PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY

Detalhes bibliográficos
Autor(a) principal: Abensur, Eder Oliveira
Data de Publicação: 2008
Outros Autores: Brunstein, Israel, Fishmann, Adalberto, HO, LINDA LEE
Tipo de documento: Artigo
Idioma: por
eng
spa
Título da fonte: RAM. Revista de Administração Mackenzie
Texto Completo: https://editorarevistas.mackenzie.br/index.php/RAM/article/view/41
Resumo: 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.
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spelling PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORYTendências para o auto-atendimento bancário brasileiro: um enfoque estratégico baseado na teoria das filasThis 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.Este trabalho integra os conceitos de Planejamento Estratégico e da Teoria das Filas para dar suporte à formulação e avaliação de estratégias viáveis para a gestão de serviços bancários oferecidos por caixas automáticos (ATM). Além disso, obteve-se um referencial prático valioso para a compreensão de como surge uma estratégia emergente. Este estudo utilizou informações sobre o comportamento dos usuários de caixas automáticos de um dos maiores bancos de varejo do Brasil e os atualizou de acordo com as mudanças da regulamentação bancária ocorrida em 2001 em função do racionamento de energia elétrica. De uma forma geral, foram identificadas duas linhas estratégicas opostas, representadas pelos bancos Bradesco e Itaú, respectivamente, primeiro e segundo maior banco privado brasileiro, sobre o tratamento oferecido aos seus clientes nas salas de auto-atendimento.PALAVRAS-CHAVE: Planejamento estratégico; Teoria das filas; Auto-atendimento bancário.Editora Mackenzie2008-07-21info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfapplication/pdfhttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/41Revista de Administração Mackenzie; Vol. 4 No. 2 (2003)Revista de Administração Mackenzie; Vol. 4 Núm. 2 (2003)Revista de Administração Mackenzie (Mackenzie Management Review); v. 4 n. 2 (2003)1678-69711518-6776reponame:RAM. Revista de Administração Mackenzieinstname:Universidade Presbiteriana Mackenzie (MACKENZIE)instacron:MACKENZIEporengspahttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/41/41https://editorarevistas.mackenzie.br/index.php/RAM/article/view/41/2040https://editorarevistas.mackenzie.br/index.php/RAM/article/view/41/2041Copyright (c) 2015 Revista de Administração Mackenzieinfo:eu-repo/semantics/openAccessAbensur, Eder OliveiraBrunstein, IsraelFishmann, AdalbertoHO, LINDA LEE2011-01-14T18:46:10Zoai:ojs.editorarevistas.mackenzie.br:article/41Revistahttps://editorarevistas.mackenzie.br/index.php/RAM/PUBhttps://editorarevistas.mackenzie.br/index.php/RAM/oairevista.adm@mackenzie.br1678-69711518-6776opendoar:2024-04-19T17:00:23.633313RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)false
dc.title.none.fl_str_mv PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY
Tendências para o auto-atendimento bancário brasileiro: um enfoque estratégico baseado na teoria das filas
title PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY
spellingShingle PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY
Abensur, Eder Oliveira
title_short PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY
title_full PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY
title_fullStr PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY
title_full_unstemmed PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY
title_sort PERSPECTIVES OF THE BRAZILIAN SELF-SERVICE BANKING: A STRATEGIC A BASED ON THE QUEUING THEORY
author Abensur, Eder Oliveira
author_facet Abensur, Eder Oliveira
Brunstein, Israel
Fishmann, Adalberto
HO, LINDA LEE
author_role author
author2 Brunstein, Israel
Fishmann, Adalberto
HO, LINDA LEE
author2_role author
author
author
dc.contributor.author.fl_str_mv Abensur, Eder Oliveira
Brunstein, Israel
Fishmann, Adalberto
HO, LINDA LEE
description 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.
publishDate 2008
dc.date.none.fl_str_mv 2008-07-21
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://editorarevistas.mackenzie.br/index.php/RAM/article/view/41
url https://editorarevistas.mackenzie.br/index.php/RAM/article/view/41
dc.language.iso.fl_str_mv por
eng
spa
language por
eng
spa
dc.relation.none.fl_str_mv https://editorarevistas.mackenzie.br/index.php/RAM/article/view/41/41
https://editorarevistas.mackenzie.br/index.php/RAM/article/view/41/2040
https://editorarevistas.mackenzie.br/index.php/RAM/article/view/41/2041
dc.rights.driver.fl_str_mv Copyright (c) 2015 Revista de Administração Mackenzie
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2015 Revista de Administração Mackenzie
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
application/pdf
dc.publisher.none.fl_str_mv Editora Mackenzie
publisher.none.fl_str_mv Editora Mackenzie
dc.source.none.fl_str_mv Revista de Administração Mackenzie; Vol. 4 No. 2 (2003)
Revista de Administração Mackenzie; Vol. 4 Núm. 2 (2003)
Revista de Administração Mackenzie (Mackenzie Management Review); v. 4 n. 2 (2003)
1678-6971
1518-6776
reponame:RAM. Revista de Administração Mackenzie
instname:Universidade Presbiteriana Mackenzie (MACKENZIE)
instacron:MACKENZIE
instname_str Universidade Presbiteriana Mackenzie (MACKENZIE)
instacron_str MACKENZIE
institution MACKENZIE
reponame_str RAM. Revista de Administração Mackenzie
collection RAM. Revista de Administração Mackenzie
repository.name.fl_str_mv RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)
repository.mail.fl_str_mv revista.adm@mackenzie.br
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