Internet technology and customer linking in Nordic banking

Internet banking is now such a well‐established fact in the most developed countries that it is possible to map its actual role in customer relations. Inspired by the resource‐based view of the firm and based on a recent empirical study in the banking industry in Denmark, Finland, Norway, and Sweden, this paper traces important antecedents of Internet banking adoption and analyses its impact on relationship‐marketing performance. Based on structural equation modeling, the findings offer some support for the view that the more advanced Internet applications adopted and the more attractive the Web site, the more the banks are able to keep profitable customers. However, the results question whether it pays to be a first‐mover and organizational factors related to market orientation and customer‐relationship management seem to have a much stronger impact on customer‐related performance.

[1]  F. Selnes,et al.  Market orientation in Nordic banks: does nationality matter? , 2003 .

[2]  Jørn Flohr Nielsen,et al.  The consequences and limits of empowerment in financial services , 2003 .

[3]  Liam Fahey,et al.  The resource-based view and marketing: The role of market-based assets in gaining competitive advantage , 2001 .

[4]  L. Ryals,et al.  Cross-functional issues in the implementation of relationship marketing through customer relationship management , 2001 .

[5]  Christopher P. Holland,et al.  Product-market and technology strategies in banking , 2001, CACM.

[6]  N. Mols,et al.  Organizing for the effective introduction of new distribution channels in retail banking , 2001 .

[7]  Jacques R. Bughin,et al.  Giving Europeans an On-Line Push , 2001 .

[8]  C. Grönroos.  Service Management and Marketing: A Customer Relationship Management Approach , 2000 .

[9]  Daniel E. Nolle,et al.  Internet Banking: Developments and Prospects , 2000 .

[10]  John C. Narver,et al.  The Positive Effect of a Market Orientation on Business Profitability: A Balanced Replication , 2000 .

[11]  Anandhi S. Bharadwaj,et al.  A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation , 2000, MIS Q..

[12]  Niels Peter Mols,et al.  The Internet and services marketing - the case of Danish retail banking , 2000, Internet Res..

[13]  Mosad Zineldin.  Beyond relationship marketing: technologicalship marketing , 2000 .

[14]  Christian Grönroos,et al.  Relationship Marketing: Challenges for the Organization , 1999 .

[15]  E. Daniel.  Provision of electronic banking in the UK and the Republic of Ireland , 1999 .

[16]  R. Moenaert,et al.  Linking communication to innovation success in the financial services industry: a case study analysis , 1999 .

[17]  Raj Mehta,et al.  Market Motives, Distinctive Capabilities, and Domestic Inertia: A Hybrid Model of Innovation Generation , 1999 .

[18]  C. Lovelock,et al.  Principles of service marketing and management , 1999 .

[19]  R. Chandy,et al.  Organizing for Radical Product Innovation: The Overlooked Role of Willingness to Cannibalize , 1998 .

[20]  Steven J. Henderson.  No such thing as market orientation ‐ a call for no more papers , 1998 .

[21]  Jin K. Han,et al.  Market Orientation and Organizational Performance: Is Innovation a Missing Link? , 1998 .

[22]  A. Johne,et al.  New service development: a review of the literature and annotated bibliography , 1998 .

[23]  P. Thirkell,et al.  Relationship Marketing and its Synergy with Web-based Technologies , 1998 .

[24]  Gordon E. Greenley,et al.  Integrating contemporary strategic management perspectives , 1997 .

[25]  Karl G. Jöreskog,et al.  Lisrel 8: User's Reference Guide , 1997 .

[26]  W. Fritz.  Market orientation and corporate success: Findings from Germany , 1996 .

[27]  Bernard J. Jaworski,et al.  Market orientation in United States and Scandinavian companies. A cross-cultural study , 1996 .

[28]  F. Damanpour.  Organizational complexity and innovation: developing and testing multiple contingency models , 1996 .

[29]  Leyland Pitt,et al.  Market orientation and business performance: some European evidence , 1996 .

[30]  H. Vroman.  The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value , 1996 .

[31]  William L. Fuerst,et al.  Information technology and sustained competitive advantage: a resource-based analysis , 1995 .

[32]  J. Sheth,et al.  Relationship marketing in consumer markets: Antecedents and consequences , 1995 .

[33]  G. Day.  The Capabilities of Market-Driven Organizations , 1994 .

[34]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[35]  John C. Narver,et al.  Does Competitive Environment Moderate the Market Orientation-Performance Relationship? , 1994 .

[36]  Bernard J. Jaworski,et al.  Markor: A Measure of Market Orientation , 1993 .

[37]  John Fahy,et al.  Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions , 1993 .

[38]  C. Storey,et al.  The Impact of the New Product Development Project on the Success of Financial Services , 1993 .

[39]  Bernard J. Jaworski,et al.  Market Orientation: Antecedents and Consequences , 1993 .

[40]  Karl G. Jöreskog,et al.  Lisrel 8: Structural Equation Modeling With the Simplis Command Language , 1993 .

[41]  J. Farley,et al.  Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis , 1993 .

[42]  F. Damanpour.  Organizational Size and Innovation , 1992 .

[43]  F. Damanpour.  Organizational Innovation: A Meta-Analysis Of Effects Of Determinants and Moderators , 1991 .

[44]  John Child,et al.  Information Technology in European Services: Towards a Microelectronic Future , 1991 .

[45]  John C. Narver,et al.  The Effect of a Market Orientation on Business Profitability , 1990 .

[46]  K. Pavitt.  What We Know about the Strategic Management of Technology , 1990 .

[47]  Bernard J. Jaworski,et al.  Market Orientation: The Construct, Research Propositions, and Managerial Implications , 1990 .

[48]  Jane E. Dutton,et al.  New Technology as Organizational Innovation: The Development and Diffusion of Microelectronics , 1988 .

[49]  T. H. Kwon,et al.  Unifying the fragmented models of information systems implementation , 1987 .

[50]  Marsha L. Richins,et al.  Assertiveness and Aggression in Marketplace Exchanges Testing Measure Equivalence , 1987 .

[51]  Christopher J. Easingwood,et al.  New product development for service companies , 1986 .

[52]  J. Dutton,et al.  The Adoption of Radical and Incremental Innovations: An Empirical Analysis , 1986 .

[53]  H. Triandis,et al.  Measurement in Cross-Cultural Psychology , 1985 .

[54]  J. Ettlie,et al.  Organization Strategy and Structural Differences for Radical Versus Incremental Innovation , 1984 .

[55]  Blake Ives,et al.  User Involvement and MIS Success: A Review of Research , 1984 .

[56]  S. Winter,et al.  An evolutionary theory of economic change , 1983 .

[57]  Henry Mintzberg,et al.  The Structuring of Organizations , 1979 .

[58]  J. Schumpeter.  Capitalism, Socialism and Democracy , 1943 .

[59]  N. Mols,et al.  The Adoption of Internet-Based Marketing Channels , 2001 .

[60]  Frederick F. Reichheld,et al.  The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Эффект лояльности: скрытая движущая сила роста, прибыли и постоянной ценности) , 1996 .

[61]  J. Pennings,et al.  The diffusion of technological innovation in the commercial banking industry , 1992 .

[62]  Gavin J. Wright.  An evolutionary theory of economic change , 1982 .