| Title |
Digital Transformation in Corporate Banking: Toward a Blended Service Model |
| ID_Doc |
70135 |
| Authors |
Lóska, G; Uotila, J |
| Title |
Digital Transformation in Corporate Banking: Toward a Blended Service Model |
| Year |
2024 |
| Published |
California Management Review, 66, 3 |
| DOI |
10.1177/00081256231207429 |
| Abstract |
Digital technologies challenge incumbent firms to rethink their established approaches to customer relationships. This article examines how a corporate bank reconfigured its relationship-oriented business model to benefit from digital transformation. The case analysis reveals a gradual transition toward a blended service model that first replaces, then complements, and finally augments physical with digital in increasingly complex customer interactions. While replacing and complementing human-enabled services with digital offerings are necessary steps of the digital transition, the associated competitive advantages are perceived as unlikely to endure. In contrast, augmenting human-enabled services with sophisticated digital technologies holds the potential for sustainable competitive advantage. |
| Author Keywords |
business model development; service innovation; customer relationship management; banks; competitive advantage; value creation; information technology |
| Index Keywords |
Index Keywords |
| Document Type |
Other |
| Open Access |
Open Access |
| Source |
Social Science Citation Index (SSCI) |
| EID |
WOS:001133073200001 |
| WoS Category |
Business; Management |
| Research Area |
Business & Economics |
| PDF |
https://journals.sagepub.com/doi/pdf/10.1177/00081256231207429
|