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1、外文题目：Conceptualisingonlinebankingservicevalue出处：JournalofFinancialServicesMarketing作者：Heinonen,Kristina原文：INTRODUCTIONThebankingindustryiscurrentlyintheforefrontofthedevelopmentsoftechnology-basedservicedelivery.Interestingfromavaluecreationperspectiveisthatban
2、ks,notconsumers,drivethetechnology-basedserviceusagebypushingcustomerstowardsmorecost-efficientservicedeliverychannels.Forcustomersthisinfluencesbankingservicevaluebecausetheservicedeliveryfrequentlyoccurswithoutcustomer–serviceemployeeinteraction.Customersarec
3、reatingtheservicethemselvesthroughtechnology-basedself-servicessuchasATMs,internet,ormobilephone.Withtheseself-servicetechnologies,thatis‘technologicalinterfacesthatenablecustomerstoproduceaserviceindependentofdirectserviceemployeeinvolvement',customerscancreat
4、evaluewithouttheexplicitinvolvementoftheserviceprovider.Ithasevenbeensuggestedthattechnologyiseliminatinginterpersonalserviceencountersaltogether.Consequently,achallengeforthebanksectorishowtocreateservicevalue.Aspectstraditionallyseenasvalue-addingarenotnecess
5、arilyvaluable.Bankingresearchhas,however,focusedondescribingandmeasuringservicequalityratherthanstudyingservicevalue.Currently,thereisagrowinginteresttowardsthequalityoftechnology-basedbankingservicesandaspectsinfluencingtheadoptionanduseofthem.Inserviceresearc
6、h,theamountofresearchone-servicevalueislessextensivecomparedtoresearchone-servicequality(eg,Santos,KaynamaandBlack,Dabholkar,Zeithaml,YangandJun,Surjadjaja,GounarisandDimitriadis,andZeithaml).Onlyfewaddresse-servicevalueandlittleisknownaboutwhatspecificaspectso
7、fonlinebankingservicesthatcreatevalue.Theaimistodevelopaconceptualframeworkforonlinebankingservicevalue.PositionedwithintheNordicSchoolresearchparadigmandservicemanagementandmarketingresearch,thefocusisonservicevalue-in-usefromacustomerperspective.Previousresea
8、rchhassuggestedafour-dimensionalvaluemodelbasedontemporal,functional,temporal,andspatialdimensions.Morerecentresearchhasextendedthismodelwithsub-dimensionsofthetemporal,ands
