Publications

December 2004 (Revised April 2006)
Case

Managing Diversity at Cityside Financial Services

By: Robin J. Ely and Ingrid Vargas

Cityside Financial Services, a disguised consumer bank, serves both a largely African-American urban community and a more affluent, predominantly white clientele. To match the gender and racial makeup of its staff to that of its customers, Cityside's sales division... View Details

Keywords: Selection and Staffing; Situation or Environment; Race; Employees; Gender; Customer Satisfaction; Diversity; Cross-Cultural and Cross-Border Issues; Banks and Banking; Banking Industry

March 1991 (Revised May 1991)
Case

Charles Schwab: Financial Advisors Service

By: Steven C. Wheelwright

Keywords: Product Development; Innovation and Invention; Financial Services Industry

1992
Book

Managing Financial Institutions: Cases within the Financial Services Industry

By: Samuel L. Hayes III and David M Meerschwam

February 1990
Case

Retail Financial Services Industry in 1988

By: Dwight B. Crane

March 2013
Module Note

Financial Services for the World's Poor

By: Shawn Cole

August 2022 (Revised October 2023)
Case

Bajaj Finance: Building an Omnipresent Financial Services Firm

By: Das Narayandas and Rachna Tahilyani

Bajaj Finance, India’s largest consumer finance firm with $20.9 billion of assets across 50.5 million customers, is on a journey to transform itself from a traditional firm that sells loans and other financial products through brick-and-mortar outlets to an omnipresent... View Details

Keywords: Financial Institutions; Transformation; Financial Instruments; Customer Satisfaction; Internet and the Web; Customer Focus and Relationships; India

18 Aug 2011
Working Paper Summaries

Non-Audit Services and Financial Reporting Quality: Evidence from 1978-1980

Keywords: by Kevin Koh, Shivaram Rajgopal & Suraj Srinivasan; Accounting

March 2016
Teaching Note

MasterCard: Driving Financial Inclusion

By: Sunil Gupta

Since joining MasterCard (MC) in 2010, CEO Ajay Banga had made advancing financial inclusion (FI)—bringing formal financial services to marginalized populations—an important goal for the company. In 2014, MC had entered a number of partnerships with governments and... View Details

Keywords: Financial Inclusion; Banking; Equality and Inequality; Credit Cards; Developing Countries and Economies; Banking Industry; South Africa; Nigeria

Teaching Interest

Managing Service Operations - MBA Elective Curriculum

By: Ryan W. Buell

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details

Keywords: Service Delivery; Customer Satisfaction; Customer Loyalty; Quality; Employees; Service Models; Service Industry

Forthcoming
Article

The Evolution of Financial Services in the United States

By: Robin Greenwood, Robert Ialenti and David Scharfstein

This article surveys the literature on the historical growth and transformation of the U.S. financial sector. The sector expanded rapidly between 1980 until 2006, when its contribution to GDP rose from 4.8% to 7.6%. After the Global Financial Crisis, the size of the... View Details

Keywords: Financial Crisis; Financial Institutions; Financial Markets; Growth and Development; Economic Sectors

Read Now

September 2016
Supplement

Spreadsheet Supplement for Financial Services at Falabella (A)

By: C. Fritz Foley and Agustin M. Hurtado

April 2006
Teaching Note

Stephen Brown at John Hancock Financial Services (TN)

By: Robin J. Ely

Keywords: Financial Services Industry

March 2007 (Revised September 2019)
Case

Motilal Oswal Financial Services Ltd.: An IPO in India

By: Felda Hardymon, Joshua Lerner and Ann Leamon

The executives of Motilal Oswal Financial Services, Ltd., one of the largest brokerages in India, are considering an IPO on the Indian markets. The company recently received a small private equity investment from two global private equity firms, which it has not yet... View Details

Keywords: Private Equity; Initial Public Offering; Investment; Emerging Markets; Financial Services Industry; India

2013
Article

Non-Audit Services and Financial Reporting Quality: Evidence from 1978–1980

By: Kevin Koh, Shiva Rajgopal and Suraj Srinivasan

We provide evidence for the long-standing concern on auditor conflicts of interest from providing non-audit services (NAS) to audit clients by using rarely explored NAS fee data from 1978 to 1980. Using this earlier setting, we find cross-sectional evidence of improved... View Details

Keywords: Conflict of Interests; Financial Reporting; Accounting Audits; Knowledge Dissemination; Quality; Corporate Disclosure; Motivation and Incentives

SSRN

2009
Working Paper

Prices or Knowledge? What Drives Demand for Financial Services in Emerging Markets?

By: Shawn A. Cole, Thomas Sampson and Bilal Zia

Financial development is critical for growth, but its micro-determinants are not well understood. We test leading theories of low demand for financial services in emerging markets, combining novel survey evidence from Indonesia and India with a field experiment. We... View Details

Keywords: Banks and Banking; Saving; Knowledge Acquisition; Emerging Markets; Motivation and Incentives; Financial Services Industry; India; Indonesia