A framework for assessing Web 2.0 customer interaction maturity: The case of the banking industryBLED 2012 Proceedings
AbstractWeb 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 InformationRebecca 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/