Skip to main content
Article
A framework for assessing Web 2.0 customer interaction maturity: The case of the banking industry
BLED 2012 Proceedings
  • Rebecca Nueesch, University of St. Gallen, Switzerland
  • Thomas Puschmann, Business Engineering Institute St. Gallen AG, Switzerland
  • Rainer Alt, University of Leipzig, Germany
Publication Date
6-20-2012
Abstract

Web 2.0 applications change future customer interaction. This paper develops a framework that enables companies to assess their current stage of Web 2.0 maturity. It enhances existing approaches by adding customer-focused Web 2.0 design patterns and applies it at the case of six top-ranked international banks. The results reveal that the potentials of customer-bank interaction through Web 2.0 within the banking industry are not fully tapped yet.

Citation Information
Rebecca Nueesch, Thomas Puschmann and Rainer Alt. "A framework for assessing Web 2.0 customer interaction maturity: The case of the banking industry" (2012)
Available at: http://works.bepress.com/rainer_alt/72/