Creating Value in Financial Services

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