The impact of information systems on organizations and markets
Communications of the ACM
A strategic analysis of electronic marketplaces
MIS Quarterly - Special issue on the strategic use of information systems
Journal of Management Information Systems
Electronic markets and electronic hierarchies
Communications of the ACM
Do electronic marketplaces lower the price of goods?
Communications of the ACM
Reducing buyer search costs: implications for electronic marketplaces
Management Science - Special issue: Frontier research on information systems and economics
Understanding Post-Adoption Behavior in the Context of Online Services
Information Systems Research
Frictionless Commerce? A Comparison of Internet and Conventional Retailers
Management Science
Second opinions and online consultations
Decision Support Systems
Optimal Multi-Channel Delivery of Expertise: An Economic Analysis
International Journal of Electronic Commerce
New issues and challenges facing e-banking in rural areas: an empirical study
International Journal of Electronic Finance
Balances and accounts of online banking users: a study of two US financial institutions
International Journal of Electronic Finance
Balancing IT with the Human Touch: Optimal Investment in IT-Based Customer Service
Information Systems Research
Determinants and Outcomes of Internet Banking Adoption
Management Science
E-banking: challenges and opportunities in the Greek banking sector
Electronic Commerce Research
Manufacturing & Service Operations Management
Ushering Buyers into Electronic Channels: An Empirical Analysis
Information Systems Research
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Many service firms are pursuing electronic distribution strategies to augment existing physical infrastructure for product and service delivery. But little systematic study has been made for whether and how characteristics or behaviors might differ between customers who use electronic delivery systems and those who use traditional channels. We explore these differences by comparing customers who utilize personal-computer-based home banking (PC banking) to other bank customers. Case studies and detailed customer data from four institutions suggest that PC banking customers are apparently more profitable, principally due to unobservable characteristics extant before the adoption of PC banking. Demographic characteristics and changes in customer behavior following adoption of PC banking account for only a small fraction of overall differences. It also appears that retention is marginally higher for customers of the online channel.