Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
10496742 | Journal of Retailing and Consumer Services | 2005 | 17 Pages |
Abstract
This study aims to measure the impact of the Internet in Spain's retail banking sector, considering two fully linked key constructs: consumer power and consumer value. We define a new conceptual framework, three core propositions and 11 hypotheses, and contrast them in the context of the retail banking sector in Spain. Using a multicase method, we demonstrate that the Internet has increased the customer value of retail banking consumers and proceed to explore the causes for this. Our study constitutes a three-pronged contribution:
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Authors
José M. Barrutia, Carmen Echebarria,