Value creation framework for multi-channel services in banking industry
Nowadays, banking industry analogous with another industries has been encountered with digital transformation. Such transformation stemmed from convergence technologies. The underpinning point of convergency in such technologies is employing multi-channel services in order to delightful and remarkab...
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| Format: | Article |
| Language: | fas |
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Allameh Tabataba'i University Press
2019-09-01
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| Series: | Muṭāli̒āt-i Mudīriyyat-i Ṣan̒atī |
| Subjects: | |
| Online Access: | https://jims.atu.ac.ir/article_10353_0b92b0af9eaa3e7d16568a402c09a3f5.pdf |
| _version_ | 1797367655713210368 |
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| author | Manochehr Zamani Farizhandi Payam Hanafizadeh Zohreh Dehdashti Shahrokh |
| author_facet | Manochehr Zamani Farizhandi Payam Hanafizadeh Zohreh Dehdashti Shahrokh |
| author_sort | Manochehr Zamani Farizhandi |
| collection | DOAJ |
| description | Nowadays, banking industry analogous with another industries has been encountered with digital transformation. Such transformation stemmed from convergence technologies. The underpinning point of convergency in such technologies is employing multi-channel services in order to delightful and remarkable customer experience. Based on the importance of customer experience, multi-channel services in banking industry has assumed significance attention among banking practitioners and scholars. Consequently, delivering services through different, aligned and complementary channels pointed as strategic requirement in banking industry. Accordingly, this study seeks to develop a framework for value creation for multi-channel services in banking. To accomplish such an objective, utilizing content analysis technique, 47 articles published in the realm of multi-channel services in banking in the period 2004 to 2019 considered and assessed. The findings suggest that a value creation framework for multi-channel services in banking must consider different factors such as: beliefs about intelligent financial behaviors, customer enablers, intelligent norms, intelligent tasks and intelligent technologies. |
| first_indexed | 2024-03-08T17:21:23Z |
| format | Article |
| id | doaj.art-077d6722039041769b8b2bf84d81b56c |
| institution | Directory Open Access Journal |
| issn | 2251-8029 2476-602X |
| language | fas |
| last_indexed | 2024-03-08T17:21:23Z |
| publishDate | 2019-09-01 |
| publisher | Allameh Tabataba'i University Press |
| record_format | Article |
| series | Muṭāli̒āt-i Mudīriyyat-i Ṣan̒atī |
| spelling | doaj.art-077d6722039041769b8b2bf84d81b56c2024-01-03T04:45:28ZfasAllameh Tabataba'i University PressMuṭāli̒āt-i Mudīriyyat-i Ṣan̒atī2251-80292476-602X2019-09-01175414118210.22054/jims.2019.37851.221110353Value creation framework for multi-channel services in banking industryManochehr Zamani Farizhandi0Payam Hanafizadeh1Zohreh Dehdashti Shahrokh2Department of Industrial Management, Faculty of Management and Accounting, Allameh Tabataba’i UniversityDepartment of Industrial Management, Faculty of Management and Accounting, Allameh Tabataba'i University, Tehran, IranDepartment of Marketing Management, Faculty of Management and Accounting, Allameh Tabataba’i UniversityNowadays, banking industry analogous with another industries has been encountered with digital transformation. Such transformation stemmed from convergence technologies. The underpinning point of convergency in such technologies is employing multi-channel services in order to delightful and remarkable customer experience. Based on the importance of customer experience, multi-channel services in banking industry has assumed significance attention among banking practitioners and scholars. Consequently, delivering services through different, aligned and complementary channels pointed as strategic requirement in banking industry. Accordingly, this study seeks to develop a framework for value creation for multi-channel services in banking. To accomplish such an objective, utilizing content analysis technique, 47 articles published in the realm of multi-channel services in banking in the period 2004 to 2019 considered and assessed. The findings suggest that a value creation framework for multi-channel services in banking must consider different factors such as: beliefs about intelligent financial behaviors, customer enablers, intelligent norms, intelligent tasks and intelligent technologies.https://jims.atu.ac.ir/article_10353_0b92b0af9eaa3e7d16568a402c09a3f5.pdfbanking industrymulti-channelcontent analysiscustomer experiencedigital transformation |
| spellingShingle | Manochehr Zamani Farizhandi Payam Hanafizadeh Zohreh Dehdashti Shahrokh Value creation framework for multi-channel services in banking industry Muṭāli̒āt-i Mudīriyyat-i Ṣan̒atī banking industry multi-channel content analysis customer experience digital transformation |
| title | Value creation framework for multi-channel services in banking industry |
| title_full | Value creation framework for multi-channel services in banking industry |
| title_fullStr | Value creation framework for multi-channel services in banking industry |
| title_full_unstemmed | Value creation framework for multi-channel services in banking industry |
| title_short | Value creation framework for multi-channel services in banking industry |
| title_sort | value creation framework for multi channel services in banking industry |
| topic | banking industry multi-channel content analysis customer experience digital transformation |
| url | https://jims.atu.ac.ir/article_10353_0b92b0af9eaa3e7d16568a402c09a3f5.pdf |
| work_keys_str_mv | AT manochehrzamanifarizhandi valuecreationframeworkformultichannelservicesinbankingindustry AT payamhanafizadeh valuecreationframeworkformultichannelservicesinbankingindustry AT zohrehdehdashtishahrokh valuecreationframeworkformultichannelservicesinbankingindustry |