Perspectives of the Brazilian self-service banking: a strategic approach based on the queuing theory

Perspectives of the Brazilian self-service banking: a strategic approach based on the queuing theory

This work arranges Strategic Planning and Queuing Theory to evaluate the feasibility of new strategies for Automatic Teller Machine (ATM). Moreover, an important referential was developed to understand the origin of an emergent strategy. This study was applied to one of the largest retail banks in B...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Veröffentlicht in:Revista de administração Mackenzie 2003-01, Vol.4 (2), p.39-60
Hauptverfasser: Abensur, Eder Oliveira, Fischmann, Adalberto A, Brunstein, Israel, Ho, Linda Lee
Format: Artikel
Sprache:por
Schlagworte:
Administration
Banking
Brazil
Business studies
Customer service
Customers
Economics
Management
Public administration
Online-Zugang:Volltext
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
Beschreibung
Zusammenfassung:This work arranges Strategic Planning and Queuing Theory to evaluate the feasibility of new strategies for Automatic Teller Machine (ATM). Moreover, an important referential was developed to understand the origin of an emergent strategy. This study was applied to one of the largest retail banks in Brazil and it is in accordance with the changes of the banking regulation because of the rationing of electric energy in 2001. Two opposing strategic lines were identified represented by Bradesco and Itaú the two largest private Brazilian retail banks. Reprinted by permission of the editor
ISSN:1518-6776