Service Delivery Processes: New Technology and Design

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Abstract
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”.