Data envelopment analysis (DEA), a non-parametric technique, has emerged as a popular management tool for measuring the performance of a set of entities, known as decision making units. This book, Data Envelopment Analysis and Its Applications to Management, is a collection of contributions from...

Purpose: The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service. Design/methodology/approach: The dimensions...

Despite the growing literature on bank efficiency worldwide over the last decade, researchers have neglected the Peruvian banking sector. In this paper, the technique of data envelopment analysis (DEA) is used to investigate the efficiency of Peruvian banks for the period 2000 to 2009 to...