Overcoming the Inherent Dependency of DEA Efficiency Scores: A Bootstrap Approach
This chapter summarizes a multi-year research effort to understand the role of process performance in the overall efficiency of banks. By focusing on the process as the unit of analysis, the authors consider how technology, human resources, and most importantly, the interaction between these factors of production contribute to overall performance. The results of this paper lead to a set of recommendations to managers of financial service organizations as to the most effective approaches for designing and managing their key service delivery processes.
|Date of creation:||Apr 1999|
|Contact details of provider:|| Postal: 3301 Steinberg Hall-Dietrich Hall, 3620 Locust Walk, Philadelphia, PA 19104.6367|
Web page: http://fic.wharton.upenn.edu/fic/
More information through EDIRC
When requesting a correction, please mention this item's handle: RePEc:wop:pennin:99-17. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Thomas Krichel)
If references are entirely missing, you can add them using this form.