Systematic review of omni-channel banking and preview of upcoming developments in Germany
-
DOIhttp://dx.doi.org/10.21511/im.16(2).2020.09
-
Article InfoVolume 16 2020, Issue #2, pp. 104-125
- Cited by
- 1411 Views
-
1371 Downloads
This work is licensed under a
Creative Commons Attribution 4.0 International License
Banks have not come to rest since the 2008 banking crisis and have been struggling for their future ever since. In addition to serious market distortions, there are increasingly digital challenges and investments in the banks’ platforms to remain competitive and continue to meet customer requirements. Other industries are showing the banks how to do it and investing heavily in the networking of distribution channels to form an omni-channel system, as this is where all interfaces converge. The banking industry has also recognized this groundbreaking approach in the distribution channel. Academic literature is also increasingly examining omni-channel management, but studies in the banking industry are still sparse. This study uses multi-method research in the form of a systematic literature review and semi-structured qualitative bank expert interviews to examine omni-channel management in the banking industry. Thereby, the state of scientific research and the future objectives of the banks are analyzed. Bank experts in Germany explain what bank customers will expect, how far German banks have progressed in implementing an omni-channel system, and how the bank-customer relationship will change. Findings show that banks will completely transform their distribution by omni-channel management by breaking with existing structures and creating a new customer experience and higher customer value. The paper provides critical insight into what omni-channel integration means for the banking sector.
- Keywords
-
JEL Classification (Paper profile tab)M31, G21, L81
-
References89
-
Tables6
-
Figures3
-
- Figure 1. Data management in an omni-channel environment
- Figure 2. Development of omni-channel research (all sectors) in literature (2012 – July 2019)
- Figure 3. Published omni-channel papers total and in banking sector between 2012 and 2018
-
- Table 1. Description of the different distribution channel characteristics
- Table 2. German top 5 banks: balance sheet total 2018 in EUR million
- Table 3. Characteristics of the experts
- Table 4. Results of literature research
- Table 5. Distribution of omni-channel management papers by classification
- Table А1. Omni-channel in the context of banking literature, search phases 3.1, 3.2
-
- Abhishek, V., Geng, D., Li, B., & Zhou, M. (2017). When the Bank Comes to You: Branch Network and Customer Omni-channel Banking Behavior. SSRN.
- Adobe, & Econsultancy. (2018). Digitale Trends 2018 im Finanzdienstleistungssektor: Digital intelligence briefing.
- Alt, R., Beck, R., & Smits, M. T. (2018). FinTech and the transformation of the financial industry. Electronic Markets, 28(3), 235-243.
- Ansari, A., Mela, C. F., & Neslin, S. A. (2008). Customer Channel Migration. Journal of Marketing Research, 45(1), 60-76.
- Aradhana, G. (2016). Technological Profile of Retailers in India. Indian Journal of Science and Technology, 9(15), 1-16.
- Aubrey, C., & Judge, D. (2012). Re-imagine retail: Why store innovation is key to a brand’s growth in the ’new normal’, digitally-connected and transparent world. Journal of Brand Strategy, 1(1), 31-39.
- Baker, S. E., & Edwards, R. (2013). How many qualitative interviews is enough? Expert voices and early career reflections on sampling and cases in qualitative research.
- Bang, Y., Lee, D.-J., Han, K., Hwang, M., & Ahn, J.-H. (2014). Channel Capabilities, Product Characteristics, and the Impacts of Mobile Channel Introduction. Journal of Management Information Systems, 30(2), 101-126.
- Beck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in Multi-, Cross-, and Omni-Channel Retailing for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170-178.
- Bendoly, E., Blocher, J. D., Bretthauer, K. M., Krishnan, S., & Venkataramanan, M. A. (2005). Online/In-Store Integration and Customer Retention. Journal of Service Research, 7(4), 313-327.
- Bernon, M., Cullen, J., & Gorst, J. (2016). Online retail returns management: Integration within an omni-channel distribution context. International Journal of Physical Distribution & Logistics Management, 46(6/7).
- Böckenholt, I., Mehn, A., & Westermann, A. (Eds.). (2018). Konzepte und Strategien für Omnichannel-Exzellenz: Innovatives Retail-Marketing mit mehrdimensionalen Vertriebs- und Kommunikationskanälen. Stand der Forschung – Entwicklung von Omnichannel-Strategien als Antwort auf neues Konsumentenverhalten. Wiesbaden, Germany: Springer Gabler.
- Bocks, B. (2019). Institute investieren weitere Millionen in Digitalisierungsprojekte.
- Bogner, A., Littig, B., & Menz, W. (2014). Interviews mit Experten: Eine praxisorientierte Einführung. Lehrbuch. Wiesbaden: Springer VS.
- Brinberg, D., & MacGrath, J. E. (1985). Validity and the research process. Newbury Park: Sage Publ.
- Brocke, J. vom, Simons, A., Niehaves, B., Niehaves, B., Reimer, K., Plattfaut, R., & Cleven, A. (2009). Reconstructing the giant: on the importance of rigour in documenting the literature search process. In Proceedings of the Conference: 17th European Conference on Information Systems (ECIS), Verona, Italy (pp. 2206-2217).
- Brynjolfsson, E., Hi, Y. J., & Rahman, M. S. (2013). Competing in the Age of Omnichannel Retailing. MIT Management Review, 54(4), 23-29.
- Buchak, G., Matvos, G., Piskorski, T., & Seru, A. (2017). Fintech, Regulatory Arbitrage, and the Rise of Shadow Banks. Cambridge, MA: National Bureau of Economic Research.
- Chatterjee, P., & Kumar, A. (2017). Consumer willingness to pay across retail channels. Journal of Retailing and Consumer Services, 34, 264-270.
- Chen, H. T. (2006). A Theory-Driven Evaluation Perspective on Mixed Methods Research (RESEARCH IN THE SCHOOLS).
- Chikova, D., Freddi, R., & Kent, S. (2019). European Retail Banking Radar 2019: Times of Change and Opportunity.
- Chiu, H.-C., Hsieh, Y.-C., Roan, J., Tseng, K.-J., & Hsieh, J.-K. (2011). The challenge for multichannel services: Cross-channel free-riding behavior. Electronic Commerce Research and Applications, 10(2), 268-277.
- Coelho, F., & Easingwood, C. (2008). A model of the antecedents of multiple channel usage. Journal of Retailing and Consumer Services, 15(1), 32-41.
- Cortiñas, M., Chocarro, R., & Villanueva, M. L. (2010). Understanding multi-channel banking customers. Journal of Business Research, 63(11), 1215-1221.
- CP Consultingpartner AG (2019). Vertriebsstrategie der Zukunft: Kundenkontaktmanagement.
- Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). Los Angeles, London, New Delhi: SAGE.
- Deloitte. (2015). Omni-channel-2015: A Deloitte Point of View.
- Deloitte. (2017). Digital Banking Benchmark: Improving the digital performance.
- Deutscher Sparkassen- und Giroverband. (2019). Finanzbericht 2018 der Sparkassen-Finanzgruppe.
- Efma & Backbase Report. (2015). Omni-Channel-Banking: The digital transformation roadmap (Colloquium of the Belgian Financial Forum in cooperation with SUERF).
- Ernst & Young AG. (2018). EY-bankenbarometer-2018: 10 Jahre nach der Finanzkrise – Aufbruchstimmung?
- Froehle, C. M., & Roth, A. V. (2004). New measurement scales for evaluating perceptions of the technology-mediated customer service experience. Journal of Operations Management, 22(1), 1-21.
- Gao, R., & Yang, Y.-X. (2016). Consumers’ Decision: Fashion Omni-channel Retailing. Journal of Information Hiding and Multimedia Signal Processing, 7(2).
- Gassenheimer, J. B., Hunter, G. L., & Siguaw, J. A. (2007). An evolving theory of hybrid distribution: Taming a hostile supply network. Industrial Marketing Management, 36(5), 604-616.
- Gasser, U., Gassmann, O., Hens, T., Leifer, L., Puschmann, T., & Zhao, L. (2017). Digital-Banking 2025: Monograph (Working Paper).
- Grewal, D., Roggeveen, A. L., Runyan, R. C., Nordfält, J., & Vazquez Lira, M. E. (2017). Retailing in today’s world: Multiple channels and other strategic decisions affecting firm performance. Journal of Retailing and Consumer Services, 34, 261-263.
- Griffin, B., Dunne, J. S., & Green, R. (2017). Omnichannel: The future of department store retailing.
- Hamouda, M. (2019). Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty. Journal of Enterprise Information Management, 32(4), 608-625.
- Hoffmeyer-Zlotnik, J. H. P. (Ed.). (1992). Analyse verbaler Daten: Über den Umgang mit qualitativen Daten. ZUMA-Publikationen. Opladen: Westdeutscher Verlag.
- Hosseini, S., Merz, M., Röglinger, M., & Wenninger, A. (2018). Mindfully going omni-channel: An economic decision model for evaluating omni-channel strategies. Decision Support Systems, 109, 74-88.
- Hsieh, Y.-C., Roan, J., Pant, A., Hsieh, J.-K., Chen, W.-Y., Lee, M., & Chiu, H.-C. (2012). All for one but does one strategy work for all? Managing Service Quality: An International Journal, 22(3), 310-335.
- Hüftle, M. (2006). Modelle und Methoden der Zeitreihenanalyse.
- Hummel, D., Schacht, S., & Mädche, A. (2017). Multi-Channel Choice in Retail Banking Services: Exploring the Role of Service Characteristics. Proceedings of the 13th International Conference on Wirtschaftsinformatik (WI), St. Gallen, Switzerland. Karlsruhe Institute of Technology (KIT), Institute of Information Systems and Marketing (IISM) and Karlsruhe Service Research Institute (KSRI), Karlsruhe, Germany.
- Jeanpert, S., & Paché, G. (2016). Successful multi-channel strategy: Mixing marketing and logistical issues. Journal of Business Strategy, 37(2), 12-19.
- Johnson, R. B., Onwuegbuzie, A. J., & Turner, L. A. (2016). Toward a Definition of Mixed Methods Research. Journal of Mixed Methods Research, 1(2), 112-133.
- Jovanović, T., Arnold, C., & Voigt, K.-I. (2017). Cooperative banks in need of transition: The influence of Basel III on the business model of German cooperative credit institutions. Journal of Co-operative Organization and Management, 5(1), 39-47.
- Kaiser, R. (2014). Qualitative Experteninterviews: Konzeptionelle Grundlagen und praktische Durchführung. Lehrbuch. Wiesbaden: Springer VS.
- Keuneke, S. (2005). Qualitatives Interview: Ein Handbuch (Keuneke, Susanne: Qualitatives Interview, in: Qualitative Medienforschung). Konstanz.
- Koskosas, I. (2011). The pros and cons of internet banking: A short review. Business excellence and management, 1(1), 49-58.
- Kromrey, H. (2002). Empirische Sozialforschung: Modelle und Methoden der standardisierten Datenerhebung und Datenauswertung (10., vollständig überarbeitete Auflage). Uni-Taschenbücher.
- Lararis, C., & Vrechopoulos, A. (2014). From Multichannel to “Omnichannel” Retailing: Review of the Literature and Calls for Research. ELTRUN – The E-Business Center.
- Lee, I., & Shin, Y. J. (2018). Fintech: Ecosystem, business models, investment decisions, and challenges. Business Horizons, 61(1), 35-46.
- Lemon, K. N., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, 80(6), 69-96.
- Mason, J. (2018). Qualitative researching (3rd ed.). Los Angeles, London, New Delhi: SAGE.
- MAXQDA, Software for qualitative data analysis. (2018). MAXQDA Analytics Pro. Berlin, Germany: VERBI Software. Consult. Social Research GmbH, Berlin, Germany. Sozialforschung GmbH, Berlin, Germany.
- Mayer, H. O. (2008). Interview und schriftliche Befragung: Entwicklung, Durchführung und Auswertung (4., überarb. und erw. Aufl.). München: Oldenbourg.
- McKechnie, S. (1992). Consumer Buying Behaviour in Financial Services: An Overview. International Journal of Bank Marketing, 10(5), 5-39.
- McKinsey & Company Report. (2017). The winning formula for omni-channel banking in North-America.
- Meuser, M., & Nagel, U. (2009). Expertinneninterviews – vielfach erprobt, wenig bedacht. Ein Beitrag zur qualitativen Methodendiskussion: Konzepte, Methoden, Analysen (Qualitativ-empirische Sozialforschung). Wiesbaden.
- Mirsch, T., Lehrer, C., & Jung, R. (2016). Channel Integration towards Omnichannel Management: A Literature Review. 20th Pacific Asia Conference on Information Systems (PACIS) 2016.
- Müller-Lankenau, C., Wehmeyer, K., & Klein, S. (2006). Strategic channel alignment: An analysis of the configuration of physical and virtual marketing channels. Information Systems and e-Business Management, 4(2), 187-216.
- Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J. S., & Verhoef, P. C. (2006). Challenges and Opportunities in Multichannel Customer Management. Journal of Service Research, 9(2), 95-112.
- Ogwueleka, F. N., Misra, S., Colomo-Palacios, R., & Fernandez, L. (2015). Neural Network and Classification Approach in Identifying Customer Behaviour in the Banking Sector: A Case Study of an International Bank. Human Factors and Ergonomics in Manufacturing & Service Industries, 25(1), 28-42.
- Pantano, E., & Viassone, M. (2015). Engaging consumers on new integrated multichannel retail settings: Challenges for retailers. Journal of Retailing and Consumer Services, 25, 106-114.
- Parasuraman, A., & Zinkhan, G. M. (2002). Marketing to and Serving Customers through the Internet: An Overview and Research Agenda. Journal of the Academy of Marketing Science, 30(4), 286-295.
- Picot-Coupey, K., Huré, E., & Piveteau, L. (2016). Channel design to enrich customers’ shopping experiences. International Journal of Retail & Distribution Management, 44(3), 336-368.
- Piotrowicz, W., & Cuthbertson, R. (2014). Introduction to the Special Issue Information Technology in Retail: Toward Omnichannel Retailing. International Journal of Electronic Commerce, 18(4), 5-16.
- Pratz, A., Chikkova, D., Freddi, R., Castro, P., & Hewlett, P. (2015). Time to Reinvent Your Banking Model: The 2015 retail banking radar.
- Rangaswamy, A., & Bruggen, G. H. V. (2005). Opportunities and challenges in multichannel marketing: an introduction to the special issue. Journal of Interactive Marketing, 19(2).
- Reis, J., Amorim, M., & Melão, N. (2018). Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry. International Journal of Production Economics. Advance online publication.
- Rigby, D. K. (2011). The future of shopping: Successful companies will engage customers through “omnichannel” retailing: a mashup of digital and physical exeriences. Harvard Business Review, 89(12), 65-76.
- Röseler, R. (2018). Banken im Umbruch. Rede vom 7.03.2018. Bundesbank-Symsosium “Bankenaufsicht im Dialog”, Frankfurt am Main.
- Saghiri, S., & Wilding, R. (2016). The Journey Toward Omni-Channel Retailing. Logistics and Transport Focus, 30-32.
- Schnell, R., Hill, P. B., & Esser, E. (2018). Methoden der empirischen Sozialforschung (11., überarbeitete Auflage). De Gruyter Studium. Berlin: De Gruyter Oldenbourg.
- Sharma, S. (2016). A detail comparative study on e- banking VS traditional banking. International Journal of Applied Research, 2(7), 302-307.
- Shivakumar, S. K., & Sethii, S. (Eds.) (2019). Transforming Legacy Banking Applications to Banking Experience Platforms. In Building Digital Experience Platforms: A Guide to Developing Next-Generation Enterprise Applications (pp. 261-295). Berkeley, CA: Apress.
- Sousa, R., Amorim, M., Rabinovich, E., & Sodero, A. C. (2015). Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter? Decision Sciences, 46(3), 623-657.
- Sousa, R., & Voss, C. A. (2004). Service quality in multi-channel services employing virtual channels.
- Tesche, Y. (2018). Digitale Nutzung in Deutschland 2018.
- Trenz, M. (2015). The blurring line between electronic and physical channels: reconceptualising multichannel commerce.
- Vasiljeva, T., & Lukanova, K. (2016). Commercial banks and fintech companies in the digiatal transformation: challenges for the future. Journal of Business Management, 11, 25-33.
- Venkatesan, R., Kumar, V., & Ravishanker, N. (2007). Multichannel Shopping: Causes and Consequences. Journal of Marketing, 71, 114-132.
- Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015). From Multi-Channel Retailing to Omni-Channel Retailing. Journal of Retailing, 91(2), 174-181.
- Vives, X. (2017). Fichtech and banking. Friends or foes? The Impact of Fintech on Banking. Rome.
- Voss, C., Tsikriktsis, N., & Frohlich, M. (2002). Case research in operations management. International Journal of Operations & Production Management, 22(2), 195-219.
- Wernicke, I. H. (2018). The “Mystery” of Banking, Money Supply and Deficit Spending from an European Perspective. Journal of Economic Development, Management, IT, Finance and Marketing, 10(1), 14-27.
- Wood, M., Daly, J., Miller, J., & Roper, M. (1999). Multi-Method Research: An Empirical Investigation of Object-Oriented Technology. Journal of Systems and Software, 48(1), 13-26.
- Wyman, O. (2018). Bankenreport Deutschland 2030: Noch da! Wie man zu den 150 Deutschen Banken gehört.
- Zhang, J., Farris, P. W., Irvin, J. W., Kushwaha, T., Steenburgh, T. J., & Weitz, B. A. (2010). Crafting Integrated Multichannel Retailing Strategies. Journal of Interactive Marketing, 24(2), 168-180.