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Article
Towards customer-oriented electronic markets – A survey among digital natives in the financial industry
BLED 2012 Proceedings
  • Stephan Sachse, University of Leipzig, Germany
  • Thomas Puschmann, University of St. Gallen, Switzerland
  • Rainer Alt, University of Leipzig, Germany
Publication Date
6-20-2012
Abstract
The financial industry is in midst of a fundamental transformation. Changes in customer behavior and the impact of information technology are believed to change the financial industry from hierarchical to market-based structures. Although electronic markets in the financial services industry are well known in B2B processes such as e.g. stock exchanges, only little research has been undertaken This research indicates in a survey among digital natives that the use of electronic and mobile channels, cross-channel management, multi-vendor integration, online social networks and non-banks as service providers are becoming much more relevant in the future and thus support the hypothesis of a shift towards a more customer-oriented B2C electronic market model in the financial industry.
Citation Information
Stephan Sachse, Thomas Puschmann and Rainer Alt. "Towards customer-oriented electronic markets – A survey among digital natives in the financial industry" (2012)
Available at: http://works.bepress.com/rainer_alt/11/