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Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry

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  1. Andrea Masini & Luk N. Van Wassenhove, 2009. "ERP Competence-Building Mechanisms: An Exploratory Investigation of Configurations of ERP Adopters in the European and U.S. Manufacturing Sectors," Manufacturing & Service Operations Management, INFORMS, vol. 11(2), pages 274-298, May.
  2. Jackson, William III & Nandakumar, Purushottaman & Roth, Aleda V., 2003. "Market structure, consumer banking, and optimal level of service quality," Review of Financial Economics, Elsevier, vol. 12(1), pages 49-63.
  3. Ryan W. Buell & Dennis Campbell & Frances X. Frei, 2016. "How Do Customers Respond to Increased Service Quality Competition?," Manufacturing & Service Operations Management, INFORMS, vol. 18(4), pages 585-607, October.
  4. Ruomeng Cui & Meng Li & Qiang Li, 2020. "Value of High-Quality Logistics: Evidence from a Clash Between SF Express and Alibaba," Management Science, INFORMS, vol. 66(9), pages 3879-3902, September.
  5. A Mukherjee & P Nath & M Pal, 2003. "Resource, service quality and performance triad: a framework for measuring efficiency of banking services," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(7), pages 723-735, July.
  6. Andreas Soteriou & Stavros A. Zenios, 1999. "Operations, Quality, and Profitability in the Provision of Banking Services," Management Science, INFORMS, vol. 45(9), pages 1221-1238, September.
  7. Boon-itt, Sakun & Wong, Chee Yew & Wong, Christina W.Y., 2017. "Service supply chain management process capabilities: Measurement development," International Journal of Production Economics, Elsevier, vol. 193(C), pages 1-11.
  8. Jae Eun Lee & Rosemary Batt & Lisa M. Moynihan, 2019. "Strategic Dilemmas: How Managers Use HR Practices to Meet Multiple Goals," British Journal of Industrial Relations, London School of Economics, vol. 57(3), pages 513-539, September.
  9. Lee, Peter K.C. & Cheng, T.C. Edwin & Yeung, Andy C.L. & Lai, Kee-hung, 2011. "An empirical study of transformational leadership, team performance and service quality in retail banks," Omega, Elsevier, vol. 39(6), pages 690-701, December.
  10. Zeynep Ton, 2008. "The Effect of Labor on Profitability: The Role of Quality," Harvard Business School Working Papers 09-040, Harvard Business School, revised Jul 2009.
  11. Andreas C. Soteriou & Richard B. Chase, 2000. "A Robust Optimization Approach for Improving Service Quality," Manufacturing & Service Operations Management, INFORMS, vol. 2(3), pages 264-286, May.
  12. Moslehpour, Massoud & Lin, Yi Hsin & Nguyen, Thi Le Huyen, 2017. "Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction," MPRA Paper 81635, University Library of Munich, Germany.
  13. Emma C. E. Heine & Jeroen Stouten & Robert C. Liden, 2023. "Providing Service During a Merger: The Role of Organizational Goal Clarity and Servant Leadership," Journal of Business Ethics, Springer, vol. 184(3), pages 627-647, May.
  14. Evanschitzky, Heiner & Wangenheim, Florian v. & Wünderlich, Nancy V., 2012. "Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops," Journal of Retailing, Elsevier, vol. 88(3), pages 356-366.
  15. Christina Boedker & Kar Ming Chong, 2022. "The mediating role of accounting controls between supervisors' empowering leadership style and subordinates' creativity and goal productivity," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 62(4), pages 4587-4614, December.
  16. Peng, Wenhao & Bai, Xiwen, 2022. "Prospects for improving shipping companies’ profit margins by quantifying operational strategies and market focus approach through AIS data," Transport Policy, Elsevier, vol. 128(C), pages 138-152.
  17. Soong Chung & Doo Jung & Seong Yoon & DonHee Lee, 2010. "A dynamic forecasting model for nursing manpower requirements in the medical service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 4(3), pages 225-236, December.
  18. Widener, Sally K., 2007. "An empirical analysis of the levers of control framework," Accounting, Organizations and Society, Elsevier, vol. 32(7-8), pages 757-788.
  19. Wu, Jie, 2013. "Marketing capabilities, institutional development, and the performance of emerging market firms: A multinational study," International Journal of Research in Marketing, Elsevier, vol. 30(1), pages 36-45.
  20. Taylor Randall & Serguei Netessine & Nils Rudi, 2006. "An Empirical Examination of the Decision to Invest in Fulfillment Capabilities: A Study of Internet Retailers," Management Science, INFORMS, vol. 52(4), pages 567-580, April.
  21. Frances X. Frei & Patrick Harker, 1996. "Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking Journal of Service Research," Center for Financial Institutions Working Papers 96-31, Wharton School Center for Financial Institutions, University of Pennsylvania.
  22. Canabal, Anne & White III, George O., 2008. "Entry mode research: Past and future," International Business Review, Elsevier, vol. 17(3), pages 267-284, June.
  23. Azad, A.S.M. Sohel & Yasushi, Suzuki & Fang, Victor & Ahsan, Amirul, 2014. "Impact of policy changes on the efficiency and returns-to-scale of Japanese financial institutions: An evaluation," Research in International Business and Finance, Elsevier, vol. 32(C), pages 159-171.
  24. Barker, Jordan M. & Gibson, Andrew R. & Hofer, Adriana R. & Hofer, Christian & Moussaoui, Issam & Scott, Marc A., 2021. "A competitive dynamics perspective on the diversification of third-party logistics providers’ service portfolios," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 146(C).
  25. HALEEM Fazal & JEHANGIR Muhammad & UL HAQ Zahoor, 2020. "Operational Perspective Of Smes Performance And Competitive Priorities Practices: Path Analytic Approach," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 15(1), pages 55-67, April.
  26. Ojha, Divesh & Salimath, Manjula & D’Souza, Derrick, 2014. "Disaster immunity and performance of service firms: The influence of market acuity and supply network partnering," International Journal of Production Economics, Elsevier, vol. 147(PB), pages 385-397.
  27. Uddin, Md Hamid & Mollah, Sabur & Islam, Nazrul & Ali, Md Hakim, 2023. "Does digital transformation matter for operational risk exposure?," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
  28. Adrian S. Choo & Kevin W. Linderman & Roger G. Schroeder, 2007. "Method and Psychological Effects on Learning Behaviors and Knowledge Creation in Quality Improvement Projects," Management Science, INFORMS, vol. 53(3), pages 437-450, March.
  29. Md. Hamid Uddin & Md. Hakim Ali & Mohammad Kabir Hassan, 2020. "Cybersecurity hazards and financial system vulnerability: a synthesis of literature," Risk Management, Palgrave Macmillan, vol. 22(4), pages 239-309, December.
  30. Shanling Li & Jennifer Shang & Sandra A. Slaughter, 2010. "Why Do Software Firms Fail? Capabilities, Competitive Actions, and Firm Survival in the Software Industry from 1995 to 2007," Information Systems Research, INFORMS, vol. 21(3), pages 631-654, September.
  31. M. S. Krishnan & Venkatram Ramaswamy & Mary C. Meyer & Paul Damien, 1999. "Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology," Management Science, INFORMS, vol. 45(9), pages 1194-1209, September.
  32. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.
  33. Bhatt, Ganesh D. & Stump, Rodney L., 2001. "An empirically derived model of the role of IS networks in business process improvement initiatives," Omega, Elsevier, vol. 29(1), pages 29-48, February.
  34. Larry J. Menor & Aleda V. Roth & Charlotte H. Mason, 2001. "Agility in Retail Banking: A Numerical Taxonomy of Strategic Service Groups," Manufacturing & Service Operations Management, INFORMS, vol. 3(4), pages 273-292, February.
  35. Janusz Kudła, 2003. "The Use of Data Envelopment Analysis in the Research on Service Quality, with Special Regard to the Banking Sector," Ekonomia journal, Faculty of Economic Sciences, University of Warsaw, vol. 11.
  36. Insu Cho & Heejun Park & Joseph Kim, 2012. "The moderating effect of innovation protection mechanisms on the competitiveness of service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 369-386, September.
  37. Jie Wu & Xiaoyun Chen, 2012. "Leaders’ social ties, knowledge acquisition capability and firm competitive advantage," Asia Pacific Journal of Management, Springer, vol. 29(2), pages 331-350, June.
  38. Wagner A. Kamakura & Vikas Mittal & Fernando de Rosa & José Afonso Mazzon, 2002. "Assessing the Service-Profit Chain," Marketing Science, INFORMS, vol. 21(3), pages 294-317, February.
  39. Nikos Tsikriktsis, 2007. "The Effect of Operational Performance and Focus on Profitability: A Longitudinal Study of the U.S. Airline Industry," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 506-517, April.
  40. Yee, Rachel W.Y. & Miquel-Romero, Maria-Jose & Cruz-Ros, Sonia, 2021. "Why and how to use enterprise social media platforms: The employee’s perspective," Journal of Business Research, Elsevier, vol. 137(C), pages 517-526.
  41. A. Blanco-Oliver & A. Irimia-Diéguez, 2021. "Impact of outreach on financial performance of microfinance institutions: a moderated mediation model of productivity, loan portfolio quality, and profit status," Review of Managerial Science, Springer, vol. 15(3), pages 633-668, April.
  42. Mei Xue & Lorin M. Hitt & Patrick T. Harker, 2007. "Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 535-558, April.
  43. Uddin, Md Hamid & Mollah, Sabur & Ali, Md Hakim, 2020. "Does cyber tech spending matter for bank stability?," International Review of Financial Analysis, Elsevier, vol. 72(C).
  44. Jiajun Wu & Liwei Chen, 2022. "The Effects of Multilevel Orientations on Frontline Deliberate Learning," SAGE Open, , vol. 12(3), pages 21582440221, September.
  45. Iryna Alves & Sofia M. Lourenço, 2022. "The use of non-financial performance measures for managerial compensation: evidence from SMEs," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 33(2), pages 151-187, June.
  46. E. Grigoroudis & E. Tsitsiridi & C. Zopounidis, 2013. "Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector," Annals of Operations Research, Springer, vol. 205(1), pages 5-27, May.
  47. Szymon Wlazłowski, 2003. "Petrol and Crude Oil Prices: Asymmetric Price Transmission," Ekonomia journal, Faculty of Economic Sciences, University of Warsaw, vol. 11.
  48. Renata Konadu & Samuel Owusu‐Agyei & Theophilus A. Lartey & Albert Danso & Samuel Adomako & Joseph Amankwah‐Amoah, 2020. "CEOs' reputation, quality management and environmental innovation: The roles of stakeholder pressure and resource commitment," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2310-2323, September.
  49. Aleda V. Roth, 2007. "Applications of Empirical Science in Manufacturing and Service Operations," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 353-367.
  50. Petric (Iancu) Ioana Ancuta, 2015. "Benefits And Drawbacks Of Online Trading Versus Traditional Trading. Educational Factors In Online Trading," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 1253-1259, July.
  51. Andrea Consiglio & Flavio Cocco & Stavros A. Zenios, 2004. "www.Personal_Asset_Allocation," Interfaces, INFORMS, vol. 34(4), pages 287-302, August.
  52. Indranil R. Bardhan & Vish V. Krishnan & Shu Lin, 2007. "Project Performance and the Enabling Role of Information Technology: An Exploratory Study on the Role of Alignment," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 579-595, May.
  53. L. M. Daphne Yiu & Hugo K. S. Lam & Andy C. L. Yeung & T. C. E. Cheng, 2020. "Enhancing the Financial Returns of R&D Investments through Operations Management," Production and Operations Management, Production and Operations Management Society, vol. 29(7), pages 1658-1678, July.
  54. Elijah Brewer & William E. Jackson, 2004. "The “risk-adjusted” price-concentration relationship in banking," FRB Atlanta Working Paper 2004-35, Federal Reserve Bank of Atlanta.
  55. Deepa Wani & Manoj Malhotra & Jonathan Clark, 2021. "Strategic Service Design Attributes, Customer Experience, and Co‐Created Service Choice: Evidence from Florida Hospitals," Production and Operations Management, Production and Operations Management Society, vol. 30(1), pages 210-234, January.
  56. Sancharan Roy, 2011. "Competitiveness in Service Sector," Global Business Review, International Management Institute, vol. 12(1), pages 51-69, February.
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