A framework for assessing Web 2.0 customer interaction maturity: The case of the banking industry
Type
conference paper
Date Issued
2012-06-17
Author(s)
Research Team
IWI2, Sourcing
Abstract
Web 2.0 applications change future customer interaction. This paper develops a framework that enables companies to assess their current stage of Web 2.0 maturity. It enhances existing approaches by adding customer-focused Web 2.0 design patterns and applies it at the case of six top-ranked international banks. The results reveal that the potentials of customer-bank interaction through Web 2.0 within the banking industry are not fully tapped yet.
Language
English
Keywords
Financial Industry
HSG Classification
not classified
Refereed
No
Book title
Proceedings of the 25th Bled eConference : Research Volume
Start page
238
End page
249
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
214631