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Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

Citations

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Cited by:

  1. Terpstra, Maarten & Verbeeten, Frank H.M., 2014. "Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry," European Management Journal, Elsevier, vol. 32(3), pages 499-508.
  2. Neslin, Scott A., 2022. "The omnichannel continuum: Integrating online and offline channels along the customer journey," Journal of Retailing, Elsevier, vol. 98(1), pages 111-132.
  3. Elisa Montaguti & Scott A. Neslin & Sara Valentini, 2016. "Can Marketing Campaigns Induce Multichannel Buying and More Profitable Customers? A Field Experiment," Marketing Science, INFORMS, vol. 35(2), pages 201-217, March.
  4. Li, Xi & Dahana, Wirawan Dony & Li, Tongmao & Yuan, Jingbo, 2021. "Behavioral changes of multichannel customers: Their persistence and influencing factors," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  5. Tom Fangyun Tan & Serguei Netessine, 2020. "At Your Service on the Table: Impact of Tabletop Technology on Restaurant Performance," Management Science, INFORMS, vol. 66(10), pages 4496-4515, October.
  6. Salmani, Yasamin & Partovi, Fariborz Y., 2021. "Channel-level resource allocation decision in multichannel retailing: A U.S. multichannel company application," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  7. Cambra-Fierro, Jesús & Kamakura, Wagner A. & Melero-Polo, Iguacel & Sese, F. Javier, 2016. "“Are multichannel customers really more valuable? An analysis of banking services”," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 208-212.
  8. Syed Imran Zaman & Sharfuddin Ahmed Khan & Sahar Qabool & Himanshu Gupta, 2023. "How digitalization in banking improve service supply chain resilience of e-commerce sector? a technological adoption model approach," Operations Management Research, Springer, vol. 16(2), pages 904-930, June.
  9. Santiago Carbó‐Valverde & Pedro J. Cuadros‐Solas & Francisco Rodríguez‐Fernández & José Juan Sánchez‐Béjar, 2024. "Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction," Global Policy, London School of Economics and Political Science, vol. 15(S1), pages 8-20, March.
  10. Terence J. V. Saldanha & Abhishek Kathuria & Jiban Khuntia & Benn R. Konsynski, 2022. "Ghosts in the Machine: How Marketing and Human Capital Investments Enhance Customer Growth When Innovative Services Leverage Self-Service Technologies," Information Systems Research, INFORMS, vol. 33(1), pages 76-109, March.
  11. Mi Zhou & Dan Geng & Vibhanshu Abhishek & Beibei Li, 2020. "When the Bank Comes to You: Branch Network and Customer Omnichannel Banking Behavior," Information Systems Research, INFORMS, vol. 31(1), pages 176-197, March.
  12. Teck-Hua Ho & Noah Lim & Sadat Reza & Xiaoyu Xia, 2017. "OM Forum—Causal Inference Models in Operations Management," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 509-525, October.
  13. Chang, Chun-Wei & Zhang, Jonathan Z., 2016. "The Effects of Channel Experiences and Direct Marketing on Customer Retention in Multichannel Settings," Journal of Interactive Marketing, Elsevier, vol. 36(C), pages 77-90.
  14. Laura Grassi & Nicolas Figini & Lorenzo Fedeli, 2022. "How does a data strategy enable customer value? The case of FinTechs and traditional banks under the open finance framework," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 8(1), pages 1-34, December.
  15. Hessam Bavafa & Lorin M. Hitt & Christian Terwiesch, 2018. "The Impact of E-Visits on Visit Frequencies and Patient Health: Evidence from Primary Care," Management Science, INFORMS, vol. 64(12), pages 5461-5480, December.
  16. Ruyi Ge & Zhiqiang (Eric) Zheng & Xuan Tian & Li Liao, 2021. "Human–Robot Interaction: When Investors Adjust the Usage of Robo-Advisors in Peer-to-Peer Lending," Information Systems Research, INFORMS, vol. 32(3), pages 774-785, September.
  17. Gensler, Sonja & Leeflang, Peter & Skiera, Bernd, 2013. "Comparing methods to separate treatment from self-selection effects in an online banking setting," Journal of Business Research, Elsevier, vol. 66(9), pages 1272-1278.
  18. Kinshuk Jerath & Anuj Kumar & Serguei Netessine, 2015. "An Information Stock Model of Customer Behavior in Multichannel Customer Support Services," Manufacturing & Service Operations Management, INFORMS, vol. 17(3), pages 368-383, July.
  19. Karen Ruckman & Nilesh Saraf & Vallabh Sambamurthy, 2015. "Market Positioning by IT Service Vendors Through Imitation," Information Systems Research, INFORMS, vol. 26(1), pages 100-126, March.
  20. Maik Dehnert, 2020. "Sustaining the current or pursuing the new: incumbent digital transformation strategies in the financial service industry," Business Research, Springer;German Academic Association for Business Research, vol. 13(3), pages 1071-1113, November.
  21. Yuqian Xu & Tom Fangyun Tan & Serguei Netessine, 2022. "The Impact of Workload on Operational Risk: Evidence from a Commercial Bank," Management Science, INFORMS, vol. 68(4), pages 2668-2693, April.
  22. Yan Dong & Yuliang Yao & Tony Haitao Cui, 2011. "When Acquisition Spoils Retention: Direct Selling vs. Delegation Under CRM," Management Science, INFORMS, vol. 57(7), pages 1288-1299, July.
  23. Zhang, Sha & Pauwels, Koen & Peng, Chenming, 2019. "The Impact of Adding Online-to-Offline Service Platform Channels on Firms' Offline and Total Sales and Profits," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 115-128.
  24. Ioannis Bellos & Stylianos Kavadias, 2019. "When Should Customers Control Service Delivery? Implications for Service Design," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 890-907, April.
  25. Tolga Bilgicer & Kamel Jedidi & Donald Lehmann & Scott Neslin, 2015. "The Long-Term Effect of Multichannel Usage on Sales," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 2(1), pages 41-56, March.
  26. Santiago Carbo-Valverde & Pedro Cuadros-Solas & Francisco Rodríguez-Fernández, 2020. "A machine learning approach to the digitalization of bank customers: Evidence from random and causal forests," PLOS ONE, Public Library of Science, vol. 15(10), pages 1-39, October.
  27. Tahir M. Nisar & Guru Prabhakar, 2017. "Exploring the key drivers behind the adoption of mobile banking services," Journal of Marketing Analytics, Palgrave Macmillan, vol. 5(3), pages 153-162, December.
  28. Parast, Mahour Mellat & Golmohammadi, Davood, 2019. "Quality management in healthcare organizations: Empirical evidence from the baldrige data," International Journal of Production Economics, Elsevier, vol. 216(C), pages 133-144.
  29. Anuj Kumar & Rahul Telang, 2012. "Does the Web Reduce Customer Service Cost? Empirical Evidence from a Call Center," Information Systems Research, INFORMS, vol. 23(3-part-1), pages 721-737, September.
  30. Danping Liu & Hedan Fang & Yuanmao Tang & Salmi Mohd Isa & Jinquan Tang, 2023. "Intelligent Technology Solutions and Banking Efficiency: The Impacts of Institutional Innovation and Consumer Participation," SAGE Open, , vol. 13(2), pages 21582440231, June.
  31. Fei Gao & Xuanming Su, 2018. "Omnichannel Service Operations with Online and Offline Self-Order Technologies," Management Science, INFORMS, vol. 64(8), pages 3595-3608, August.
  32. Hessam Bavafa & Anne Canamucio & Steven C. Marcus & Christian Terwiesch & Rachel M. Werner, 2022. "Capacity Rationing in Primary Care: Provider Availability Shocks and Channel Diversion," Management Science, INFORMS, vol. 68(4), pages 2842-2859, April.
  33. Shankar, Venkatesh & Kushwaha, Tarun, 2021. "Omnichannel marketing: Are cross-channel effects symmetric?," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 290-310.
  34. German F. Retana & Chris Forman & D. J. Wu, 2016. "Proactive Customer Education, Customer Retention, and Demand for Technology Support: Evidence from a Field Experiment," Manufacturing & Service Operations Management, INFORMS, vol. 18(1), pages 34-50, February.
  35. Francesco Fasano & Tiziana Rocca, 2024. "Does the bank-firm human relationship still matter for SMEs? The game-changing role of digitalization," Small Business Economics, Springer, vol. 62(1), pages 159-178, January.
  36. Tagashira, Takumi & Minami, Chieko, 2019. "The Effect of Cross-Channel Integration on Cost Efficiency," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 68-83.
  37. Gensler, Sonja & Leeflang, Peter & Skiera, Bernd, 2012. "Impact of online channel use on customer revenues and costs to serve: Considering product portfolios and self-selection," International Journal of Research in Marketing, Elsevier, vol. 29(2), pages 192-201.
  38. Eriksson, Kent & Hermansson, Cecilia & Jonsson, Sara, 2019. "The viability of the bank advisory service business model - effects of customers' trust, satisfaction and loyalty on client-level performance," Working Paper Series 19/4, Royal Institute of Technology, Department of Real Estate and Construction Management & Banking and Finance.
  39. Wen Chen & Adam J. Fleischhacker & Michael N. Katehakis, 2015. "Dynamic pricing in a dual‐market environment," Naval Research Logistics (NRL), John Wiley & Sons, vol. 62(7), pages 531-549, October.
  40. Marko Jakšič & Matej Marinč, 2019. "Relationship banking and information technology: the role of artificial intelligence and FinTech," Risk Management, Palgrave Macmillan, vol. 21(1), pages 1-18, March.
  41. Cuadros-Solas, Pedro J. & Cubillas, Elena & Salvador, Carlos, 2023. "Does alternative digital lending affect bank performance? Cross-country and bank-level evidence," International Review of Financial Analysis, Elsevier, vol. 90(C).
  42. Ali Alsiehemy, 2019. "An Assessment of Customer Retention with Self-Service Technologies: A Model Development," Business Management and Strategy, Macrothink Institute, vol. 10(1), pages 78-92, December.
  43. Kohsuke Matsuoka, 2020. "Exploring the interface between management accounting and marketing: a literature review of customer accounting," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 31(3), pages 157-208, September.
  44. Tagashira, Takumi, 2022. "Information effects of warehouse automation on sales in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  45. Katharina Hartinger & Erik Sarrazin & David J. Streich, 2025. "Banking for Boomers – A Field Experiment on Technology Adoption in Financial Services," Working Papers 2505, Gutenberg School of Management and Economics, Johannes Gutenberg-Universität Mainz, revised 02 Sep 2025.
  46. Alice Mazzucchelli & Roberto Chierici & Francesca Ceruti & Laura Gavinelli, 2017. "Competing in an omnichannel environment. e-tailers strategies and challenges," ESPERIENZE D'IMPRESA, FrancoAngeli Editore, vol. 2017(1), pages 5-28.
  47. Pushpinder Gill & Stephen K. Kim, 2021. "From franchisee experience to customer experience: their effects on franchisee performance," Journal of the Academy of Marketing Science, Springer, vol. 49(6), pages 1175-1200, November.
  48. Oliver Kimari Gitahi & Sedina Misango, Dr., 2020. "Influence Of Customer Retention Strategies On The Organization Performance Of Commercial Banks In Thika Town," European Journal of Business and Strategic Management, International Peer Review Journals and Books, vol. 5(2), pages 11-29.
  49. Mei Xue & Lorin M. Hitt & Pei-yu Chen, 2011. "Determinants and Outcomes of Internet Banking Adoption," Management Science, INFORMS, vol. 57(2), pages 291-307, February.
  50. Mingfeng Lin & Yong Liu & Siva Viswanathan, 2018. "Effectiveness of Reputation in Contracting for Customized Production: Evidence from Online Labor Markets," Management Science, INFORMS, vol. 64(1), pages 345-359, January.
  51. Famulok, Jakob & Kormanyos, Emily & Worring, Daniel, 2024. "Do investors use sustainable assets as carbon offsets?," SAFE Working Paper Series 431, Leibniz Institute for Financial Research SAFE.
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