Performance in Consumer Financial Services Organizations: Framework and Results from the Pilot Study
Posted: 5 Jul 1998
Date Written: February 1995
Abstract
Over the past decade, the Alfred P. Sloan Foundation has sponsored a series of industry studies, the aim of which is to understand how technology and human resources practices blend together to create high-performance workplaces and competitive industries. This report summarizes the first year of one of the studies devoted to the financial services industry: an analysis of the performance of financial services. After a brief overview of this project, the report discusses a conceptual framework and initial empirical evidence on the drivers of competitiveness in consumer financial services, in particular, commercial banking. The plan of work to be done in the second year of the project is then provided.
JEL Classification: G21, O33
Suggested Citation: Suggested Citation
Patrick T. Harker (Contact Author)
University of Pennsylvania - Operations & Information Management Department ( email )
Philadelphia, PA 19104
United States
215-898-4715 (Phone)
215-573-2065 (Fax)