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Creating value in financial services : strategies, operations, and technologies

Creating value in financial services : strategies, operations, and technologies

Material type
단행본
Personal Author
Melnick, Edward L.
Title Statement
Creating value in financial services : strategies, operations, and technologies / edited by Edward L. Melnick ... [et al.].
Publication, Distribution, etc
Boston :   Kluwer Academic,   c2000.  
Physical Medium
xxi, 484 p. : ill. ; 25 cm.
ISBN
0792385721 :
Bibliography, Etc. Note
Includes bibliographical references.
Subject Added Entry-Topical Term
Financial services industry -- Management.
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020 ▼a 0792385721 : ▼c $95
040 ▼a DLC ▼c DLC ▼d DLC ▼d 244002
042 ▼a pcc
049 0 ▼l 151147987
050 0 0 ▼a HG173 ▼b .C74 2000
082 0 0 ▼a 332.1068 ▼2 21
090 ▼a 332.1068 ▼b C912
245 0 0 ▼a Creating value in financial services : ▼b strategies, operations, and technologies / ▼c edited by Edward L. Melnick ... [et al.].
260 ▼a Boston : ▼b Kluwer Academic, ▼c c2000.
300 ▼a xxi, 484 p. : ▼b ill. ; ▼c 25 cm.
504 ▼a Includes bibliographical references.
650 0 ▼a Financial services industry ▼x Management.
700 1 ▼a Melnick, Edward L.

Holdings Information

No. Location Call Number Accession No. Availability Due Date Make a Reservation Service
No. 1 Location Sejong Academic Information Center/Social Science/ Call Number 332.1068 C912 Accession No. 151147987 Availability Available Due Date Make a Reservation Service C M

Contents information

Table of Contents


CONTENTS

Foreword / Larry Zicklin = xv

Preface = xix

1. Creating Value in Financial Services / Edward L. Melnick ; Praveen R. Nayyar ; Michael L. Pinedo ; Sridhar Seshadri = 1

SECTION Ⅰ : CUSTOMER VALUE FOCUSED STRATEGIES

 2. The Changing Global Environment of Financial Services / Alexander Rinnoy Kan = 23

 3. Universal Banking : Does it Work? / David Rogers = 37

 4. Universal Banking : A Shareholder Value Perspective / Ingo Walter = 53

 5. Redefining Customer Relationships in the Age of the Ascendant Customer / Thomas L. Monahan Ⅲ = 85

 6. Out of the Fog : Creating Value by Assembling and Managing a Portfolio of Services / Praveen R. Nayyar = 103

 7. Challenges of Product Delivery in Emerging Markets / Akshaya Bhargava = 131

 8. Modeling Services of Financial Institutions in Emerging Markets / Edward L. Melnick = 143

SECTION Ⅱ : CUSTOMER VALUE FOCUSED SERVICES

 9. Creating Value ; Evolution and Management of Financial Derivatives / John O. Matthews ; Cathy A. Rusinko = 157

 10. Electronic Commerce and Financial Services : Going for Broke? / Andrew Hosking ; Ajtt Kambil ; Amanda lister = 179

 11. The Internet Channel Revolution : The Case of Charles Schwab / Sanjeev Dewan ; Haim Mendelson = 195

 12. Lessons from Developing the Yield Book / Ernest R. Battifarano = 219

SECTION Ⅲ : CUSTOMER VALUE FOCUSED SYSTEMS

 13. Impending Revolution in Corporate Information Technology Departments / Kevin McGillowary = 253

 14. Financial Service Networks : Access, Cost Structure and Competition / Uday S. Karmarkar = 267

 15. The Potential for Virtual Work to Enhance Value in Financial Services Firms / Roger L.M. Dunbar ; Raghu Garud = 289

 16. Designing Electronic Market Institutions for Bond Trading / Ming Fan ; Jan Stallaert ; Andrew B. Whinston = 303

 17. Staffing Challenge in Financial Services / Richard C. Larson ; Edieal J. Pinker = 327

 18. Call Centers in Financial Services : Strategies, Technologies and Operations / Michael L. Pinedo ; Sridhar Seshadri ; J. George Shanthikumar = 357

 19. PruSer$$v^{TM}$$ : A Call Center Support System / John Alouisa ; William Anderson ; Richard Castro ; Raymond Ennis ; Jeffrey Gevarter ; Russell Pandolfo = 389

SECTION Ⅳ : CUSTOMER VALUE FOCUSED MEASURES OF SUCCESS

 20. Process Improvement in Financial Services : A Focused Approach / Paresh D. Patel = 405

 21. How do Financial Services Stack Up? Findings from a Benchmarking Study of the US Financial Service Sector / Richard B. Chase ; Aleda V. Roth ; Chris Voss = 427

 22. Value Creation and Process Management : Evidence from Retail Banking / Frances X. Frei ; Patrick t. Harker = 447

 23. Bank Productivity : Promises Unrealized / Wayne I. Cutler = 461

 24. Productivity in Service Industries : Implications of the Boskin Commission Report / Robert Solow = 475



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