| Autor: |
Markku Tinnilä |
| Rok vydání: |
2013 |
| Předmět: |
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| Zdroj: |
Business Process Management Journal. 19:648-661 |
| ISSN: |
1463-7154 |
| DOI: |
10.1108/bpmj-mar-2012-0026 |
| Popis: |
Purpose – The banking industry is definitely among the service industries that have been thoroughly transformed during the past decades. The direction of development has been toward more efficient mass services enabled by information and communication technologies (ICT). The purpose of this paper is to focus on analysing the changes in banking services, particularly the mass services offered through service factories. The aim is to review the previous literature on efficient production of banking services, and particularly analyse the effects of service factories in this area.Design/methodology/approach – The theoretical focus of the paper reviews the frameworks and models for service positioning and efficiency for recognising the typical banking services used in the analyses. The Service Process Matrix is analysed for its components and implications for recognising efficient service processes for different types of services.Findings – The findings show that the Service Process Matrix provides a tool for ... |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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