Predominantly Electronic or Personal Service Delivery? A Case in the Wealth Management Context

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dc.contributor Aalto-yliopisto fi
dc.contributor Aalto University en
dc.contributor.author Sunikka, Anne
dc.date.accessioned 2013-04-22T11:18:58Z
dc.date.available 2013-04-22T11:18:58Z
dc.date.issued 2009
dc.identifier.citation Sunikka, Anne. 2009. Predominantly Electronic or Personal Service Delivery? A Case in the Wealth Management Context. 17th European Conference on Information Systems (ECIS), Verona, Italy, 8-10 June, 2009
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/9013
dc.description.abstract Financial services have been a recurrent subject of a multichannel inquiry but investigation into the wealth management area is scarce. This paper intends to fill the gap and presents the results of a questionnaire directed at customers of a financial conglomerate. The objective of this research is to examine which variables influence consumers’ channel preferences in the wealth management context,and to find out possible differences between the customers who prefer predominantly electronic service or personal service delivery. Logistic regression and t-tests are used in the analysis. The perceived channel attributes of personalization, convenience and safety, relationship strength, and the internet and wealth management knowledge influence the channel preferences. Typical wealth management customers prefer multichannel service delivery; only 4 % of customers prefer pure electronic service, and 14 % of customers prefer pure personal service. There are several aspects that differentiate those customers who prefer predominantly electronic or personal service. The preference for the electronic channel indicated investments in shares, independent decision making style in wealth management tasks and reliance on electronic information channels. In addition, the customers who perceive relationship strength with the service provider as weaker prefer predominantly eservices, which should give impetus for action among the management in the financial service companies. en
dc.format.extent 13
dc.format.mimetype application/pdf
dc.language.iso en en
dc.publisher Conference Proceedings of the 17th European Conference on Information en
dc.publisher Aalto-yliopisto fi
dc.relation.ispartof 17th European Conference on Information Systems (ECIS), Verona, Italy, 8-10 June, 2009 en
dc.subject.other Consumption, Services en
dc.subject.other Finance en
dc.title Predominantly Electronic or Personal Service Delivery? A Case in the Wealth Management Context en
dc.type A4 Artikkeli konferenssijulkaisussa fi
dc.contributor.department Aalto-yliopiston IT fi
dc.contributor.department IT Services en
dc.subject.keyword Tietojärjestelmätiede en
dc.subject.keyword Information Systems Science en
dc.subject.keyword Multichannel en
dc.subject.keyword Wealth Management en
dc.subject.keyword Electronic Service en
dc.subject.keyword Personal Service en
dc.subject.keyword Relationship en
dc.identifier.urn URN:NBN:fi:aalto-201304231911
dc.type.dcmitype text en
dc.type.version Post-print


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