Christian Thomas Ruf
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PublicationThe effects of the elaboration likelihood model on initial trust formation in financial advisory servicesPurpose In order for financial institutions to cope with increased competitive pressure from the financial technology companies, offering digital services such as a mobile service system (MSS) targeted for high net worth individuals (HNWIs) becomes critical. Despite long-term trustworthy relationships between HNWIs and financial advisors, studies suggest that the formation of initial trust poses a significant challenge. The purpose of this paper is to identify various features related to initial trust antecedents. Design/methodology/approach The study was conducted using the survey data, and employs variance-based structural equation modeling (SEM) techniques to test hypotheses. Findings The findings from a closed experiment with 107 participants suggest that compared to more traditional service systems, customers are more prone to the construct of service quality, and specifically professional, prompt, dependable and timely financial advice. Originality/value The study validated key constructs that positively influence the initial trust formation process and ultimately the intention to use in an MSS for the financial advisory. The authorts particularly emphasized the rebalancing and monitoring steps in the financial planning process between HNWIs and client advisors.Type: journal articleJournal: International journal of bank marketingVolume: 36Issue: 3
Scopus© Citations 31
PublicationTowards an Artifact-Oriented Requirements Engineering Model for Developing Successful Products, Services, and Systems : Identification of Model Requirements( 2015-06-03)Despite extensive research in the domain of requirements engineering (RE), companies still struggle with this discipline. Moreover, practitioners are challenged with developing successful products, services, and systems which address the true needs of their customers. This gives rise to a new research field in the domain of RE, namely artifact orientation. According to the literature, this artifact orientation should increase the success of RE significantly. By conducting a literature review and 7 expert interviews, we identified 7 model requirements (MRs) for an artifact-oriented RE model. Furthermore, the results of this paper suggest that existing artifact-oriented RE models do not sufficiently address all identified MRs. In particular, these models lack the combination of traditional RE practices, such as goal orientation, documentation, and traceability with novel agile approaches. Furthermore, there is a need for a more holistic RE which merges the domains of product, service, and software engineering.
PublicationHow Can We Design Products, Services, and Software That Reflect the Needs of Our Stakeholders? : Towards a Canvas for Successful Requirements EngineeringCurrent research in the requirements engineering (RE) domain is extensive. However, despite increased efforts from both practitioners and researchers to make RE more successful, the implied link to project success is questionable. Consequently, to address this gap, researchers propose a new paradigm in the domain of RE, namely the artefact orientation. Based on this new research field, this study introduces a requirements engineering canvas (REC) which we developed based on model requirements (MRs) derived from a literature review. Moreover, we confirmed these MRs with findings from interviews involving 7 domain experts. In particular, the REC addresses the 7 MRs: goal orientation, documentation, integration, agility, continuity, adaptability, and responsibilities.Type: conference paperJournal: Lecture Notes in Computer ScienceVolume: 9073
Scopus© Citations 2
PublicationElicitation of Requirements for the Design of Mobile Financial Advisory Services - Instantiation and Validation of the Requirement Data Model with a Multi-method ApproachThe mobile channel is becoming more vital for the private banking customer segment. Recent studies suggest that mobile will even become a key differentiator for private banks in the ever-increasing competitive environment. This study elicits requirements for the design of a mobile financial advisory service (mFAS) by instantiating and validating the Requirement Data Model (RDMod). In order to achieve this goal, we chose a multi-method approach conducting ten expert interviews, four focus groups and a literature review. The findings suggest a list with ten customer and stakeholder, two process, two environment as well as two bank requirements. Furthermore, we contribute to existing theory by instantiating the RDMod with a feature-based evaluation.Type: conference paper
Scopus© Citations 6
PublicationDesigning Tablet Banking Apps for High-Net-Worth Individuals : Specifying Customer Requirements with PrototypingPrivate banks with high-net-worth customers see a great potential in mobile information technology to provide more transparency in the advisory process. Previous literature has mainly focused on gathering requirements with regard to mobile banking applications targeted for retail customers or with regard to advisory services in physical proximity. This paper focuses on an mFAS which is designed for the private banking customer segment and facilitates location-independent customer relationships on a tablet. Furthermore, we specify previously established requirements with the Requirements Abstraction Model. In this study, we evaluated the requirements with a focus group involving seven domain experts. The results of this workshop suggest that most of the specified requirements meet the recommended practice for requirements specification. However, the experts only partly agreed that the presented requirements meet the completeness criterion, which guides future research endeavors.
PublicationIs an App Better than an Email? Developing Trust in a Mobile Financial Advisory Service : Design and Evaluation of a PrototypeType: conference paper
PublicationDesign Requirements for Collaboration Processes to Increase Customer Trust in Mobile Banking PlatformsBanks expect the mobile channel to become more important for collaborating with customers. However, a lack of trust continues to prevent a faster dissemination of such mobile banking services, especially for the private banking customer segment. Hence, this paper discusses various determinants of trust and follows a theory-driven approach rooted in the collaboration engineering methodology. Grounded in the calculative-based, relational-based and institution-based views of trust, we derive the following design requirements for collaboration processes on mobile banking platforms: security, privacy, transparency, familiarity, social presence and normality. By validating these requirements with expert interviews, we contribute to existing theory by adding transparency as a design requirement for a collaboration process that fosters trust. Moreover, contrary to existing theory, we did not confirm familiarity as a requirement in this study.Type: conference paper
PublicationMobile Contactless Payments Adoption Challenge in the Complex Network Actor EcosystemMobile contactless payments (MCP) technology brings an important dual use dilemma where consumer adoption can be halted if consumer is not fully persuaded that the security risk behind the technology use is very low. Currently, although many projects on the implementation of MCP solutions have commenced, MCP is still not picking up. Why? To fill this research gap and better understand how security is affecting MCP implementation, we employ triangulation approach to understand if security is the main obstacle to further adoption and extension of MCP solution. The results reveal that consumer security is the crucial factor in a successful MCP implementation. Our result offers important and new insights for practitioners as it provides a security dimension to consider in the entire contactless payment ecosystem.Type: conference paper
PublicationAdoption of Online Videos in Organizations : A Multi-Case ComparisonThe importance of online videos is increasing constantly. However, research has so far failed to provide an in-depth analysis of what has been driving the adoption of online videos within organizations. Thus, this study analyzes the adoption of online videos through case study research. We collected data from semi-structured interviews in four different organizations. A cross-case analysis shows that top-management and environmental characteristics drive the use of online videos. However, innovation and organizational characteristics do not influence the adoption of online videos in this study.Type: conference paper
PublicationType: book sectionVolume: 1. Aufl.