Marabelli, Marco; Frigerio, Chiara; Rajola, Federico - In: Industry and Innovation 19 (2012) 2, pp. 109-126
This paper reviews the literature on ambidexterity in service organizations with a specific focus on the banking industry. We identify three key, cross-unit bank processes: governance (bank headquarters), sales (branch processes) and operations (ICT and facilities to support local (branch) and...