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Journal cover: International Journal of Service Industry Management

International Journal of Service Industry Management

ISSN: 0956-4233
Currently published as: Journal of Service Management

Online from: 1990

Subject Area: Industry and Public Sector Management

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The impact of information technology on customer and supplier relationships in the financial services


Document Information:
Title:The impact of information technology on customer and supplier relationships in the financial services
Author(s):Paul Mulligan, (Babson College, Babson Park, Massachusetts, USA), Steven R. Gordon, (Babson College, Babson Park, Massachusetts, USA)
Citation:Paul Mulligan, Steven R. Gordon, (2002) "The impact of information technology on customer and supplier relationships in the financial services", International Journal of Service Industry Management, Vol. 13 Iss: 1, pp.29 - 46
Keywords:Customer satisfaction, Financial services, Information technology, Internet, Supplier relations
Article type:Research paper
DOI:10.1108/09564230210421146 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:This study examines the role that information technology plays in supporting relationships between customers and suppliers in the financial service industry. It traces the interrelationships among the different sectors of this industry – brokerage houses, retail banks, institutional banks, mutual funds, insurance underwriters, and others – and identifies roles that information technology and electronic service delivery can play in creating and supporting inter-organizational integration across sector boundaries. It further identifies the opportunities for and threats to these relationships caused, in large part, by the continuing evolution of information technology. This study will help managers in the financial services to analyze the opportunities and assess the risks of building tighter relationships with their customers and suppliers through electronic commerce.



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