chapter  21
12 Pages

The role of technology in fi nancial services distribution and delivery

ByFernando Jaramillo

The perennial question in logistics and distribution is fi nding effective and effi cient ways for distributing products to customers. Bartels ( 1988 ) asserts that from the 1960s to the 1980s product distribution research transitioned from basic cost studies to investigating inter-organizational behaviors among channel members to research on distribution management strategies. The emphasis on physical products later changed to a focus on customer service and services quality (Parasuraman et al. 1988 , Zeithaml et al. 1996 ). However, in both product and service situations, earlier examinations of distribution and delivery systems assumed a physical interaction with the customer.