Self-Service Banking: Value Creation Models and Information Exchange

  title={Self-Service Banking: Value Creation Models and Information Exchange},
  author={Sandeep Purao and Ragnvald Sannes},
This paper argues that most banks have failed to exploit the potential of self-service banking because they base their service design on an incomplete business model for self-service. A framework for evaluation of self-service banking concepts is developed on the basis of Stabell and Fjeldstad’s three value configurations. The value network and the value shop are consistent with self-service banking while the value chain is inappropriate. The impact of the value configurations on information… CONTINUE READING

From This Paper

Figures, tables, and topics from this paper.

Explore Further: Topics Discussed in This Paper


Publications referenced by this paper.
Showing 1-10 of 18 references

En kartlegging av norske bankers Internettkontor: en ekspertbedømmelse (An Evaluation of Norwegian Banks' Internet Services) (Research Report 18/2000)

R. Sannes, H. Kyvik
Sandvika: Norwegian School of Management BI • 2000
View 6 Excerpts
Highly Influenced

Community bank competitiveness survey; Web census

Cocheo, April
ABA Banking Journal, • 2001

Bank Mergers: Lessons for the Future

S. I. Davis
View 2 Excerpts

Channel expansion theory and the experiential nature of media richness perceptions

J. R. Carlson, R. W. Zmud
Academy of Management Journal, • 1999
View 2 Excerpts

Bank consolidation: A central banker's perspective

F. S. Mishkin
Bank Mergers & Acquisitions (pp. 3-19) • 1998
View 2 Excerpts

Similar Papers

Loading similar papers…