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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

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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