71 research outputs found
A VALUE PLATFORM ANALYSIS PERSPECTIVE ON CUSTOMER ACCESS INFORMATION TECHNOLOGY
Customer access information technologies (CAITs) provide a link between a
firm and its customers. Firms invest in CAITs to reduce costs, increase revenues
and market share, lock in existing customers and capture new ones. These benefits,
however, are notoriously difficult to measure. This paper proposes an evaluative
method for CAlT deployment called value platform analysis, that is based on a
conceptual model drawn from the theory of retail outlet deployment in marketing
science. The model focuses on the impact of CAIT features and environmental
features on transactions generated by the CAIT. Specific econometric models are
developed for deployment. Hypotheses regarding the likely impact of automated
teller machine (ATM) location design choices and environmental features on ATM
transactions are evaluated. The results indicate that there are a number of key
features influencing ATM performance. Two distinct ATM deployment scenarios
emerge: one for servicing a bank's own customers, and another for providing
transaction services for customers for a fee.Information Systems Working Papers Serie
vi King (Charles W), Tigtrt (Douglas Je).
(Marketing Resear h. Techniques. Bibllogri539 p., flgg., tabbAc til 108Sili, American Marketing Association, s.dphy Series. Nr. 1 fl)
CHANGE THE STRATEGY, CHANGE THE MANAGEMENT SYSTEM: DO THE DEPARTMENT STORES DARE RISK SUCCESS?
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