Performance in Consumer Financial Services Organizations: Framework and Results from the Pilot Study

Posted: 5 Jul 1998

See all articles by Frances X. Frei

Frances X. Frei

Harvard Business School

Patrick T. Harker

University of Pennsylvania - Operations & Information Management Department

Larry W. Hunter

University of Wisconsin - Madison - Department of Management and Human Resources

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

Frei, Frances X. and Harker, Patrick T. and Hunter, Larry (Chip) W., Performance in Consumer Financial Services Organizations: Framework and Results from the Pilot Study (February 1995). Available at SSRN: https://ssrn.com/abstract=7125

Frances X. Frei

Harvard Business School ( email )

Soldiers Field Road
Morgan Hall 411
Boston, MA 02163
United States

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)

Larry (Chip) W. Hunter

University of Wisconsin - Madison - Department of Management and Human Resources ( email )

Madison, WI
United States

Do you have a job opening that you would like to promote on SSRN?

Paper statistics

Abstract Views
787
PlumX Metrics