Customer efficiency, channel usage, and firm performance in retail banking

Manufacturing and Service Operations Management

Volumn 9, Issue 4, 2007, Pages 535-558

  Xue, Mei ^a   Hitt, Lorin M ^b   Harker, Patrick T ^c  

^a BOSTON COLLEGE   (United States)

^b UNIVERSITY OF PENNSYLVANIA   (United States)

^c UNIVERSITY OF PENNSYLVANIA   (United States)

Author keywords

Customer efficiency; Self service technology (SST); Service coproduction; Service delivery system; Service operations management

Indexed keywords

CUSTOMER EFFICIENCY; SELF-SERVICE TECHNOLOGY (SST); SERVICE COPRODUCTION; SERVICE DELIVERY SYSTEM; SERVICE OPERATIONS MANAGEMENT;

ATMOSPHERIC TEMPERATURE; INNOVATION; SALES; SUBMARINE GEOPHYSICS; TECHNOLOGY;

CUSTOMER SATISFACTION;

EID: 48249088873     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1060.0135     Document Type: Article

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