Customer-focused Technology and Performance in Small and Large Banks

Johannes Liebach Lüneborg and Jørn Flohr Nielsen

European Management Journal, 2003, vol. 21, issue 2, 258-269

Abstract: Drawing on resource-based views on information systems impact, this study explores the path to relationship-marketing performance through the application of new technology in the broad sense. Based on survey data from 278 retail banks in Denmark, Finland, Norway and Sweden the paper analyzes differences due to size in the use of Internet-banking and customer-relationship management. The findings mainly indicate that the positive effects of using customer-focused technology are strongest in small banks. Large banks generally have the most sophisticated applications but they do not outperform small banks. Small banks seem to have reached a sufficient technological level through inter-firm cooperation.

Keywords: Customer-relationship; management; Internet-banking; Market; orientation; Performance; Relationship; marketing; Resource-based; view; Technology (search for similar items in EconPapers)
Date: 2003
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Citations: View citations in EconPapers (7)

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