Internet Banking: An Interaction Building Channel for Bank-Customer Relationships
Banerjee, Madhumita (2009) Internet Banking: An Interaction Building Channel for Bank-Customer Relationships. In: Oliver, D. and Livermore, C.R. and Sudweeks, F., (eds.) Self-Service in the Internet Age. Computer Supported Cooperative Work (Chapter 10). London, UK: Springer, pp. 195-212. ISBN 978-1-84800-206-7Full text not available from this repository.
Official URL: http://dx.doi.org/10.1007/978-1-84800-207-4_10
This chapter examines the weakening and strengthening of relationships in technology determined bank–customer interactions . It focuses on the use of Internet banking for long-term service maintenance in a multiple channel usage context. The research findings from a study conducted with retail banking customers in the UK, indicate how customers combine the concepts of ‘convenience’ and ‘control’ in performing banking activities through Internet banking. In addition, while the users demand enhanced functionalities, the non-users seek innovation in customer service to aid their understanding and initiate their use of Internet banking. Such a scenario creates situations that transfer work back from the customers to the bank employees with likely changes in the roles and responsibilities of the frontline staff. As a social consequence of Internet banking usage, issues about the dichotomy of convenience and stress are also discussed. The potential of a virtual and remote channel like Internet banking in creating enhanced bank–customer relationships becomes salient with implications for organisational strategies.
|Item Type:||Book Item|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
|Divisions:||Faculty of Social Sciences > Warwick Business School > Marketing & Strategic Management
Faculty of Social Sciences > Warwick Business School
|Series Name:||Computer Supported Cooperative Work|
|Place of Publication:||London, UK|
|Book Title:||Self-Service in the Internet Age|
|Editor:||Oliver, D. and Livermore, C.R. and Sudweeks, F.|
|Number of Pages:||18|
|Page Range:||pp. 195-212|
|Access rights to Published version:||Restricted or Subscription Access|
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