The impact of internet banking on business-customer relationships (are you being self-served?)

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dc.contributor.author Johns, Raechel en_US
dc.contributor.author Perrott, Bruce en_US
dc.contributor.editor en_US
dc.date.accessioned 2010-05-28T09:54:21Z
dc.date.available 2010-05-28T09:54:21Z
dc.date.issued 2008 en_US
dc.identifier 2007005454 en_US
dc.identifier.citation Johns Raechel and Perrott Bruce 2008, 'The impact of internet banking on business-customer relationships (are you being self-served?)', Emerald Group, vol. 26, no. 7, pp. 465-482. en_US
dc.identifier.issn 0265-2323 en_US
dc.identifier.other C1 en_US
dc.identifier.uri http://hdl.handle.net/10453/10140
dc.description.abstract Purpose ? The purpose of this paper is to show how technology has dramatically altered the way businesses operate in a business-to-business (B2B) context and has had profound influences on services, altering the way services are delivered. It is believed that the increased use of self-service technologies (SSTs) impacts on B2B relationships. The paper seeks to explore the impact of the use of internet banking on business relationships. Design/methodology/approach ? The paper reviews the results and implications of recent exploratory research conducted with a small sample of Australian business bank customers. Findings ? It was expected that perceptions of technology would impact on the relationship. However, it was the perception of the relationship which led respondents to develop a perception of the technology. Further research is recommended. Practical implications ? Banks are encouraging internet banking to reduce service delivery costs and improve service quality for customers. However, a greater understanding of the impact of this on relationships is essential. Originality/value ? The importance of developing and fostering relationships with customers has long been regarded as important within services marketing and also within B2B relationships. However, there is little discussion of the impact of self-service technologies on business relationships. en_US
dc.language en_US
dc.publisher Emerald Group en_US
dc.relation.hasversion Accepted manuscript version
dc.rights This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here (http://epress.lib.uts.edu.au/research/handle/10453/10140). Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.
dc.title The impact of internet banking on business-customer relationships (are you being self-served?) en_US
dc.title.alternative Are you being self served: An empirical study of the impact of Self Service Technologies in a B2B context
dc.parent International Journal of Bank Marketing en_US
dc.journal.volume 26 en_US
dc.journal.number 7 en_US
dc.publocation Bingley, UK en_US
dc.identifier.startpage 465 en_US
dc.identifier.endpage 482 en_US
dc.cauo.name BUS.School of Marketing en_US
dc.conference Verified OK en_US
dc.for 150503 en_US
dc.personcode 0000035461 en_US
dc.personcode 950580 en_US
dc.percentage 100 en_US
dc.classification.name Marketing Management (incl. Strategy and Customer Relations) en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom en_US
dc.date.activity en_US
dc.location.activity en_US
dc.description.keywords Business-to-business marketing, Production management, Relationship marketing, Self service en_US
dc.staffid 950580 en_US


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