Measurement of Service Efficiency in Different Types of Banking Services: Mass Services, Service Factories, Service Shops, and Professional Services

Markku Tinnilä
Additional contact information
Markku Tinnilä: Department of Information and Service Economy, Aalto University School of Business, Aalto University, Aalto, Finland

International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 2013, vol. 4, issue 1, 47-67

Abstract: As the share of services in economies grow globally, the efficiency of service production becomes crucial. Despite the many studies on service efficiency, it has proven difficult to find the right measures. The main reason is wide range of services from simple to complex, and from mass to professional services. Consequently, there are no commonly accepted measurement frameworks for comparing the efficiency of different types of services. The Service process matrix developed by Schmenner is one of the most widespread and has been extended and applied by many other researchers. This paper uses the classification of the Service process matrix and its four basic services types recognized in the analysis of service efficiency measurement. The focus of analysis is on banking services, as the industry has services in all of the main services categories. Each category is analysed separately, literature is reviewed for suitable measures and suitable measures of efficiency for all service types are proposed.

Date: 2013
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 18/jssmet.2013010104 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jssmet:v:4:y:2013:i:1:p:47-67

Access Statistics for this article

International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) is currently edited by Ahmad Taher Azar

More articles in International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) from IGI Global
Bibliographic data for series maintained by Journal Editor ().