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...

This paper presents a computable equilibrium model of an internal market for track resources in a railroad. The problem of estimating the value to each train of track capacity, which in turn is used to create the actual train schedules, is formulated as an N-player, noncooperative game with...

In this paper we consider the problem of determining the optimal design of a transportation network using a vector valued criterion function when the flow pattern is assumed to correspond to a spatial price equilibrium. This problem arises in rail and freight network design, where the spatial...

This article presents a model for the optimization of freight trains schedules that is intended to be used as part of a real-time control system. The goal of this model is to provide a link between strategic schedules, which might be decided every month, and line dispatching or CAD models which...

When one undertakes a benchmarking study, it is quite typical to collect performance data on a set of business processes from a variety of organizations. While one can compare efficiency on a process-by-process level, how can one compare the overall efficiency of one organization versus another...