PERSONALISATION AND CUSTOMISATION - A strategic leverage to sustain e-trading market share

Jimmy Liu, Sven Fischer, Steef Peters

2005

Abstract

Electronic banking (e-banking) has emerged the most popular way for retail banks to provide financial services to private households. Stock trading transformed into e-trading as retail banks created comprehensive web portals for customers to perform financial transactions. Low search costs have sparked fierce price competition. For companies to sustain profitability and retain customers, service differentiation is vital. Personalisation and Customisation (P&C) techniques allow banks to provide this individualised and differentiated service and foster a stronger customer relationship. Various P&C approaches have been examined through case studies of top e-trading companies. A three-layer architecture can be used to which enables P&C to provide an individual service without undermining core business functions.

Paper Citation

in Harvard Style

Liu J., Fischer S. and Peters S. (2005). PERSONALISATION AND CUSTOMISATION - A strategic leverage to sustain e-trading market share . In Proceedings of the Seventh International Conference on Enterprise Information Systems - Volume 4: ICEIS, ISBN 972-8865-19-8, pages 40-47. DOI: 10.5220/0002554000400047

in Bibtex Style

@conference{iceis05,
author={Jimmy Liu and Sven Fischer and Steef Peters},
title={PERSONALISATION AND CUSTOMISATION - A strategic leverage to sustain e-trading market share},
booktitle={Proceedings of the Seventh International Conference on Enterprise Information Systems - Volume 4: ICEIS,},
year={2005},
pages={40-47},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0002554000400047},
isbn={972-8865-19-8},
}

in EndNote Style

TY - CONF
JO - Proceedings of the Seventh International Conference on Enterprise Information Systems - Volume 4: ICEIS,
TI - PERSONALISATION AND CUSTOMISATION - A strategic leverage to sustain e-trading market share
SN - 972-8865-19-8
AU - Liu J.
AU - Fischer S.
AU - Peters S.
PY - 2005
SP - 40
EP - 47
DO - 10.5220/0002554000400047