The financial sector is one of the most, if not the most significant economic sector in modern societies. In advanced countries, it employs more people than major manufacturing industries combined and accounts for a high percentage of the Gross Domestic Product. But the financial services sector...

There has been much debate on whether or not the investment in Information Technology (IT) provides improvements in productivity and business efficiency. Several studies both at the industry-level and at the firm-level have contributed differing understandings of this phenomenon. Of late,...

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...

This paper studies competition between two firms that service time sensitive customers. Customers choose firms based on the firms' prices, the firms' expected waiting and service times, and the firms' brands. The firms may choose diverse strategies: one could choose a high price, but serve...

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...

How does a retail bank innovate? Traditional innovation literature would suggest that organizations innovate by getting new and/or improved products to market. However, in a service, the product is the process. Thus, innovation in banking lies more in process and organizational changes than in...

A decade of econometric research has shown that X-efficiency dominates scale and scope as the drivers of inefficiency in the U.S. banking industry. However, this research falls short in explaining the causes of the high degree of X-efficiency in the industry. This paper summarizes a four-year...

This paper discusses the use in logistics management of the freight network equilibrium model, developed in Harker and Friesz (1985a, b), called the Generalized Spatial Price Equilibrium Model, or GSPEM. After this discussion, computational techniques for solving this model are presented. The...

This paper presents the conceptual framework for a predictive network equilibrium model of a freight transportation system in which the generation, distribution, modal split and assignment of freight movements are performed simultaneously. A neoclassical profit maximization model is stated for...