Authors: Stefan Stieglitz, Christoph Lattemann
Addresses: Department of Corporate Governance and eCommerce, University of Potsdam, Germany. ' Department of Corporate Governance and eCommerce, University of Potsdam, Germany
Abstract: Existing structures on financial stock markets circumvent a direct Customer Relationship Management (CRM), particularly the communication between exchange operators and retail investors, as banks are the legally enthroned intermediary. As a result, exchange operators have only limited information about preferences of retail investors. Web 2.0 applications offer opportunities to bridge this lack. To motivate retail investors to use the implemented web 2.0 applications governance mechanisms must be in place. This contribution describes such a web 2.0 concept and their realisation in practice. First insights about customer acceptance and adoption of such a concept are empirically analysed.
Keywords: social software; CRM; stock exchange; motivation; governance; web 2.0 platforms; financial stock markets; customer relationship management; retail investors; e-banking; electronic banking; customer acceptance; customer adoption.
International Journal of Electronic Banking, 2008 Vol.1 No.1, pp.46 - 59
Available online: 24 Sep 2008 *Full-text access for editors Access for subscribers Free access Comment on this article