This article designs a framework for evaluating the causes, consequences, and future
implications of financial services industry consolidation, reviews the extant research …

The banking industry has experienced an unprecedented level of consolidation on a belief
that gains can accrue through expense reduction, increased market power, reduced …

In this paper, we study the drivers of customer satisfaction for financial services. We discuss
a full Bayesian analysis based on data collected from customers of a leading financial …

Neither market orientation nor the possible link to performance is easily achieved and in
various countries companies may organize differently to cope with the information …

All aspects of banking business are being radically transformed and to an extent that is
changing the fundamental economics of the banking firm and the banking industry. This is …

This article presents a methodology that determines the role of design in calculating the
efficiency of service delivery processes. The efficiency of these processes is first determined …

A decade of econometric research has shown that X-efficiency dominates scale and scope
as the drivers of inefficiency in the US banking industry. However, this research falls short in …

Is the internal labor market dead? For much of this century, a substantial portion of workers
in the United States benefited from internal labor markets (ILMs), featuring guarantees …

The goal of this paper is to gain knowledge about key factors that influence customer's trust
towards retail banks. The methodology of this study was based on gathering the data though …

In theory, it is a simple proposition: Make customers wait longer, and fewer of them will come
back. But actual practice is complicated. Marketing develops a new product, service, affinity …