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

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

Collaborative sourcing - The motivation and design of demand side combinations

Collaborative sourcing is defined as a group of organisations combining on the demand side as part of the outsourcing process. Based upon a synthesis of the outsourcing and collaboration literatures, this paper seeks to examine both the benefits of collaborative sourcing and the options available. A series of case studies identifies that a number of alternative collaborative sourcing modes are possible with differing motivations – based on economies of scale but moderated by other influences – intensity – ranging from simply aggregating demand at the contracting stage to establishing a separate entity to actually provide the services – focus – from IT infrastructure through to business processes – and extent – the number of partners involved and activities covered

A review of ethical theory in the ‘upper echelons’ of information systems research

Despite some notable and rare exceptions and after many years of relatively neglect (particularly in the ‘upper echelons’ of IS research), there appears to be some renewed interest in Information Systems Ethics (ISE). This paper reflects on the development of ISE by assessing the use and development of ethical theory in contemporary IS research with a specific focus on the ‘leading’ IS journals (according to the Association of Information Systems). The focus of this research is to evaluate if previous calls for more theoretically informed work are permeating the ‘upper echelons’ of IS research and if so, how (Walsham 1996; Smith and Hasnas 1999; Bell and Adam 2004). For the purposes of scope, this paper follows on from those previous studies and presents a detailed review of the leading IS publications between 2005 to 2007 inclusive. After several processes, a total of 32 papers are evaluated. This review highlights that whilst ethical topics are becoming increasingly popular in such influential media, most of the research continues to neglect considerations of ethical theory with preferences for a range of alternative approaches. Finally, this research focuses on some of the papers produced and considers how the use of ethical theory could contribute

To immerse or not? Experimenting with two virtual retail environments

Purpose: The aim of this paper is to examine the determinants of users’ simulated experience in a virtual store and to show the subsequent impact of that experience on engagement. The outcome of that engagement is examined in relation to enjoyment, satisfaction and purchase intentions. Design/methodology/approach: The method comprised an experiment comparing users’ perceptions of a standard 2D online clothing store with an enhanced, immersive one that aimed to provide shopping value approaching that of a traditional store by using a 3D experience where participants wore special glasses and a data glove. Findings: Results demonstrate the major role of telepresence components in simulated experience and the critical role of that experience, along with hedonic and utilitarian values, in engagement. Purchase intention is influenced by satisfaction, which is in turn influenced by enjoyment and engagement. Engagement in turn is influenced by utilitarian and hedonic value and the experience of product simulation or telepresence, which is composed of control, colour and graphics vividness, and 3D authenticity. In the immersive, 3D environment experience is more associated with engagement and enjoyment, leading to greater purchase intention. The immersive, 3D environment thus has the potential to rival traditional shopping in terms of experience, resulting in higher sales for retailers and satisfaction for consumers. Originality: This work has evaluated a robust model of purchase intention and demonstrated it to hold not only in a 3D environment on a conventional computer platform, but also in an immersive one, where participants wear special glasses and a data glove

Wireless information technology competency and transformational leadership in supply chain management: implications for innovative capability

Purpose The present study conceptualizes and examines the interplay of transformational leadership, ambidexterity and wireless information technology (IT) competency for enhancing innovative capability. Design/methodology/approach Drawing primarily on the knowledge-based and dynamic capabilities view theory, the present study explored supply chains of a large global apparel company and their effect on innovative capability through a mixed methods approach. Findings The results show that transformational leaders strongly influence the development of ambidexterity and enhance radical innovative capability through wireless IT competency. Research limitations/implications The results of this study suggest that supply chain integration through transformational leadership and wireless IT competency can promote simultaneous exploration and exploitation to enhance innovation. Practical implications The growth of cloud and/or virtual supply chains facilitated by digital wireless communications and Internet technology is advancing logistics and supply chain innovations. With increasing global competition, digitalized supply chains and ever-growing environmental uncertainty, leadership traits, especially transformational leadership and ambidextrous leaders, can be major contributing factors for successful development of wireless IT competency to support innovative capability. Originality/value Wireless IT competency facilitates knowledge integration particularly for combining prior internal knowledge of exploitative innovation with new external knowledge to develop explorative innovation