umu.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Digital Transformation in Banking: Exploring Value Co-Creation in Online Banking Services in India
Umeå University, Faculty of Social Sciences, Department of Informatics.
Umeå University, Faculty of Social Sciences, Department of Informatics.
2019 (English)In: Journal of Global Information Technology Management, ISSN 1097-198X, Vol. 22, no 1, p. 7-24Article in journal (Refereed) Published
Abstract [en]

Information Technology (IT) use has the potential to enhance firms' capacity to build and sustain competitive advantages. Though a rich literature notes how IT use continues to change the nature, scale, and scope of service delivery, surprisingly few studies have addressed the digital transformation processes through which the introduction of new IT-enabled online services are introduced in firms and industries. To address this issue, we identify and examine the processes through which IT may create or impair business value in service processes. To theorize these processes, we adopt a service-dominant logic perspective that views the customer as a co-creator of firm value and analyze some observed risks, tensions, and socio-technical challenges associated with the introduction of an online banking service system in India. Drawing on the findings, we present implications for IT strategy research and discuss in particular how firms can avoid unexpected value destruction when they increase customer participation in the delivery of online services to create value.

Place, publisher, year, edition, pages
Routledge, 2019. Vol. 22, no 1, p. 7-24
Keywords [en]
Service-dominant logic, value co-creation, online banking
National Category
Business Administration
Identifiers
URN: urn:nbn:se:umu:diva-156894DOI: 10.1080/1097198X.2019.1567216ISI: 000458568100002OAI: oai:DiVA.org:umu-156894DiVA, id: diva2:1295192
Available from: 2019-03-11 Created: 2019-03-11 Last updated: 2019-03-11Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full text

Authority records BETA

Holmström, Jonny

Search in DiVA

By author/editor
Holmström, Jonny
By organisation
Department of Informatics
In the same journal
Journal of Global Information Technology Management
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 55 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf