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| Author: | Frei, F. |
| Title: | Process variation as a determinant of bank performance: evidence from the retail banking study |
| Journal: | Management Science
1999 : SEP, VOL. 45:9, p. 1210-1220 |
| Index terms: | MANAGEMENT RETAIL BANKING PERFORMANCE MEASUREMENT |
| Language: | eng |
| Abstract: | This paper explores the relation between retail banks' branch-based processes and financial performance. There are 11 processes included in this study, which represent the bulk of the activities performed in a typical retail branch (e.g., opening checking accounts). The first finding of this study is that the financial performance of banks that perform better across these processes tend to be better than that of other banks. |
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