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...