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Contribution Details

Type Conference or Workshop Paper
Scope Discipline-based scholarship
Published in Proceedings Yes
Title Understanding information seeking behaviour in financial advisory
Organization Unit
  • Philipp Nussbaumer
  • I Slembek
  • C Lueg
  • R Mogicato
  • Gerhard Schwabe
Presentation Type paper
Item Subtype Original Work
Refereed Yes
Status Published in final form
  • English
Event Title ISI 2009
Event Type conference
Event Location Constance, Germany
Event Start Date April 1 - 2009
Event End Date April 3 - 2009
Abstract Text In light of the financial crisis, it has become even more critical for financial service providers to remain competitive. This paper discusses new perspectives on the problems of today’s advisory services, including the customer's dissatisfaction with personalization and individualization. Thereby we draw on research in human information behavior, particularly Wilson's model, which provides a promising framework to better understand the information behavior of clients and in turn helps us understand some of the IT-enablers of individualized financial services. Our findings are supported by data collected from mystery shopping episodes and focus group discussions.
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