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Publications
Publications
  • August 1999
  • Article
  • Journal of Service Research

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

By: F. Frei and P. Harker
  • Format:Print
  • | Pages:13
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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.
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About The Author

Frances X. Frei

Technology and Operations Management
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More from the Authors
  • Bringing Ideas to Life: The Story of Paul English By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
  • Debbie Millman: Designing a Meaningful Life By: Francesca Gino, Frances X. Frei and Anne Morriss
  • Larry Miller By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
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