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...

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...

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...

This dissertation investigates the impact of the increasing participation of customers in service delivery processes that has been enabled by the advances in information technology. The concept of Customer Efficiency (CE) is introduced along with a conceptual framework for Customer Efficiency...

The financial services industry differs from other service industries in ways that affect the nature of the operational risks it is subject to. In recent decades, many books and papers have focused on operational risk in financial services. However, the literature has focused mainly on the...