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Towards customer-oriented electronic markets : A survey among digital natives in the financial industry

version abrégée 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.
   
Genre papier de conférence (English)
   
mot-clé Customer interaction, electronic markets, financial industry, banks
   
Projet Sourcing in der Finanzindustrie
nom de la conférence 25th Bled eConference (Bled/Slovenia)
date de la conférence 19-6-2012
title of proceedings eDependability: Reliable and Trustworthy eStructures, eProcesses, eOperations and eServices for the Future
maison d'édition Bled eCommerce
Review pas de Review
   
citation Sachse, S., Alt, R., & Puschmann, T. (2012). Towards customer-oriented electronic markets: A survey among digital natives in the financial industry. In eDependability: Reliable and Trustworthy eStructures, eProcesses, eOperations and eServices for the Future: Bled eCommerce.