haku: @author Soteriou, A. / yhteensä: 3
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| Tekijä: | Soteriou, A. Zenios, S. |
| Otsikko: | Operations, quality, and profitability in the provision of banking services |
| Lehti: | Management Science
1999 : SEP, VOL. 45:9, p. 1221-1238 |
| Asiasana: | MANAGEMENT BANKING QUALITY |
| Kieli: | eng |
| Tiivistelmä: | The authors develop a framework for combining strategic benchmarking with efficiency benchmarking of the services offered by bank branches. In particular, a cascade of efficiency benchmarking models is developed guided by the service-profit chain. Three models -- based on the nonparametric technique of Data Envelopment Analysis -- are developed in order to implement the framework in a practical setting. |
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