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Modelling Customer Behaviour in Multi-channel Service Distribution

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Enterprise Applications and Services in the Finance Industry (FinanceCom 2008)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 23))

Abstract

Financial service providers are innovating their distribution strategy into multi-channel strategies. The success of a multi-channel approach and the high investments made in information systems and enterprise architectures depends on the adoption and multi-channel usage behaviour of consumers. We build a model that explains such multi-channel customer behaviour. We take the Technology Acceptance Model as a starting point and extent this model with insights from Expectation Disconfirmation Theory and Customer Choice theory. The model takes into consideration three important elements of multi-channel customer behaviour: trial/adoption, choice and continued use. The model is sophisticated, yet simple and refers to expectations and experiences with concrete channels (which are actually perceived by customers), not to abstract notions like for instance channel configurations.

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Author information

Authors and Affiliations

  1. Universiteit van Amsterdam Business School and Hogeschool van Amsterdam Instituut voor Informatica, Weesperzijde 190, 1097 DZ, Amsterdam, The Netherlands

    Dick Heinhuis

  2. Universiteit van Amsterdam Business School, Roetersstraat 11, 1018 WB, Amsterdam, The Netherlands

    Erik J. de Vries

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  1. Dick Heinhuis
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  2. Erik J. de Vries
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Editors and Affiliations

  1. Brandenburg University of Technology, 03013, Cottbus, Germany

    Dennis Kundisch

  2. University of Mannheim, 68131, Mannheim, Germany

    Daniel J. Veit

  3. University of Bamberg, 96045, Bamberg, Germany

    Tim Weitzel

  4. Lehrstuhl für Informationsbetriebswirtschaftslehre, Universiät Karlsruhe (TH), Englerstr. 14, 76131, Karlsruhe, Germany

    Christof Weinhardt

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Heinhuis, D., de Vries, E.J. (2009). Modelling Customer Behaviour in Multi-channel Service Distribution. In: Kundisch, D., Veit, D.J., Weitzel, T., Weinhardt, C. (eds) Enterprise Applications and Services in the Finance Industry. FinanceCom 2008. Lecture Notes in Business Information Processing, vol 23. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-01197-9_4

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  • DOI: https://doi.org/10.1007/978-3-642-01197-9_4

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