Paper info: Is Relationship Theory Applicable to Internet Bank Relationships?
Is Relationship Theory Applicable to Internet Bank Relationships?
Kent Eriksson and Rolf Marquardt
Place of Publication
The paper was published at the 17th IMP-conference in Oslo, Norway in 2001.
Relationships have traditionally been studied between business actors.This paper brings the framework for analysis of business relationshipsto consumer markets. Internet bank relationships introduce a newcommunication channel for the bank customer. This paper explores coordinationand understanding of internet bank service in relationshipsbetween banks and their customers. The paper also identifies that theparties experience of each other is of great importance for how theyco-ordinate and understand exchange through the internet channel.