New technologies, such as the Internet and mobile phones, give companies possibilities to deliver services to customers in multiple ways. In this article we analyse how banks have used the possibilities and how their retail customers have adopted new channels for different services. We developed a model for efficient delivery strategies based on institutional economics. The alternative generic strategies are predefined contracts, self-service and use of service personnel to obtain full service, The structuredness of services and level of channel automation determine what strategy should be used in a given situation. We conducted a mail survey on the use of delivery channels for retail banking services. The results indicate that customers’ behaviour match rather well with the strategies that are efficient to produce the services. However, some deviations were also observed. These discrepancies were analysed and new insights generated to understand better the customer choice of service channels. Our model and the empirical findings can be used to develop the delivery of banking services, but more importantly, other industries might find them useful when creating same kind of service infrastructures as the banks already have.
Blockchain and distributed ledger technologies (BC/DLT) are one of the hottest hype information technologies. Within BC/DLT regulatory development, virtual currency regulations have dominated both research and regulative work. At the same time, the impacts on virtual currency regulation on their developers and users have been investigated limitedly, especially empirically. This article fills this research gap. The present article reviews research on regulatory frameworks, approaches and regulations primarily within the European Union (EU) as the empirical data is collected within one EU member state. The virtual currency regulation use case of the country is also described. Survey data was collected from 40 virtual currency service developers and users with the help of three BC/DLT and fintech associations. The detected 27 regulatory expectations were rank-ordered with 164 pairwise comparisons by using the analytic hierarchy process (AHP) based Wiki Survey method. The respondents indicated that increased clarity of taxation is their most important regulatory expectation followed by regulators’ understanding about the nature of distributed ledgers. This article contributes to research by consolidating findings on regulations, by empirically investigating developers’ and users’ regulatory expectations and by extending the use of the Wiki Survey to fintech and BC/DLT studies.
The approximately 10 year history of mobile payment services is characterized by numerous failures and promising but yet uncertain future. Against this background we take a look at why a dominant design has not emerged for this payment services market in Finland, despite dozens of efforts and continuous user interest even when necessary technologies, competencies, attitudes, regulation and opportunities have existed. We developed a multidisciplinary framework to answer this question. The framework integrates the constructs and findings of earlier research on the emergence of dominant designs with the findings of the case, for which data was collected over five years. We also extended earlier research by analyzing the issue from the era of ferment to present.
As payments by mobile phones are an enabling technology, the adoption of mobile payments is believed to significantly influence the successful emergence of electronic and mobile commerce. In recent years, several mobile payment solutions have been launched, including the Mobipay in Spain, Moxmo in The Netherlands, M-pay in UK, and Pan-European SimPay. With the exception of mobile service purchases, however, consumer and merchant acceptance of these solutions has remained marginal. We discuss consumer and merchant adoption of mobile payments and suggest drivers and barriers for this adoption. We also describe potential mobile payment application areas and identify areas in which mobile payments have the highest and lowest possibility to succeed. The information is based on extensive research conducted among Finnish consumers and merchants. The relevance of the results to other markets also is considered briefly in the discussion section of this chapter.Request access from your librarian to read this chapter's full text.
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ICT has a significant role in the development and production of municipal services, and in the daily work of municipal civil servants. Yet, municipalities typically develop and operate their ICT activities independently with limited ICT resources, both money and...
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No abstract is provided for this article.
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Suomen Pankin projekti Suomalaiset maksutavat ennakoi suomalaisten maksutottumusten olevan suurten muutosten edessa. Muutosten syita ovat muun muassa eurooppalaisten maksujarjestelmien integroituminen ja standardoituminen, maksupalveluja koskevan lainsaadannon ja saantelyn EU-tasoinen kehittaminen, maksupalvelujen kustannustekijoiden ja hinnoittelukaytantojen muutokset seka tekniikan kehityksen tarjoamat uudet mahdollisuudet. Viime vuosina on kehitetty paljon uusia maksuvalineita ja -palveluita, joille on tunnusomaista tieto- ja viestintatekniikan kayttoon perustuvan automaation lisaantyminen.Harva uusi palvelu on menestynyt.Maksamisen muutoksia koskevan ymmarryksen lisaamiseksi tassa tutkimusraportissa selvitetaan kuluttajien tarpeiden, mieltymysten ja tottumusten vaikutusta uusien maksutapojen kayttoonottoon.Tutkimusaineisto kerattiin syyskuussa 2005 postikyselylla, jossa kaytiin lapi keskeiset maksutavat. Kysely lahetettiin 2000:lle satunnaisotannalla poimitulle suomalaiselle kuluttajalle.Tutkimuksen tulosten mukaan maksuvalineen turvallisuus ja luotettavuus koetaan tarkeimmiksi uuden maksutavan ominaisuuksiksi.Muita tarkeiksi koettuja maksuvalineen ominaisuuksia ovat tiedon saanti maksutapahtumasta, yhteensopivuus ostamis- ja maksutottumuksiin, laajakayttoisyys, helppokayttoisyys, ajan tai rahan saasto seka riippumattomuus ajasta ja paikasta.Uudet maksutavat - sahkoinen lasku ja ostosten maksaminen matkapuhelimella - eivat vuoteen 2010 mennessa syrjayta vakiintuneita maksutapoja arvioituna sen perusteella, mitka ovat kuluttajille tarkeimpia ominaisuuksia.Luotettavuus tai hinnoittelu ei erottele tarkeimpien uusien maksutapojen - sahkoinen lasku ja matkapuhelimella maksaminen - kayttoon myonteisesti ja kielteisesti suhtautuvia.Suppea joukko tekijoita erottelee maksutapojaan muuttavat maksutapojaan muut4 tamattomista.Maksutavan helppokayttoisyys vaikuttaa aikeisiin maksaa seka sahkoisella laskulla etta matkapuhelimella.Yhteensopivuus (laajakayttoisyys) ja helppokayttoisyys ovat matkapuhelimella maksamiseen vaikuttavia erottelevia tekijoita.
No abstract is provided for this article.
According to mainstream financial theory, rational consumers optimize the risk-reward ratio of their wealth by allocating wealth to various assets. Many social-psychological theories explain consumer behavior as substantially cognitive processes. Within the context of consumer wealth management, our article answers two research questions. First, how do consumers perceive wealth in general and different asset classes, in particular? We also investigate how various sources of values and experience influence consumers’ wealth management related decisions. As we explore empirically various wealth perceptions and motives, we address the second research question; how well do empirically discovered motives relate to those proposed by financial and social psychological theories? We collected empirical data in Finland with eleven financial expert interviews, six consumer focus group discussions and a survey questionnaire responded cumulatively by 702 consumers and 43 financial experts. Motivated by the empirical findings, we introduce the concept of hidden wealth to describe consumers’ wealth management behavior. According to our findings, consumers have predominantly other motives than those proposed by financial theory, and their behavior is significantly influenced by several factors. Security appears as the dominant goal and motive of wealth management. Even in the case of financial assets related decision making, the importance of social values, past experience, feelings and intuition appears to override the importance of risk – return thinking as the source of behavioral motives. We also found differences in how various wealth categories are perceived. A distinctive feature of our study is that we collected empirical data from two independent sources. The underlying tone of the wealth perceptions is shared by consumers and financial experts. Finally, we discuss the significance of our findings by relating our findings to relevant theories as well as the implications of our research both for research and practice.
The business criticality of information systems (IS) and their development (ISD) appear to have increased recently. Backsourcing, cosourcing and multisourcing of ISD are some of the consequences. They, in turn, extend the need for understanding how to select information systems development methods (ISDM). In this research, we first condensed the knowledge base of ISDM selection research into nine recommendations. We then interviewed 28 ISDM experts and asked them to evaluate how useful the extant ISDM selection recommendations of prior research are to IS user organizations. We discovered that most recommendations were perceived outdated and only limitedly useful. We finally contemplated that paying more attention to how ISDMs are used in business development contexts is a means to increase the usefulness of ISDM selection recommendations.
In literature, Information Technology outsourcing is often investigated as a generic phenomenon. In practice, outsourcing transactions and services are varying. Hence IT services can be outsourced selectively or as a whole. We investigate the outsourcing of firm-wide IT infrastructure, and evaluate empirically if the successes of selective and total outsourcing differ, as a whole and in technology and application related services. We utilize a new instrument to measure IT-outsourcing success. Not surprisingly, total outsourcers have more ambitious objectives than selective outsourcers, whereas there are no significant differences in outsourcing success for either service type. Our results imply that there is little connection between the targets and the success of outsourcing, since perceptions of success are similar despite different targets. Our results also indicate that evaluations of total outsourcing success dominate evaluations of individual success items. To practitioners we suggest that in order to achieve the objectives set for outsourcing, they must prioritize objectives clearly and measure their achievement repeatedly throughout the entire life-cycle of an outsourcing transaction.
32. blejska eKonferenca: približevanja tehnologije ljudem s ciljem trajnostnega razvoja družbe. Bled eConference, ki jo organizira Fakulteta za organizacijske vede Univerze v Mariboru že od leta 1988 sooblikuje elektronsko poslovanje. Bled eConference je najstarejša, najbolj tradicionalna in dobro poznana konferenca s tega področja, ki ima že več kot 30 let tradicije. Tema letošnje, 32. konference je posvečena približevanja tehnologije ljudem s ciljem trajnostnega razvoja družbe. V letu 2018 je Evropska Komisija poudarila, da bo v prihodnosti konkurenčnost odvisna od sposobnosti trajnostnega delovanja, učinkovite rabe sredstev in sposobnosti uporabe prednosti, ki jih prinašajo digitalne tehnologije. V kontekstu digitalne družbe vpeljevanje digitalnih tehnologij z namenom doseganja boljše učinkovitosti in konkurenčne prednosti ne zadošča več. Družba zahteva nove, odgovornejše, pravičnejše in manj izkoriščevalne ekonomske modele. Na letošnji konferenci naslavljamo različne vidike izzivov s katerimi se organizacije soočajo in podajamo usmeritve, kako se soočiti z in premagati različne izzive na poti k uspešni digitalni preobrazbi. Tematike, ki jih pokrivajo prispevki v zborniku se osredotočajo na: digitalno preobrazbo, prenovo poslovnih modelov, veriženje podatkovnih blokov, družbene medije, masovne podatke in podatkovne vede, sisteme za podporo odločanju, eZdravje, digitalni wellness in dobrobit; nove organizacijske modele ter nove pristope na področju izobraževanja v digitalni ekonomiji.
Information systems development (ISD) often fails. Requirements engineering (RE) problems rank high in ISD project failure statistics. RE is often regarded as the link between business (processes) (BP) and IS. Thus, in RE, the BP and IS requirements need to be synchronized. We conducted three case studies to investigate RE problems and the reasons for them, especially to contemplate how to synchronize business process and IS development requirements in plan-driven (waterfall) and change-driven (agile) projects. Investigated cases indicate that the ontological and epistemological matching of IS and BP requirements engineering methods improves requirements quality.
