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Essays On Service Strategies: Evidence From Banking And Healthcare Industries, Sriram Venkataraman

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The primary objective of this dissertation is to provide insights for service providers in general, and retail bankers and hospital administrators in particular, that will help them improve their operational efficiency and effectiveness. In doing so, this dissertation consists of three essays that develop multiple service operations strategies, that identifies key elements affecting efficiency and effectiveness in two key critical industries: banking and healthcare. We contribute to service operations strategy research and practice by incorporating multi-disciplinary theories and approaches from marketing, economics, and quality management. Although operations researchers and practitioners alike realize the importance of productivity and effectiveness, they are …