Beschreibung
InhaltsangabeForeword; L. Zicklin. Preface. 1. Creating Value in Financial Services; E.L. Melnick, et al. Section I: Customer Value Focused Strategies. 2. The Changing Global Environment of Financial Services; A.R. Kan. 3. Universal Banking: Does it Work?; D. Rogers. 4. Universal Banking: A Shareholder Value Perspective; I. Walter. 5. Redefining Customer Relationships in the Age of the Ascendant Customer; T.L. Monahan III. 6. Out of the Fog: Creating Value by Assembling and Managing a Portfolio of Services; P.R. Nayyar. 7. Challenges of Product Delivery in Emerging Markets; A. Bhargava. 8. Modeling Services of Financial Institutions in Emerging Markets; E.L. Melnick. Section II: Customer Value Focused Services. 9. Creating Value: Evolution and Management of Financial Derivatives; J.O. Matthews, C.A. Rusinko. 10. Electronic Commerce and Financial Services: Going for Broke?; A. Hosking, et al. 11. The Internet Channel Revolution: The Case of Charles Schwab; S. Dewan, H. Menselson. 12. Lessons from Developing the Yield Book; E.R. Battifarano. Section III: Customer Value Focused Systems. 13. Impending Revolution in Corporate Information Technology Departments; K. McGilloway. 14. Financial Service Networks: Access, Cost Structure and Competition; U.S. Karmarkar. 15. The Potential for Virtual Work to Enhance Value in Financial Services Firms; R.L.M. Dunbar, R. Garud. 16. Designing Electronic Market Institutions for Bond Trading; M. Fan, et al. 17. Staffing Challenges in Financial Services; R.C. Larson, E.J. Pinker. 18. Call Centers in Financial Services: Strategies, Technologies and Operations; M.L. Pinedo, et al. 19. PruServ™: A Call Center Support System; J. Alouisa, et al. Section IV: Customer Value Focused Measures of Success. 20. Process Improvement in Financial Services: A Focused Approach; P.D. Patel. 21. How do Financial Services Stack Up? Findings from a Benchmarking Study of the US Financial Service Sector; R.B. Chase, et al. 22. Value Creation and Process Management: Evidence from Retail Banking; F.X. Frei, P.T. Harker. 23. Bank Productivity: Promises Unrealized; W.I. Cutler. 24. Productivity in Service Industries: Implications of the Boskin Commission Report; R. Solow.
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