浅议河北省农村信用社自助银行业务的发展

作为一种高智能化的银行服务方式,自助银行业务依托现代通讯和计算机技术,延长了银行的有效营业时间,满足了客户随时可能发生的金融服务需求。合理的布局可以弥补银行营业网点的不足,增加业务网点覆盖面。减轻柜员的劳动强度,有效地提高银行的服务效率。加快发展河北省农村信用社自助银行业务不仅是必要的,而且是可行的,并有着广阔的发展前景。     

Customer-driven philosophy in the banking industry under different ownership status: the case of Greece

Relationship banking (RB) philosophy has become a topic of increasing importance in strategic marketing management. RB concerns inter alia the applying of customer-driven strategies using advanced information technology. This study investigates RB in the Greek banking industry overall and also under different ownership status (privately owned vs. stated-controlled vs. foreign banks). Based on a wide field of research during the period 2005–2006, indeed, we find that banks in Greece apply the philosophy of RB; however, privately owned and foreign banks implement RB strategies more systematically and effectively in comparison with state-controlled banks. The usefulness of our results is twofold: they satisfactorily justify the considerable growth of the private banking sector in the Greek economy and significantly enrich the service-profit chain of this specific industry.     

Key influencers and inhibitors on adoption of the Internet for banking

The focus on new technologies in service situations is growing and is of particular importance in financial services contexts. It is argued that there is mutuality of benefit for both bank and customer through the adoption of self-service technologies (SSTs), of which e-banking is but one example. While the economic imperative for banks’ adoption of e-banking solutions is clear, the value proposition for the customer can be less evident. It is proposed that the value proposition on offer through e-banking could be better conveyed to customers were banks to have a greater understanding of the appropriateness of the on-line medium for products as they varied according to complexity level. This paper reports on a study which examined customer-stated propensity to purchase financial products on-line at varying levels of complexity. Findings underline the importance for banks to achieve a customer-oriented balance between face-to-face relationship-managed activity and online enablement and to understand now this balance varies according to customer and complexity of product. Strategic marketing implications for the case bank are discussed.     

Trends and Future Directions in Online Marketing Research

Over the last decade, the increased adoption of the Internet in public life as well as in developing businesses has led to a phenomenal rise in academic research on online marketing. This article is set to extensively review scholarly articles appearing from 2000 to 2014 on the topic from 10 top-tier academic journals to understand the research trends in the domain. A literature review has reported eight major subjective categories with an analysis of online marketing effectiveness framework. This review found three most significant subject categories: (1) online marketing issues; (2) Internet usage, perception, and attitude; and (3) online shopping and e-commerce. Additionally, some new online marketing research topics such as word-of-mouth, user-generated content, and social network are also highlighted. Finally, a selection of research topics that got the maximum attention of researchers is presented along with discussion of the future research directions in the online marketing space.     

Understanding product migration to the electronic marketplace: A conceptual framework

We present a conceptual framework that organizes current thinking regarding increased interactivity in the electronic marketplace and its implications for product migration. Product migration refers to the extent of reliance by buyers and sellers on the electronic marketplace for activities pertaining to information search, purchase, acquisition, use, and disposal of a product. We posit that value outcomes derived by buyers and sellers from increasing interactivity mediate the relationship between interactivity and product migration. The relationship between interactivity and value outcomes for buyers and sellers is moderated by three sets of product-related characteristics: the core characteristics of the product, its purchase and use-related characteristics, and market characteristics. Inertia and resistance exhibited by buyers and sellers negatively impact product migration to the electronic marketplace and also attenuate the impact of value outcomes on product migration. In addition to guiding theoretical and empirical work in this emerging area, the proposed framework can also be employed to structure a firm's strategic discussions related to the electronic marketplace.     

An Empirical Segmentation of Users of Mobile Banking Apps

Digital technologies have squeezed the entire world into a small frame. Trade and transactions never stop, and they go where the customer is. Marketers must reinvent their strategies and toolkits to win in this hyper-connected world. Companies are creating new and improved ways for engaging and involving their consumers, and one significant tool now used by companies for these purposes is the app. Mobile phones have registered the highest growth among all technological evolutions, and mobile apps are proliferating. Apps are being used across a diverse range of industry verticals, including banking, e-commerce, travel, and tourism. This article studies a set of twenty different banking apps and segments consumers based on their adoption and usage of the apps. This article emphasizes the role of mobile technologies to change established channels and banking services, and also analyzes how the Indian banking sector has benefited from the adoption of mobile apps.     

Multi-dimensional role of trust in Internet banking adoption

Trust has been identified as the key to e-commerce because it is crucial wherever uncertainty and interdependence exist. The strong association between a high level of trust and the banking sector has not yet been fully translated in the electronic world. The aim of this article is to develop and validate a multi-dimensional model of trust for Internet banking. The data are collected through 441 Internet banking users of Halifax Bank of Scotland. Findings suggest that trust and perceived risk are direct antecedents of intention, and trust is a multi-dimensional construct with three antecedents: perceived trustworthiness, perceived security, and perceived privacy.     

Predicting Internet banking adoption in India: a perceived risk perspective

The emergence of Internet banking has transformed the banking systems across the globe. As a channel to market, Internet banking allows geographical constraints to be overcome by offering various products and services at lower customer costs. An understanding of the factors influencing customer adoption of Internet banking is both relevant and timely. This study integrates technology acceptance model and perceived risk theory in understanding Internet banking acceptance among Indian bank account holders. Specifically, this study categorizes perceived risk as external risk and internal risk, and examines its influence on customer beliefs and adoption of Internet banking. Using two-step predictive analytics of structural equation modeling and artificial neural network analysis, the 270 responses reveal that both external risk and internal risk inhibit customer acceptance of Internet banking. More importantly, neural network analysis reveals that perceived ease of use and external risk are two important factors determining how well Internet banking is accepted by customers. The implications of the study findings and future research directions are presented.     

关系维持对顾客与自助服务技术关系构建倾向的影响

近年来,大数据、互联网、人工智能的应用推动了自助服务技术的快速发展,传统的顾客与服务人员的互动越来越多地转变为顾客与自助服务技术的互动。能否依靠顾客与自助服务技术的关系促进顾客持续使用,已经成为自助服务营销成败的关键。为阐明自助服务关系维持策略对顾客构建关系倾向影响的作用机制,基于社会交换理论和关系营销理论,以旅游网站为研究对象,选取536名在线自助游顾客作为被试进行实证研究。研究发现,旅游网站资源互补性、服务质量、新颖性的相互作用构成关系维持策略,关系投资和关系质量是关系维持策略对顾客构建关系倾向影响的完全中介变量。因此,旅游网站为更好地与顾客构建关系,一要注重关系维持策略在顾客关系管理中的应用,注重资源互补性、服务质量、新颖性等使用价值的增强与完善,这是促使顾客持续使用网站旅游服务资源的核心与关键;二要注重关系维持策略的整体性和系统性,从提供完整服务包的角度出发,对资源互补性、服务质量和新颖性进行运营管理,传统网站新服务项目的开发以及新兴网站旅游资源的建设已经成为目前旅游网站吸引顾客的关键;三要注重关系维持策略的营销,将营销宣传的关注点从形象宣传转向功能宣传,通过加强顾客对关系维持策略中资源互补性、服务质量和新颖性的功能认知,增强顾客对旅游网站关系投资和关系质量的感知,进而提高顾客与旅游网站构建关系的倾向。     

基于电子信用卡网上支付的安全电子交易（SET）协议的研究

安全电子交易协议是电子商务中基于信用卡支付系统最典型、最常用的国际标准,该协议定义了客户、商家、支付网关及金融机构之间数据的流通过程,并对这些信息流都采取了数字加密及数据认证技术,以此确保网上交易的安全。但它过于繁杂的程序使得系蔓号承粤过重的负载,这个问题如今越来越引起了专家们的关注,并成为未来研究改进的重点。     

Role of electronic word-of-mouth content and valence in influencing online purchase behavior

Electronic word of mouth (eWOM) becomes an important tool for online consumers for evaluating and selecting a product. Extant research has mainly studied how various eWOM characteristics such as valence, volume, and text-based eWOM content affect purchase behavior. This study, for the first time, has explored the role of mixed neutral WOM valence and rich eWOM content on online purchase intention. Initially, the qualitative analysis method was used to conduct in-depth interviews with experts-cum-online shoppers from different fields. Purposive sampling was used to select 14 experts and online shoppers from diverse fields. Inductive analysis was conducted to analyze the interview generated content. It helped in forming various codes and categories in explaining eWOM constructs. Content analysis was also used to analyze the importance of various factors in key constructs (themes) affecting online behavior. The finding from the content analysis confirmed that both mixed neutral eWOM and rich eWOM content positively affects online purchase intention. This study has also explored how insights derived from the content analysis of valence and content can help marketers to develop an online marketing strategy. Research implications and future research directions have been discussed in this paper.     

Mobile banking: Exploring determinants of its adoption

As accessibility of technology, availability of information, and ability to interact through the Internet increase and evolve, more people are gravitating toward increasing their use of the Internet. Although the number of Internet banking users has grown rapidly in recent years, not all customers are ready to accept mobile banking services. It remains a challenge for banks to explore how to attract more customers to adopt the use of banking services via a mobile channel. This study examines the factors that impact acceptance of the use of mobile banking. A total of 309 subjects participated in this study. Data were collected via a survey instrument. A multiple regression analysis was used to analyze the data. Findings suggest factors that banks should consider when implementing mobile banking services, thus allowing them to design services that meet the needs of their customers.     

The Hierarchy of Internet Communication Effects: A New Paradigm for Understanding Internet Promotion

ABSTRACT

The applicability of the traditional marketing models to online marketplaces has been of great interest since the advent of the Internet. This study examines the applicability of the Hierarchy of Communication Effects model to the online auction environment through the use of proprietary archival data. The results provide support for a new model, which we call the Hierarchy of Internet Communications Effects, which is applicable to online environments. The Hierarchy of Internet Communications Effects is analogous to other hierarchical effects models from consumer behavior literature known as the learning hierarchies. We provide suggestions to promote products or services at different stages in the Hierarchy of Internet Communications Effects; several implications and limitations are discussed, and future research is suggested.     

Developing the service template process: From measurement to agendas for improvement

Traditional survey-based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process, and offers an extension to it. The extended process appears able to measure service users' and deliverers' perceptions of service quality independently. It also enables participants to jointly agree an agenda for quality improvement. The extended process is evaluated in four service situations. The paper concludes with an assessment of the advantages and disadvantages of the process in comparison with more traditional approaches to measuring service quality.     

中小企业基于网站的网络营销方法探析

由于资金实力薄弱,中小企业无力承担传统广告费,通常对传统广告望而却步,但网络营销借助网络的力量使得中小企业可以跟大企业一样让自己的产品或服务得以“广而告之”,面向受众客户,从而增加产品或服务的知名度,进而增加销售额。介绍四种适合中小企业的基于企业网站的网络营销方法：搜索引擎营销、交换链接、许可Email营销以及网络会员制营销,从而为中小企业进行网络营销提供参考。     

The role of customer online brand experience in customers' intention to forward online company-generated content: The case of the Islamic online banking sector in Palestine

The purpose of this study is twofold: Firstly, to assess the impact of customer online brand experience (COBE) with online banking on customer's intention to forward online company-generated content (CGC). Secondly, to explore the role of online brand community engagement (OBCE) and the perceived trust of brand community page (BCP) as mediating variables between COBE and the intention to forward online CGC. This research conducted an online survey among various Islamic bank customers in Palestine who were members of online brand communities (fan pages) on Facebook. 375 valid responses were collected and results revealed that COBE exerts a dual influence on intention to forward CGC. This study is a pioneering empirical research on the role of OBCE in customers' intention to forward online CGC within the fast-growing Islamic banking industry. This study contributes to fill this research gap by assessing the effect of COBE on OBCE and intention to forward online CGC within the context of the Islamic online banking sector in Palestine. In this sense, this study is a first-of-its-kind research on the role of experience on customer engagement with regard to online brand communities of Islamic banks.     

A comprehensive examination of internet banking user behaviour: evidence from customers yet to adopt,currently using and stopped using

Abstract

Despite the surge in interest in research on customers’ adoption of internet banking (IB), how discontinued users can be brought back to IB has not received much attention. To respond to this question and to provide a comprehensive understanding of IB customer behaviour, we develop a conceptual model grounded on the extended technology acceptance model, and empirically validate it using a sample of 614 IB customers (including those yet to adopt, current users and discontinued users) from China. Perceived value is the most important driver for explaining all categories of customers’ IB-related behaviours. Banks that implement measures that aim to increase the perceived usefulness of IB and enhance the value of IB are likely to be rewarded with increasing IB adoption amongst its customer base.     

Bold actions needed to improve civil registration data for road traffic deaths

Abstract

Persisting problems of underreporting and poor quality of road traffic mortality data exist. Bold and sustained actions need to be undertaken by countries to improve civil registration data collection and reporting. Countries need to implement three specific actions to improve civil registration and vital statistics data systems and/or road traffic injury data collection:

• Ensure that civil registration and vital statistics systems produce high-quality cause of death data by working with the health sector to improve medical certification of cause of death and statistical coding in line with the International Classification of Diseases.

• Adopt a consistent definition of a road traffic death for use in police databases, particularly in countries with incomplete civil registration and vital statistics data, where police data are the most reliable source of information

• Link data sources – including civil registration records, police data, health records, insurance data – to improve official road traffic fatality estimates while ensuring the privacy of individual identification.

     

WOM and social media: Presaging future directions for research and practice

Word of mouth (WOM) has become the focus of growing interest among marketing practitioners and consumers. However, the promises of WOM marketing are often oversold, and various assertions about the nature of WOM, its dynamics, antecedents, and consequences at times have been misstated in mass-mediated articles and books on the topic. In this introductory paper for the special issue on WOM and social media, we survey the current state of WOM knowledge and the role of WOM in contemporary marketing, reconsider common beliefs about the WOM process in an effort to separate WOM facts from fallacies, and presage some future directions and best practices in light of evolving online channels of WOM generation and transmission.     

Self-Disclosure and Managing Privacy: Implications for Interpersonal and Online Communication for Consumers and Marketers

In our fast-changing technological world, the line between the offline and online world has become blurred and individuals are faced with constant opportunities to divulge personal details. The process of disclosing sensitive information to others is necessary for establishing, maintaining, and building relationships, both with people and businesses; however, it also creates opportunities for misuse of the disclosed information. Consumers who are willing to disclose personal information online may often be unaware of the full implications of such disclosure. By thoroughly exploring the origins and processes of self-disclosure, and outlining its development in interpersonal and online communication, individuals will become more aware of their (sometimes competing) implicit and explicit disclosure behaviors necessary for enacting strong privacy management. Utilizing communication privacy management (CPM) theory, this article proposes a framework for ongoing consideration of how self-disclosure and privacy function online. By framing privacy in terms of the literature of communicative self-disclosure, CPM instructs the building of privacy boundaries that are functional for consumers and marketers alike, allowing people to protect themselves online while also ensuring their continued enjoyment of Internet provided benefits.