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Creating Value in Financial Services

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Cover of 'Creating Value in Financial Services'

Table of Contents

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    Book Overview
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    Chapter 1 Creating Value in Financial Services
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    Chapter 2 The Changing Global Environment of Financial Services
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    Chapter 3 Universal Banking: Does It Work?
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    Chapter 4 Universal Banking: A Shareholder Value Perspective
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    Chapter 5 Redefining Customer Relationships in the Age of the Ascendant Consumer
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    Chapter 6 Out of the Fog: Creating Value by Assembling and Managing a Portfolio of Services
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    Chapter 7 Challenges of Product Delivery in Emerging Markets
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    Chapter 8 Modeling Services of Financial Institutions in Emerging Markets
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    Chapter 9 Creating Value: Evolution and Management of Financial Derivatives
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    Chapter 10 Electronic Commerce and Financial Services: Going for Broke
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    Chapter 11 The Internet Channel Revolution: The Case of Charles Schwab
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    Chapter 12 Lessons from Developing the Yield Book
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    Chapter 13 Impending Revolution in Corporate Information Technology Departments
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    Chapter 14 Financial Service Networks: Access, Cost Structure and Competition
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    Chapter 15 The Potential for Virtual Work to Enhance Value in Financial Services Firms
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    Chapter 16 Designing Electronic Market Institutions for Bond Trading
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    Chapter 17 Staffing Challenges in Financial Services
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    Chapter 18 Call Centers in Financial Services: Strategies, Technologies, and Operations
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    Chapter 19 PruServ™: A Call Center Support System
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    Chapter 20 Process Improvement in Financial Services: A Focused Approach
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    Chapter 21 How Do Financial Services Stack Up? Findings from a Benchmarking Study of the US Financial Service Sector
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    Chapter 22 Value Creation and Process Management: Evidence from Retail Banking
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    Chapter 23 Bank Productivity: Promises Unrealized
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    Chapter 24 Productivity in Service Industries: Implications of the Boskin Commission Report
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