Efficient service production: service factories in banking

Markku Tinnilä

13 citations0/0 files storedBusiness Process Management Journal

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Digital Transformation in Financial Services Outsourcing and Supply Chain Management Service and Product Innovation

Abstract

Purpose – The banking industry is definitely among the service industries that have been thoroughly transformed during the past decades. The direction of development has been toward more efficient mass services enabled by information and communication technologies (ICT). The purpose of this paper is to focus on analysing the changes in banking services, particularly the mass services offered through service factories. The aim is to review the previous literature on efficient production of banking services, and particularly analyse the effects of service factories in this area.

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References

1998Configuring value for competitive advantage: on chains, shops, and networks 2007Past, present and future of mobile payments research: A literature review 1986How can service businesses survive and prosper?1984Restoring our competitive edge 1992Towards a Classification of Service Processes 2007Internet vs mobile banking: comparing customer value perceptions 2016Production operations management 1999Service quality in the banking sector: the impact of technology on service delivery

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