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

versione breve 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.
   
tipo papier de conférence (English)
   
parole chiave Customer interaction, electronic markets, financial industry, banks
   
progetto Sourcing in der Finanzindustrie
nome della conferenza 25th Bled eConference (Bled/Slovenia)
data della conferenza 19-6-2012
editore dei proceedings eDependability: Reliable and Trustworthy eStructures, eProcesses, eOperations and eServices for the Future
Editore Bled eCommerce
review not 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.