Towards customer-oriented electronic markets : A survey among digital natives in the financial industry
Type
conference paper
Date Issued
2012-06-19
Author(s)
Abstract
The financial industry is in midst of a fundamental transformation. Changes in customer behavior and the impact of information technology are believed to change the financial industry from hierarchical to market-based structures. Although electronic markets in the financial services industry are well known in B2B processes such as e.g. stock exchanges, only little research has been undertaken This research indicates in a survey among digital natives that the use of electronic and mobile channels, cross-channel management, multi-vendor integration, online social networks and non-banks as service providers are becoming much more relevant in the future and thus support the hypothesis of a shift towards a more customer-oriented B2C electronic market model in the financial industry.
Funding(s)
Language
English
Keywords
Customer interaction
electronic markets
financial industry
banks
HSG Classification
contribution to scientific community
Refereed
No
Book title
Proceedings of the 25th Bled eConference : Research Volume
Publisher
Bled eCommerce
Start page
333
End page
354
Event Title
25th Bled eConference "eDependability: Reliable and Trustworthy eStructures, eProcesses, eOperations and eServices for the Future"
Event Location
Bled, Slovenia
Event Date
17.-20.06.2012
Subject(s)
Division(s)
Eprints ID
217097
File(s)![Thumbnail Image]()
Name
25thbledeconference_submission_37_final.pdf
Size
842.28 KB
Format
Adobe PDF
Checksum (MD5)
d43328b9b91552f8a39983bb730c1040