Wharton School research examining the connection between value and process in retail banking channels is yielding significant insights into the relationship between technology and human resource management.

This research - which covers branch, call center, and electronic channels of distribution - shows that retail strategies and processes need to be aligned with technology and human resource practices. By doing so, firms can improve channel productivity substantially. Furthermore, the research finds that banks with more consistent process performance tend to develop more consistent human resource policies and deploy technology more effectively.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.