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

References

• Anderson T. W., Hsiao C. Formulation and estimation of dynamic models using panel data. J. Econometrics (1982) 18(1):47–82Crossref, Google Scholar
• Ashenfelter O., Rouse C. Income, schooling, and ability: Evidence from a new sample of identical twins. Quart. J. Econom. (1998) 113(1):253–284Crossref, Google Scholar
• Barczak G., Scholder-Ellen P., Pilling B. Developing typologies of consumer motives for use of technologically based banking services. J. Bus. Res. (1997) 38(2):131–139Crossref, Google Scholar
• Becker R., Henderson V. Effects of air quality regulations on polluting industries. J. Political Econom. (2000) 108(2):379–421Crossref, Google Scholar
• Bitner M. J., Brown S., Meuter M. Technology infusion in service encounters. J. Acad. Marketing Sci. (2000) 28(1):138–149Crossref, Google Scholar
• Buell R., Campbell D., Frei F. Are self-service customers satisfied or stuck? Production Oper. Management (2010) . ForthcomingCrossref, Google Scholar
• Campbell D. Nonfinancial performance measures and promotion based incentives. J. Accounting Res. (2008) 46(2):297–332Crossref, Google Scholar
• Chase R. Where does the customer fit in a service operation? Harvard Bus. Rev. (1978) 56(6):138–139Google Scholar
• Chase R. The customer contact approach to services: Theoretical bases and practical extensions. Oper. Res. (1981) 29(4):698–706Link, Google Scholar
• Chen P., Hitt L. Measuring switching costs and the determinants of customers retention in Internet-enabled businesses: A study of the online brokerage industry. Inform. Systems Res. (2002) 13(3):255–276Link, Google Scholar
• Clemons E., Hitt L., Gu B., Thatcher M., Weber B. Impacts of e-commerce and enhanced information endowments on financial services: A quantitative analysis of transparency, differential pricing, and disintermediation. J. Financial Services Res. (2002) 22(1/2):73–90Crossref, Google Scholar
• Cooper R., Kaplan R.The Design of Cost Management Systems (1999) (Prentice Hall, Upper Saddle River, NJ) Google Scholar
• Curran J., Meuter M., Surprenant C. Intentions to use self-service technologies: A confluence of multiple attitudes. J. Service Res. (2003) 5(3):209–224Crossref, Google Scholar
• Dabholkar P. Using technology-based self-service options to improve perceived service quality. AMA Summer Educators Conf. Proc. (1991) (American Marketing Association, Chicago) 534–535Google Scholar
• Dabholkar P. Consumer evaluations of new technology-based service options. An investigation of alternative models of SQ. Internat. J. Res. Marketing (1996) 13(1):29–51Crossref, Google Scholar
• Dabholkar P. A., Swartz T. A., Iacobucci D. Technology in service delivery: Implications for self-service and service support. Handbook of Services Marketing and Management (2000) (Sage Publications, Thousand Oaks, CA) 103–110Crossref, Google Scholar
• Durkin M., Howcroft B., O'Donnell A., McCartan-Quinn D. Retail bank customer preferences: Personal and remote interactions. Internat. J. Retail & Distribution Management (2003) 31(4):177–189Crossref, Google Scholar
• Fitzsimmons J. A., Fitzsimmons M. J.Service Management: Operations, Strategy, and Information Technology (2001) (McGraw-Hill, New York) Google Scholar
• Frei F., Harker P., Melnick E., Nayyar P., Pinedo M., Seshadri S. Value creation and process management: Evidence from retail banking. Creating Value in Financial Services (2000) (Kluwer Academic Publishers, Norwell, MA) 447–460Crossref, Google Scholar
• Froehle C., Roth A. New measurement scales for evaluating perceptions of the technology-mediated customer service experience. J. Oper. Management (2004) 22(1):1–21Crossref, Google Scholar
• Gross D., Souleles N. Do liquidity constraints and interest rates matter for consumer behavior? Evidence from credit card data. Quart. J. Econom. (2002) 117(1):149–185Crossref, Google Scholar
• Hausman J., Hall B. H., Griliches Z. Econometric models for count data with an application to the patents-R&D relationship. Econometrica (1984) 52(4):909–938Crossref, Google Scholar
• Hitt L., Frei F. Do better customers utilize electronic distribution channels? Evidence from PC banking. Management Sci. (2002) 48(6):732–748Link, Google Scholar
• Hitt L., Frei F., Harker P., Robert E. L., Santomero A. M. How financial firms decide on technology. Brookings Wharton Papers on Financial Services (1999) (Brookings Institution, Washington, DC) 93–146Google Scholar
• Hoffman K. Online banking aligns practices: Now that the initial online flurry has subsided, Web-based banks are looking at ROI potential. Bank Tech. News (2002) March):26–29Google Scholar
• Hogan J., Lemon K., Rust R. Customer equity management: Charting new directions for the future of marketing. J. Service Res. (2002) 5(1):13–25Crossref, Google Scholar
• Iqbal Z., Verma R., Baran R. Understanding consumer choices and preferences in transaction-based e-services. J. Service Res. (2003) 6(1):51–65Crossref, Google Scholar
• Klemperer P. Markets with consumer switching costs. Quart. J. Econom. (1987) 102(2):375–394Crossref, Google Scholar
• Lapré M. A., Tsikriktsis N. Organizational learning curves for customer dissatisfaction: Heterogeneity across airlines. Management Sci. (2006) 52(3):352–366Link, Google Scholar
• Lovelock C., Young R. Look to consumers to increase productivity. Harvard Bus. Rev. (1979) 57(May–June):168–178Google Scholar
• Marshall J. J., Heslop L. A. Technology acceptance in Canadian retail banking: A study of consumer motivations and the use of ATMs. Internat. J. Bank Marketing (1988) 6(4):31–41Crossref, Google Scholar
• Meuter M., Ostrom A., Roundtree R., Bitner M. J. Self-service technologies: Understanding customer satisfaction with technology-based service encounters. J. Marketing (2000) 64(3):50–64Crossref, Google Scholar
• Nickell S. Biases in dynamic models with fixed effects. Econometrica (1981) 49:1417–1426Crossref, Google Scholar
• Parasuraman A., Zinkhan G. Marketing to and serving customers through the Internet: An overview and research agenda. J. Acad. Marketing Sci. (2002) 30(4):286–295Crossref, Google Scholar
• Parthasarathy M., Bhattacherjee A. Understanding post-adoption behavior in the context of online services. Inform. Systems Res. (1998) 9(4):362–379Link, Google Scholar
• Petersen M. Estimating standard errors in finance panel data sets: Comparing approaches. Rev. Financial Stud. (2009) 22(1):435–480Crossref, Google Scholar
• Roth A., van der Velde M. Investing in retail delivery system technology. J. Retail Banking (1989) 11(2):23–34Google Scholar
• Sarel D., Marmorstein H. Marketing online banking services: The voice of the customer. J. Financial Services Marketing (2003) 8(2):106–118Crossref, Google Scholar
• Sasser W. Match supply and demand in service industries. Harvard Bus. Rev. (1976) 54(November–December):132–138Google Scholar
• Shevlin R., Graeber R., Sweeney J., Watson T. Online banking metrics: Best practices. (2002) . Forrester TechStrategy Report, Forrester Research, Cambridge, MAGoogle Scholar
• Tsikriktsis N. A technology readiness-based taxonomy of customers: A replication and extension. J. Service Res. (2004) 7(1):42–52Crossref, Google Scholar
• Xue M., Hitt L. M., Harker P. T. Customer efficiency, channel usage, and firm performance in retail banking. Manufacturing Service Oper. Management (2007) 9(4):535–558Link, Google Scholar
• Wooldridge J.Econometric Analysis of Cross-Section and Panel Data (2002) (MIT Press, Cambridge, MA) Google Scholar
• Zeithaml V. A., Gilly M. C. Characteristics affecting the acceptance of retailing technologies: A comparison of elderly and non-elderly consumers. J. Retail Banking (1987) 63(1):49–68Google Scholar
• Zeithaml V., Parasuraman A., Malhotra A. Service quality delivery through Web sites: A critical review of extant knowledge. J. Acad. Marketing Sci. (2002) 30(4):362–375Crossref, Google Scholar