The information potential of the internet is claimed to be heralding a new age of consumer empowerment, providing consumers with access to increased amounts of information which can be used to aid decision making. Yet, to what extent does this hold true for pensions? Pensions are complex...

Security has been widely recognised as one of the main barriers to the adoption of internet innovation. Many studies suggest that firms operating on the internet must first convince their customers about the security of internet as a medium. This paper presents empirical evidence that Finnish...

We discuss our reasons for bringing out this special issue and, after a review of the pertinent literature, propose a conceptual framework for the subject under examination. Using this framework, we offer an overview of the articles by segmenting them into categories and discussing their...

Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...

This study develops a model for measuring the service quality of e-banks. Our model's seven factors are very consistent with the four core factors of the generic e-SERVQUAL model, but less consistent with its three non-core factors. Appearances and staff qualities, being new factors identified...

Security has been widely recognised as one of the main barriers to the adoption of internet innovation. Many studies suggest that firms operating on the internet must first convince their customers about the security of internet as a medium. This paper presents empirical evidence that Finnish...

There has been considerable development in the technology used to provide bank services. This has led to an increase in the number of channels which can be used to deliver bank services to retail clients. Accordingly, there is a need to assess the costs of using different technologies to provide...

The information potential of the internet is claimed to be heralding a new age of consumer empowerment, providing consumers with access to increased amounts of information which can be used to aid decision making. Yet, to what extent does this hold true for pensions? Pensions are complex...

Both empowerment and the use of emergent technologies are ways to cope with increasing competition and customer demands on service industries. The relationship between empowerment, technology and behaviour at the service encounter is, however, sparsely documented. This article offers a...

Developing a channel integration strategy has become a central concern for researchers and practitioners alike. Such research is predominantly focused on issues related to costs, channel choices and strategic choices. However, from our perspective, the main challenge seems to lie in the...