Customers’ participation in service co-production processes has been increasing with the rapid development of self-service technologies and business models that rely on self-service as the main service delivery channel. However, little is known about how the level of participation of customers...

Andersen and Petersen (1993) presented an extension of the basic DEA methodology, called modified DEA, which has the desirable feature of ranking not only the inefficient DMUs, but the e ficient ones as well. However, when their basic approach is extended to the cases of variable returns to...

E-service involves the delivery of useful services through information technology based service delivery channels such as the Internet. A distinguishing feature of e-service is the active and significant participation of customers in the service co-production process. With increasing customer...

This chapter summarizes a multi-year research effort to understand the role of process performance in the overall efficiency of banks. By focusing on the process as the unit of analysis, the authors consider how technology, human resources, and most importantly, the interaction between these...

The financial services industry is the major investor in information technology in the U.S. economy; the typical bank spends as much as 15% of non-interest expenses on IT. A persistent finding of research into the performance of financial institutions is that performance and efficiency vary...

When one undertakes a benchmarking study, it is quite typical to collect performance data on a set of business processes from a variety of organizations. While one can compare efficiency on a process-by-process level, how can one compare the overall efficiency of one organization versus another...

This paper develops methods to compute performance measures in a specific type of loss system with multiple classes of customers sharing the same processor. Such systems arise in the modeling of a call center, where the performance measures of interest are blocking the probability of a call and...

Throughout the financial services industry, the call center is being recognized as a critical delivery channel, helping firms to keep existing customers, expand their business, and control costs. For banks, call centers provide a cost effective means of servicing in customer requests, and are...

Financial services comprise over 4 percent of the gross domestic product of the United States and employ over 5.4 million people. By offering vehicles for investment of savings, extension of credit and risk management, they fuel the modern capitalistic society.<p> <p>While the essential functions...</p></p>