TY  - JOUR
AB  - The search for service quality and the division of work between
front office employees and backroom workers as the core of service
design are examined. Discussion centres on whether the server′s task
should encompass more backroom work to avoid duplication and delay or be
more limited to reduce turnaround time. Alternative service delivery
designs are explored and the impact of technology examined. It is
concluded that the task at hand is not merely to select the best design
but a technological migration path allowing the bank to maintain or
improve its competitive position in what has been described as
“bare‐knuckle banking”.
VL  - 9
IS  - 1
SN  - 0265-2323
DO  - 10.1108/02652329110144460
UR  - https://doi.org/10.1108/02652329110144460
AU  - Harvey Jean
AU  - Filiatrault Pierre
PY  - 1991
Y1  - 1991/01/01
TI  - Service Delivery Processes: New Technology and Design
T2  - International Journal of Bank Marketing
PB  - MCB UP Ltd
SP  - 25
EP  - 31
Y2  - 2024/09/19
ER  -