Uncovering the digitalization impact on consumer decision-making for checking accounts in banking

2022 | Electronic Markets | Citations: 0

Authors: Dehnert, Maik; Schumann, Josephine

Abstract: Checking account providers must understand the importance of digital and non-dig ... Expand

Abstract: Checking account providers must understand the importance of digital and non-digital service attributes across different customer segments to achieve a product-market fit in digitalization. In particular, various latent personal characteristics influence customer choices in digital banking. However, there is only limited research on banking customer behavior beyond the technology acceptance model, and none that explores customer preferences for checking accounts experimentally. Against this background, we present the results of a discrete choice experiment on customer preferences towards checking accounts in Germany. The outcome of the paper is a detailed quantitative assessment of the relationships between checking account service attributes and a set of latent influencing factors on choice. While customer service experience, the scope of services, and professional expertise are identified as re-occurring critical aspects for customers when choosing their banking service provider, the type of provider and digital product innovation showed little impact on customer choice overall. In multigroup analyses, we reveal the moderating impact of influencing factors on the preference of checking account service attributes. Additional segmentation analyses point to six customer segments from which four still prefer a traditional operating model. The largest segment of traditional product-innovative customers prefers digitalized, i.e., data-driven checking accounts in a mixed-mode with human customer advisory and on-site branch services from a traditional bank. At the other end of the spectrum, a small innovative Fintech customer segment, influenced by non-pragmatism and social norms, prefers a purely digital operating model with data-driven applications in banking. Collapse

Topics: customer service innovation management electronic finance digital service social influence

Methods: experiment survey partial least squares path modeling discrete choice experiment computational algorithm

Design Dimensions for Enterprise-Wide Data Management:

2020 | HICSS | Citations: 0

Authors: Schilling, Raphael; Aier, Stephan; Winter, Robert; Haki, Kazem

Abstract: To unlock additional business value, most enterprises are intensifying their ent ... Expand

Abstract: To unlock additional business value, most enterprises are intensifying their enterprise-wide data management. In the case of the globally operating bank, we base this article on, a Chief Data Officer (CDO) organization is established for providing data governance and, in a second step, pushing data driven innovation forward. As many employees of the bank were not yet familiar with (or did not acknowledge) the need for enterprise-wide data management, this evolution exhibits characteristics of an organizational learning process. CDOs may want to actively steer this learning process by purposefully designing and adjusting their data management approach over time. Based on the major controversies the CDO has been confronted with, we propose four design dimensions for enterprise-wide data management and discuss the considerations for their configuration: (I) objective, (II) governance, (III) organization of data analytics, and (IV) expertise. Collapse

Topics: data management innovation management analytical information system data quality organizational value

Methods: qualitative interview case study data modeling personal interview single case study

How to Structure a Company-wide Adoption of Big Data Analytics

2019 | International Conference on Business Informatics | Citations: 0

Authors: Bürger, Olga

Abstract: Driven by increasing amounts of data and by emerging technologies to store and a ... Expand

Abstract: Driven by increasing amounts of data and by emerging technologies to store and analyze them, companies adopt Big Data Analytics (BDA) to improve their innovativeness and decision-making. However, adopting BDA across the company in the sense of an insight-driven organization (IDO) is challenging, since it influences the entire company and requires an organizational change. Despite mature knowledge, approaches that provide concrete methods for structuring the company-wide adoption of BDA to fully exploit the benefits of BDA and to reduce the risk of its failure are still missing. Following action design research, we developed and evaluated a method for structuring the company-wide adoption of BDA in a concerted research effort at a German bank. Based on knowledge of BDA and the roadmapping approach, the method structures the adoption along the BDA capabilities. We illustrate how companies can define a target state, identify gaps, and derive a BDA roadmap. Collapse

Topics: Chief Information Officer innovation management data quality change management organizational transformation

Methods: design principle action design research design science personal interview literature study

Organizational Module Design and Architectural Inertia: Evidence from Structural Recombination of Business Divisions

2018 | Organization Science | Citations: 5

Authors: Albert, Daniel

Abstract: The modular organization has been found to be particularly effective in explorin ... Expand

Abstract: The modular organization has been found to be particularly effective in exploring and adapting to changing environments. One powerful means of exploration has been argued to be structural recombination—that is, the splitting and merging of modules. Once undertaken, structural recombination can lead to novel architectural opportunities that enable greater innovation and long-term performance. However, little research exists that explores whether and to what extent a focal module may be readily available for recombinatory opportunities in the first place. In this paper, I investigate the design hierarchy choices related to visibility and information hiding in organizational module designs (i.e., business divisions). In a longitudinal sample of 222 divisions in 18 of the largest European universal banks, I find support for modularity-informed predictions in which visibility and information hiding affect module recombination decisions. In a post hoc analysis, I explore a complementary theoretical explanation of divisions and subunits engaging in political influence. The post hoc results suggest the existence of both a design and a politics component in recombination efforts. I therefore propose that in an organizational context, integrating a political lens into the modularity framework may be of great value in deepening our understanding of how reorganization decisions come about. The online appendices are available at https://doi.org/10.1287/orsc.2018.1210. Collapse

Topics: accounting missing data innovation management accounting standard organizational change

Methods: robustness check post-hoc analysis Student's t-test parametric test hazard function

Theories: political theory

Enhancing Soa With Service Lifecycle Management - Towards A Functional Reference Model

2013 | European Conference On Information Systems | Citations: 2

Authors: Fischbach, Michael Max; Puschmann, Thomas; Alt, Rainer

Abstract: Service-orientation aims at decomposing monolithic application systems into serv ... Expand

Abstract: Service-orientation aims at decomposing monolithic application systems into services, i.e. functional units that adhere to certain criteria such as standardized interfaces and the ability to be flexibly combined with each other. With the growing diffusion of this paradigm, the management of an increasing number of services along their lifecycle (Service Lifecycle Management - SLM) is becoming a success factor. Although comprehensive IT support is not the only ingredient for successfully managing services, it is a contribution to compensate for the growing complexity inherent in any SOA. Surprisingly, the topic of application support in SLM has not yet received systematic coverage in the literature from a functional perspective. This paper proposes a functional reference model for SLM and describes the underlying design process. The model supports practitioners in analyzing, designing and implementing software support for SLM. It further enables to compare and evaluate software solutions and as such it supports IT investment decisions. Scientifically the model represents an approach towards designing information systems in the area of SLM. The paper argues that companies should pursue a best-of-breed approach, as there is no single solution available that comprehensively supports the entire lifecycle. Further, the lack of application support of SLM in practice mainly stems from the absence of integrated solutions and missing knowledge on how to evaluate potential applications. Collapse

Topics: system support ITIL

Methods: reference modelling case study focus group design science design process

Complexity In Enterprise Architectures - Conceptualization And Introduction Of A Measure From A System Theoretic Perspective

2013 | European Conference On Information Systems | Citations: 0

Authors: Schuetz, Alexander; Widjaja, Thomas; Kaiser, Jasmin

Abstract: Measurability is the essential basis for management. Although the management of ... Expand

Abstract: Measurability is the essential basis for management. Although the management of complexity is a central task of CIOs and IT-architects, literature has not proposed a concrete measure to quantify complexity in enterprise architectures so far. Against this background the contribution of this paper is a) the introduction of a system theoretic conceptualization of complexity in enterprise architectures and b) a measure to quantify complexity in enterprise architectures. We define complexity as the number and the heterogeneity of the components and relations of an enterprise architecture. The proposed measure to quantify complexity in an enterprise architecture is based on Entropy, i.e. an established measure in various fields of research such as software engineering or economics. The applicability of the conceptualization and the proposed measure to quantify complexity is demonstrated in cooperation with IT-architects of an IT organization of a leading global universal bank. Collapse

Topics: database system enterprise architecture operating system systems development search engine

Methods: structured literature research literature study journal ranking

Outcomes and success factors of enterprise IT architecture management: empirical insight from the international financial services industry

2011 | European Journal of Information Systems | Citations: 205

Authors: Schmidt, Christian; Buxmann, Peter

Abstract: Within the last decades, corporate information technology (IT) environments have ... Expand

Abstract: Within the last decades, corporate information technology (IT) environments have approached considerable degrees of complexity. As a consequence, IT has become increasingly difficult to manage resulting in high costs and poor flexibility. Today, it is generally acknowledged that the sustainability of corporate IT environments can only be ensured through a continuous and long-term management on the level of the Enterprise (IT) Architecture (EA). To address this, many firms have implemented a dedicated Enterprise (IT) Architecture Management (EAM) function. However, little is known yet on the effectiveness of such functions and the factors influencing EAM success. Within this research, we thus seek to answer two main questions: (1) do firms adopting EAM perform better with regard to high-level information management objectives like IT flexibility and IT efficiency, and if so, (2) what are the critical success factors in attaining these goals? To answer these questions, a field survey was conducted within the international financial services industry. The results provide evidence that the implementation of an EAM function is in fact supportive in the creation and sustainment of IT efficiency and IT flexibility. Several factors are shown to be of critical importance for achieving these goals with architectural governance being the most important one. Collapse

Topics: IS agility system efficiency information management electronic mail mergers and acquisition

Methods: survey qualitative interview partial least squares regression structural equation modeling Student's t-test

Theories: evolutionary theory organizational theory

A Framework for the Design of Service Maps

2010 | Americas Conference on Information Systems | Citations: 4

Authors: Kohlmann, Falk; Börner, René; Alt, Rainer

Abstract: The concept of service-oriented architecture (SOA) is recognized as an important ... Expand

Abstract: The concept of service-oriented architecture (SOA) is recognized as an important enabler for business transformation and application integration. Service maps emerge when individual services are (pre)configured on various architectural levels. For example, business-oriented service maps sustain the communication and coordination among participants within and between businesses. Difficulties occur when, based on different service design strategies, heterogeneous service maps are created which need to be aligned. A methodological approach to establish a systematic design process for such service maps within companies or business networks is needed. Collapse

Topics: service oriented architecture

Methods: case study literature study qualitative interview single case study design science

Knowledge Management Capabilities in CRM: Making Knowledge For, From, and About Customers Work

2005 | Americas Conference on Information Systems | Citations: 0

Authors: Dous, Malte; Salomann, Harald; Kolbe, Lutz; Brenner, Walter

Abstract: In recent years, companies have integrated their customer relationship managemen ... Expand

Abstract: In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this article we present the findings of a survey of customer-related KM initiatives’status quo within organizations as the first step of a two-stage research approach. In a second step we build on the survey’s findings by presenting a cross-case analysis. The case studies that we conducted can be considered "good practices" that enhance CRM initiatives by applying knowledge for, from or about customers. Based on the case study analysis, we derive a conceptual framework for successfully implementing knowledge-based CRM initiatives in practice. Apart from these practical recommendations, we also discuss further research issues in the domain of customer knowledge management. Collapse

Topics: critical success factor knowledge repository knowledge management business process management

Methods: survey case study multiple case study personal interview qualitative interview

IT Enabled Sophistication Banking

2000 | European Conference On Information Systems | Citations: 0

Authors: Buhl, H U; Kundisch, D; Leinfelder, A; Steck, W

Abstract: Globalization of financial markets resulting from both IT (particularly internet ... Expand

Abstract: Globalization of financial markets resulting from both IT (particularly internet standards) and increasing homogeneity of regulation has strongly affected the environment, financial services companies are operating in. Given these changes on the market, innovation is not a choice, but a necessity to survive. Observable today, however, are defensive strategies and poor service quality. In this paper based on investments in trust relationships with customers we propose Sophistication (fit) Banking enabled by IT and qualified staff. While traditional markets are characterized by shrinking margins and declining shareholder values, which can easily be explained by considering the digital character of financial products, new intermediaries for customer-centered Sophistication (fit) Banking have the opportunity of becoming spiders in the web and increasing shareholder values constantly. Collapse