%0 Journal Article
%T Self-Service Banking: Value Creation Models and Information Exchange
%A Ragnvald Sannes
%J Informing Science The International Journal of an Emerging Transdiscipline
%D 2001
%I Informing Science Institute
%X This paper argues that most banks have failed to exploit the potential of self-service banking because they base their service design on an incomplete business model for self-service. A framework for evaluation of self-service banking concepts is developed on the basis of Stabell and Fjeldstad's three value configurations. The value network and the value shop are consistent with self-service banking while the value chain is inappropriate. The impact of the value configurations on information exchange and self-service functionality is discussed, and a framework for design of such services proposed. Current self-service banking practices are compared to the framework, and it is concluded that current practice matches the concept of a value network and not the value shop. However, current practices are only a partial implementation of a value network-based self-service banking concept.
%K Internet banking
%K electronic banking
%K self-service banking
%K self-service technology (SST)
%K value creation
%K value network
%K value shop
%K information exchange
%U http://inform.nu/Articles/Vol4/v4n4p139-148.pdf