techni…The Economics of Modern Manufacturing: Technology, Strategy, and Organization (1990)The Economics of Modern Manuf…Service Positioning through Structural Change (1987)Service Positioning through S…Retrospective reports of strategic‐level managers: Guidelines for increasing their accuracy (1985)Retrospective reports of stra…The Influence of Process Acceptance on BPM: An Empirical Investigation (2015)The Influence of Process Acce…Assessing Service Attitude: Service Quality Measures Taken by Islamic Banks in Pakistan (2013)Assessing Service Attitude: S…Service Quality in Banks: Insights from the Brazilian Experience (2005)Service Quality in Banks: Ins…Value Creation and Process Management: Evidence from Retail Banking (2000)Value Creation and Process Ma…Manufacturer-supplier relationships in Japan and the concept of relation-specific skill (1989)Comparative Economic Organization: The Analysis of Discrete Structural Alternatives (1991)Increasing Returns, Path Dependence, and the Study of Politics (2000)Varieties of Capitalism (2001)Measuring the efficiency of decision making units (1978)An Evolutionary Theory of Economic Change. (1983)Firm resources and sustained competitive advantage (2004)Rationalising inefficiency: Staff utilisation in branches of a large Canadian bank (2012)Assessing bank competition for consumer loans (2015)Estimating Malmquist productivity indexes using probabilistic directional distances: An application to the European banking sector (2017)Foundations of data envelopment analysis for Pareto-Koopmans efficient empirical production functions (1985)The Measurement of Efficiency of Production (1985)From efficiency measurement to efficiency improvement: The choice of a relevant benchmark (2001)On selecting directions for directional distance functions in a non-parametric framework: a review (2017)The potential for energy saving and carbon emission reduction in China’s regional industrial sectors (2019)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)Judgment under Uncertainty: Heuristics and Biases (1974)Judgment under Uncertainty: Heuristics and Biases (1975)The Framing of Decisions and the Psychology of Choice (1981)CONDUCTING INTERORGANIZATIONAL RESEARCH USING KEY INFORMANTS. (1993)NETWORK CENTRALITY, POWER, AND INNOVATION INVOLVEMENT: DETERMINANTS OF TECHNICAL AND ADMINISTRATIVE ROLES. (1993)An assessment of survey research in POM: from constructs to theory (1998)Statistics for experimenters. An introduction to design, data analysis, and model building. (1978)Out of the Crisis (1982)Treating Progress Functions as a Managerial Opportunity (1984)The Impact of Process Variation on Customer Dissatisfaction: Evidence from the U.S. Domestic Airline Industry (2004)The Economics of Predation: What Drives Pricing When There Is Learning-by-Doing? (2014)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)Perceived e‐service quality (PeSQ) (2007)Mining Marketing Meaning from Online Chatter: Strategic Brand Analysis of Big Data Using Latent Dirichlet Allocation (2014)Supply Chain Management: Implementation Issues and Research Opportunities (1998)An exploration towards a production theory and its application to construction (2000)Computing Productivity: Firm-Level Evidence (2003)Technical and Organizational Change and Economies of Scale and Scope in Developing Countries (2001)Complementarities among Capability, Transaction and Scale-Scope Considerations in Determining Organizational Boundaries1 (2006)A Model for Optimal Delivery Time Guarantees (2000)Towards a managerially useful approach to classifying services (2015)
this work references cited by second hop

References

  • 2011The New Industrial Engineering: Information Technology and Business Process Redesign3,035 cited
  • 1990The Economics of Modern Manufacturing: Technology, Strategy, and Organization2,643 cited
  • 1985Retrospective reports of strategic‐level managers: Guidelines for increasing their accuracy1,709 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1987Service Positioning through Structural Change928 cited
  • 1999Projections Onto Efficient Frontiers: Theoretical and Computational Extensions to DEA126 cited
  • 1995Noise and Learning in Semiconductor Manufacturing101 cited
  • 1992Production Process and Technical Change69 cited
  • 1996Mathematical models of service53 cited
  • 2000Inside the Black Box: What Makes a Bank Efficient49 cited

Cited by

  • 2013Assessing Service Attitude: Service Quality Measures Taken by Islamic Banks in Pakistan19 cited
  • 2005Service Quality in Banks: Insights from the Brazilian Experience18 cited
  • 2015The Influence of Process Acceptance on BPM: An Empirical Investigation14 cited
  • 2000Value Creation and Process Management: Evidence from Retail Banking9 cited

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