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Digital transformation in corporate banking : toward a blended service model
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Loska, Gergely and Uotila, Juha (2024) Digital transformation in corporate banking : toward a blended service model. California Management Review . doi:10.1177/00081256231207429 ISSN 0008-1256. (In Press)
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Official URL: https://doi.org/10.1177/00081256231207429
Abstract
Digital technologies challenge incumbent firms to rethink their established approaches to customer relationships. This article examines how a corporate bank reconfigured its relationship-oriented business model to benefit from digital transformation. The case analysis reveals a gradual transition toward a blended service model that first replaces, then complements, and finally augments physical with digital in increasingly complex customer interactions. While replacing and complementing human-enabled services with digital offerings are necessary steps of the digital transition, the associated competitive advantages are perceived as unlikely to endure. In contrast, augmenting human-enabled services with sophisticated digital technologies holds the potential for sustainable competitive advantage.
Item Type: | Journal Article | ||||||||
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Divisions: | Faculty of Social Sciences > Warwick Business School | ||||||||
Journal or Publication Title: | California Management Review | ||||||||
Publisher: | Sage Publications Ltd. | ||||||||
ISSN: | 0008-1256 | ||||||||
Official Date: | 2024 | ||||||||
Dates: |
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DOI: | 10.1177/00081256231207429 | ||||||||
Status: | Peer Reviewed | ||||||||
Publication Status: | In Press | ||||||||
Access rights to Published version: | Restricted or Subscription Access | ||||||||
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