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作者：Meester, Geoffrey A.; Mehrotra, Anuj; Natarajan, Harihara Prasad; Seifert, Michael J.
作者单位：University of Miami; Pfizer; Pfizer USA
摘要：Driven by market pressures, financial service firms are increasingly partnering with independent vendors to create service networks that deliver greater profits while ensuring high service quality. In the management of call center networks, these partnerships are common and form an integral part of the customer care and marketing strategies in the financial services industry. For a financial services firm, configuring such a call center service network entails determining which partners to sel...
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作者：Apte, Uday M.; Cavaliere, Richard A.; Kulkarni, Shailesh S.
作者单位：United States Department of Defense; United States Navy; Naval Postgraduate School; Saint Joseph's University; University of North Texas System; University of North Texas Denton
摘要：Information-intensive services (IIS), such as financial services, business services, health care, and education, form a large and growing part of the service sector in the US economy. In this paper we present a classification of IIS based on their operational characteristics. We also propose empirically grounded conceptual analysis and prescriptive frameworks useful for the improvement of certain types of IIS. By conducting statistical analyses of a large sample of claims data from one of the ...
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作者：Bollapragada, Srinivas; Nair, Suresh K.
作者单位：General Electric; University of Connecticut
摘要：Consumer delinquencies are a major problem for banks and other credit card issuers. These firms have collection centers across the country to collect outstanding balances from delinquent accounts. Their main strategy is to first send reminder notices and, if that does not work, to telephone delinquent customers and request payment. The latter often becomes necessary, resulting in high costs of collection. Automated dialers are used to make the calls, and when the call goes through, it is direc...
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作者：Hatzakis, Emmanuel D. (Manos); Nair, Suresh K.; Pinedo, Michael
作者单位：University of Connecticut; New York University
摘要：We provide an overview of the state of the art in research on operations in financial services. We start by highlighting a number of specific operational features that differentiate financial services from other service industries, and discuss how these features affect the modeling of financial services. We then consider in more detail the various different research areas in financial services, namely systems design, performance analysis and productivity, forecasting, inventory and cash manage...
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作者：Mehrotra, Mili; Dawande, Milind; Sriskandarajah, Chelliah
作者单位：University of Minnesota System; University of Minnesota Twin Cities; University of Texas System; University of Texas Dallas
摘要：The overuse of its currency processing operations by depository institutions (DIs) has motivated the Federal Reserve (Fed) to propose new currency recirculation guidelines. The Fed believes that DIs should play a more active role in recirculating fit (i.e., usable) currency so that the societal cost of providing currency to the public is minimized. The Fed characterizes the overuse by the extent of cross shipping, a practice in which the same DI deposits and withdraws currency of the same deno...
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作者：Buell, Ryan W.; Campbell, Dennis; Frei, Frances X.
作者单位：Harvard University
摘要：This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical analysis examines 26,924 multi-channel customers of a nationwide retail bank. We track each customer's channel usage, overall satisfaction, and retention over a 1-year period. We find that, relative to face-to-face service, custom...
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作者：Barth, Wolfgang; Manitz, Michael; Stolletz, Raik
作者单位：University of Cologne; Technical University of Denmark
摘要：In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office if a waiting-time limit is reached and at least one back-office agent is available. The analysis of such a system with time-dependent overflow is reduced to the analysis of a continuous-time Markov chain with state-dependent overflow probabilities. To approximate the sy...
