Article | Journal of Service Research | August 1999

Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking

by F. Frei and P. Harker

Keywords: Business Processes; Measurement and Metrics; Banking Industry;

Citation:

Frei, F., and P. Harker. "Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking." Journal of Service Research 1, no. 4 (August 1999): 300–312.