Abstract
| Original language | English |
|---|---|
| Pages (from-to) | 5-27 |
| Number of pages | 23 |
| Journal | Australasian Journal of Information Systems |
| Volume | 18 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - 2014 |
Fingerprint
Cite this
}
Do self-service technologies affect interfirm relationships? A B2B perspective. / JOHNS, Raechel.
In: Australasian Journal of Information Systems, Vol. 18, No. 3, 2014, p. 5-27.Research output: Contribution to journal › Article
TY - JOUR
T1 - Do self-service technologies affect interfirm relationships? A B2B perspective
AU - JOHNS, Raechel
PY - 2014
Y1 - 2014
N2 - The discussion in this paper provides an overview of the impact of IT on business relationships, using Relationship Marketing theory to provide a theoretical framework. A qualitative study in the Australian banking industry provides findings relating to the theory. The findings of this study provide evidence that while traditional Relationship Marketing theory is still applicable for some business customers, new theory is required for business customers who do not seek relationships. With both practical and theoretical implications, the research detailed in this paper makes a useful contribution to the literature and indicates the necessity for further research to be developed which explores business customers who prefer to remain transaction-oriented, rather than develop interpersonal relationships.
AB - The discussion in this paper provides an overview of the impact of IT on business relationships, using Relationship Marketing theory to provide a theoretical framework. A qualitative study in the Australian banking industry provides findings relating to the theory. The findings of this study provide evidence that while traditional Relationship Marketing theory is still applicable for some business customers, new theory is required for business customers who do not seek relationships. With both practical and theoretical implications, the research detailed in this paper makes a useful contribution to the literature and indicates the necessity for further research to be developed which explores business customers who prefer to remain transaction-oriented, rather than develop interpersonal relationships.
KW - Self-service
KW - Internet banking
KW - interfirm relationships
KW - B2B
KW - qualitative.
U2 - 10.3127/ajis.v18i3.913
DO - 10.3127/ajis.v18i3.913
M3 - Article
VL - 18
SP - 5
EP - 27
JO - Australian Journal of Information Systems
JF - Australian Journal of Information Systems
SN - 1039-7841
IS - 3
ER -