Measurement of multiple sites in service firms with data envelopment analysis

Production and Operations Management

Volumn 8, Issue 3, 1999, Pages 264-281

  Metters, Richard D ^a   Frei, Frances X ^b   Vargas, Vicente A ^c  

^a SOUTHERN METHODIST UNIVERSITY   (United States)

^b HARVARD BUSINESS SCHOOL   (United States)

^c EMORY UNIVERSITY   (United States)

Author keywords

Data envelopment analysis; Productivity; Service operations

Indexed keywords

EID: 0000948936     PISSN: 10591478     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1937-5956.1999.tb00308.x     Document Type: Article

References (55)

1. ACHABAL, D., J. HEINERE, AND S. MCINTYRE (1984), "Issues and Perspectives on Retail Productivity," Journal of Retailing, 60, 3, 107-127.
2. AL-FARAJ, T., A. ALIDI, AND K. BU-BSHAIT (1993), "Evaluation of Bank Branches by Means of Data Envelopment Analysis," International Journal of Operations and Production Management, 13, 9, 45-52.
3. ATHANASSOPOULOS, A. (1997), "Service Quality and Operating Efficiency Synergies for Management Control in the Provision of Financial Services: Evidence from Greek Bank Branches," European Journal of Operational Research, 98, 2, 300-313.
4. BANKER, R., A. CHARNES, AND W. COOPER (1984), "Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis," Management Science, 30, 9, 1078-1092.
5. _ AND R. MOREY (1993), "Integrated System Design and Operational Decision Making for Service Sector Outlets," Journal of Operations Management, 11, 1, 81-98.
6. BERGER, A., D. HANCOCK, AND D. HUMPHREY (1993), "Bank Efficiency Derived from the Profit Function," Journal of Banking and Finance, 17, 2/3, 317-347.
7. BUFFA, E., M. COSGROVE, AND B. LUCE (1976), "An Integrated Work Shift Scheduling System," Decision Sciences, 7, 4, 620-630.
8. CHARNES, A., W. COOPER, A. LEWIN, R. MOREY, AND J. ROUSSEAU (1985), "Sensitivity and Stability Analysis in DEA," Annals of Operations Research, 2, 139-156.
9. _, _, _, AND L. SEIFORD (1994), "Basic DEA Models," chapter 1 in Data Envelopment Analysis: Theory, Methodology and Applications, A. Charnes, W. Cooper, A. Lewin, and L. Seiford (eds.), Kluwer Academic Publishers, Boston.
10. _, _, AND E. RHODES (1978), "Measuring Efficiency of Decision-making Units," European Journal of Operational Research, 2, 6, 428-449.
11. _, _, AND _ (1981), "Evaluating Program and Managerial Efficiency: An Application of Data Envelopment Analysis to Program Follow Through," Management Science, 27, 6, 668-687.
12. _, AND L. NERALIC (1990), "Sensitivity Analysis of the Additive Model in Data Envelopment Analysis," European Journal of Operational Research, 48, 3, 332-341.
13. CHASE, R., G. NORTHCRAFT, AND G. WOLF (1984), "Designing High-Contact Service Systems: Application to Branches of a Savings and Loan," Decision Sciences, 15, 4, 542-555.
14. DOYLE, P., I. FENWICK, AND P. SAVAGE (1979), "Management Planning and Control in Multi-branch Banking," Journal of the Operational Research Society, 30, 1, 105-111.
15. DRAKE, L. AND B. HOWCROFT (1994), "Relative efficiency in the Branch Network of a UK Bank: An Empirical Study," Omega, 22, 1, 83-90.
16. EPSTEIN, M. AND J. HENDERSON (1989), "Data Envelopment Analysis for Managerial Control and Diagnosis," Decision Sciences, 20, 1, 90-119.
17. FIZEL, J. AND T. NUNNIKHOVEN (1993), "The Efficiency of Nursing Home Chains," Applied Economics, 25, 1, 49-55.
18. FREI, F. AND P. HARKER (1995), Projections onto Efficient Frontiers: Theoretical and Computational Extensions of DEA, Working Paper, Wharton Financial Institutions Center, University of Pennsylvania, Philadelphia, PA.
19. GIOKAS, D. (1991), "Bank Branch Operating Efficiency: A Comparative Application of DEA and the Loglinear Model," OMEGA, 19, 6, 549-557.
20. GOOD, W. (1984), "Productivity in the Retail Grocery Trade," Journal of Retailing, 60, 3, 81-97.
21. HAAG, S. AND P. JASKA (1995), "Interpreting Inefficiency Ratings: An Application of Bank Branch Operating Efficiencies," Managerial and Decision Economics, 16, 1, 7-14.
22. IIDA, J. (1991), "US Bancorp Seeks Savings via Branch-Analysis System," American Banker, 156, 195, 3.
23. KAMAKURA, W., T. LENARTOWICZ, AND B. RATCHFRORDM (1996), "Productivity Assessment of Multiple Retail Outlets," Journal of Retailing, 72, 4, 333-356.
24. KIMES, S. AND J. FITZSIMMONS (1990), "Selecting Profitable Hotel Sites at La Quinta Motor Inns," Interfaces, 20, 2, 12-20.
25. LAND, K., C. LOVELL, AND S. THORE (1993), "Chance-Constrained Data Envelopment Analysis," Managerial and Decision Economics, 14, 6, 541-554.
26. LOVELL, C. AND J. PASTOR (1997), "Target Setting: An Application to a Bank Branch Network," European Journal of Operational Research, 98, 2, 290-299.
27. MAHAJAN, J. (1991), "A Data Envelopment Analytic Model for Assessing the Relative Efficiency of the Selling Function," European Journal of Operational Research, 53, 2, 189-205.
28. METTERS, R., V. VARGAS, AND D. WHYBARK (1995), Analysis of the Sensitivity of DEA to Data Errors, Working Paper, Goizueta Business School, Emory University, Atlanta, GA.
29. ORAL, M., O. KETTANI, AND R. YOLALAN (1992), "An Empirical Study on Analyzing the Productivity of Bank Branches," IIE Transactions, 24, 5, 166-176.
30. _ AND R. YOLALAN (1990), "An Empirical Study on Measuring Operating Efficiency and Profitability of Bank Branches," European Journal of Operational Research, 46, 3, 282-294.
31. PARKAN, C. (1987), "Measuring the Efficiency of Service Operations: An Application to Bank Branches," Engineering Costs and Production Economics, 12, 1-4, 237-242.
32. _ (1994), "Operational Competitiveness Ratings of Production Units," Managerial and Decision Economics, 15, 3, 201-221.
33. PASTOR, J. (1994), How to Discount Environmental Effects in DEA: An Application to Bank Branches, Working Paper, Universidad de Alicante, Alicante, Spain.
34. PIHL, W. AND L. WHITMYER (1994), "Making Branch Performance Relevant," Bank Management, 70, 4, 58-63.
35. ROLL, Y. AND B. GOLANY (1993), "Alternative Methods of Treating Factor Weights in DEA," Omega, 21, 1, 99-109.
36. ROTH, A. AND W. JACKSON (1995), "Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry," Management Science, 41, 11, 1720-1733.
37. RYAN, T. (1993), "Who Really Pays for Branches," Journal of Retail Banking, 15, 2, 15-20.
38. SAFEWAY (1996), Safeway Annual Report, Pleasanton, CA.
39. SCHAFFNIT, C., D. ROSEN, AND J. PARADI (1997), "Best Practice Analysis of Bank Branches: An Application of DEA in a Large Canadian Bank," European Journal of Operational Research, 98, 2, 269-289.
40. SCHULTZ, J. AND K. CHELST (1994), "Getting Help for Underperforming Branches," Journal of Retail Banking, 16, 4, 27-35.
41. SEIFORD, L. (1994), "A Bibliography of Data Envelopment Analysis (1978-1992)," in Data Envelopment Analysis: Theory, Methodology and Applications, A. Charnes, W. Cooper, A. Lewin, and L. Seiford (eds.), Kluwer Academic Publishers, Boston.
42. _ AND W. COOPER (1997), "Tutorial: Data Envelopment Analysis - Theory, Methodology and Application," presentation at INFORMS national meeting, October 1997.
43. _ AND R. THRALL (1990), "Recent Developments in DEA," Journal of Econometrics, 46, 1/2, 7-38.
44. SHERMAN, H. (1984), "Improving the Productivity of Service Businesses," Sloan Management Review, 25, 3, 11-22.
45. _ AND F. GOLD (1985), "Bank Branch Operating Efficiency," Journal of Banking and Finance, 9, 2, 297-315.
46. _ AND G. LADINO (1995), "Managing Bank Productivity Using Data Envelopment Analysis (DEA)," Interfaces, 25, 2, 60-73.
47. SOTERIOU, A. AND Y. STAVRINIDES (1997), "An Internal Customer Service Quality Data Envelopment Analysis Model for Bank Branches," International Journal of Operations and Production Management, 17, 8, 780-789.
48. THOMPSON, R., P. DHARMAPALA, AND R. THRALL (1994), "Sensitivity Analysis of Efficiency Measures with Applications to Kansas Farming and Illinois Coal Mining," in Data Envelopment Analysis: Theory, Methodology and Applications, A. Charnes, W. Cooper, A. Lewin, and L. Seiford (eds.), Kluwer Academic Publishers, Boston.
49. _, F. SINGLETON, R. THRALL, AND B. SMITH (1986), "Comparative Site Evaluations for Locating a High Energy Physics Lab in Texas," Interfaces, 16, 6, 35-49.
50. THYGERSON, K. (1991), "Modeling Branch Profitability," Journal of Retail Banking, 13, 3, 19-24.
51. VASSILOGLOU, M. AND D. GIOKAS (1990), "A Study of the Relative Efficiency of Bank Branches: An Application of Data Envelopment Analysis," Journal of the Operational Research Society, 41, 7, 591-597.
52. WAGNER, H. (1995), "Global Sensitivity Analysis," Operations Research, 43, 6, 948-969.
53. WITZELING, R. (1991), "Branch Performance: Putting the Numbers in Perspective," Credit Union Management, 14, 6, 18-20.
54. ZARDKOOHI, A. AND J. KOLARI (1994), "Branch Office Economies of Scale and Scope: Evidence from Savings Banks in Finland," Journal of Banking and Finance, 18, 3, 421-432.
55. ZENIOS, C., S. ZENIOS, K. AGATHOCLEOUS, AND A. SOTERIOU (1995), Benchmarks of the Efficiency of Bank Branches, Report 95-10, Department of Public and Business Administration, University of Cyprus, Nicosia, Cyprus.