{"id":"https://openalex.org/W2011913840","doi":"https://doi.org/10.1108/02652320810913846","title":"The impact of internet banking on business\u2010customer relationships (are you being self\u2010served?)","display_name":"The impact of internet banking on business\u2010customer relationships (are you being self\u2010served?)","publication_year":2008,"publication_date":"2008-10-10","ids":{"openalex":"https://openalex.org/W2011913840","doi":"https://doi.org/10.1108/02652320810913846","mag":"2011913840"},"language":"en","primary_location":{"id":"doi:10.1108/02652320810913846","doi":"https://doi.org/10.1108/02652320810913846","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02652320810913846","pdf_url":null,"source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://opus.lib.uts.edu.au/bitstream/10453/10140/1/2007005454.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5002763209","display_name":"Raechel Johns","orcid":"https://orcid.org/0000-0001-8648-4226","observed_orcids":["https://orcid.org/0000-0001-8648-4226"]},"institutions":[{"id":"https://openalex.org/I188329596","display_name":"University of Canberra","ror":"https://ror.org/04s1nv328","country_code":"AU","type":"education","lineage":["https://openalex.org/I188329596"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Raechel Johns","raw_affiliation_strings":["University of Canberra, Bruce, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Canberra, Bruce, Australia","institution_ids":["https://openalex.org/I188329596"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5079413290","display_name":"Bruce E. Perrott","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I114017466","display_name":"University of Technology Sydney","ror":"https://ror.org/03f0f6041","country_code":"AU","type":"education","lineage":["https://openalex.org/I114017466"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Bruce Perrott","raw_affiliation_strings":["University of Technology, Sydney, Australia","Univ. of Technology/Sydney (Australia)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Technology, Sydney, Australia","institution_ids":["https://openalex.org/I114017466"]},{"raw_affiliation_string":"Univ. of Technology/Sydney (Australia)","institution_ids":["https://openalex.org/I114017466"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.1931,"has_fulltext":true,"cited_by_count":50,"citation_normalized_percentile":{"value":0.9467354,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"26","issue":"7","first_page":"465","last_page":"482"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9926999807357788,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9926999807357788,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.004100000020116568,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13346","display_name":"Digital Transformation in Financial Services","score":0.00139999995008111,"subfield":{"id":"https://openalex.org/subfields/2000","display_name":"General Economics, Econometrics and Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/online-banking","display_name":"internet banking","score":1.0},{"id":"https://openalex.org/keywords/customer-firm-relationships","display_name":"customer-company relationship","score":0.9229999780654907},{"id":"https://openalex.org/keywords/self-service-technology","display_name":"self-service technology","score":0.8730000257492065},{"id":"https://openalex.org/keywords/business-to-business-relationships","display_name":"business-to-business relationships","score":0.8740000128746033},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.7979999780654907},{"id":"https://openalex.org/keywords/technology-perception","display_name":"technology perception","score":0.49000000953674316},{"id":"https://openalex.org/keywords/bank-customers","display_name":"bank customers","score":0.6320000290870667},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.6510000228881836},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.6050000190734863},{"id":"https://openalex.org/keywords/service-delivery-costs","display_name":"service delivery costs","score":0.5400000214576721}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7285884022712708},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7226155400276184},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5874025821685791},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.569583535194397},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.5668776035308838},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.5307626128196716},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5057427883148193},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4838918149471283},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4707986116409302},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.433878630399704},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.1205633282661438},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/02652320810913846","doi":"https://doi.org/10.1108/02652320810913846","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02652320810913846","pdf_url":null,"source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank Marketing","raw_type":"journal-article"},{"id":"pmh:oai:opus.lib.uts.edu.au:10453/10140","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10453/10140","pdf_url":"https://opus.lib.uts.edu.au/bitstream/10453/10140/1/2007005454.pdf","source":{"id":"https://openalex.org/S4306401357","display_name":"UTS ePRESS (University of Technology Sydney)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I114017466","host_organization_name":"University of Technology Sydney","host_organization_lineage":["https://openalex.org/I114017466"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal Article"},{"id":"pmh:tle:053522cc-d534-8823-66d9-1bfba8b028c8:1f071524-0ffb-45dd-b0fd-e2ac8222ffc2:1","doi":null,"is_oa":false,"landing_page_url":"http://www.canberra.edu.au/researchrepository/items/053522cc-d534-8823-66d9-1bfba8b028c8/1/","pdf_url":null,"source":{"id":"https://openalex.org/S7407050591","display_name":"University of Canberra Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I188329596","host_organization_name":"University of Canberra","host_organization_lineage":["https://openalex.org/I188329596"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal Article"}],"best_oa_location":{"id":"pmh:oai:opus.lib.uts.edu.au:10453/10140","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10453/10140","pdf_url":"https://opus.lib.uts.edu.au/bitstream/10453/10140/1/2007005454.pdf","source":{"id":"https://openalex.org/S4306401357","display_name":"UTS ePRESS (University of Technology Sydney)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I114017466","host_organization_name":"University of Technology Sydney","host_organization_lineage":["https://openalex.org/I114017466"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal Article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2011913840.pdf","grobid_xml":"https://content.openalex.org/works/W2011913840.grobid-xml"},"referenced_works_count":33,"referenced_works":["https://openalex.org/W1485716886","https://openalex.org/W1547253197","https://openalex.org/W1591706532","https://openalex.org/W1985614295","https://openalex.org/W1989227918","https://openalex.org/W1994827628","https://openalex.org/W1996600674","https://openalex.org/W2001731299","https://openalex.org/W2002350536","https://openalex.org/W2006852539","https://openalex.org/W2009065585","https://openalex.org/W2020095399","https://openalex.org/W2022476284","https://openalex.org/W2023669794","https://openalex.org/W2029226667","https://openalex.org/W2029792205","https://openalex.org/W2037119104","https://openalex.org/W2042399691","https://openalex.org/W2044994630","https://openalex.org/W2045721947","https://openalex.org/W2049362416","https://openalex.org/W2058492887","https://openalex.org/W2060100894","https://openalex.org/W2064734778","https://openalex.org/W2069861487","https://openalex.org/W2130056739","https://openalex.org/W2135526934","https://openalex.org/W2137247419","https://openalex.org/W2142418121","https://openalex.org/W2166649938","https://openalex.org/W2944905146","https://openalex.org/W3214833809","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2481435384","https://openalex.org/W1566328279","https://openalex.org/W104094689","https://openalex.org/W6996927157","https://openalex.org/W2248708996","https://openalex.org/W2068875190","https://openalex.org/W6998679475","https://openalex.org/W1971496080","https://openalex.org/W7219243020","https://openalex.org/W7100491222"],"abstract_inverted_index":{"Purpose":[0],"The":[1,51,68,156],"purpose":[2],"of":[3,43,58,61,75,84,95,107,117,146,149,158,184,187],"this":[4,150],"paper":[5,52,69],"is":[6,37,122,153,181],"to":[7,54,113,131],"show":[8],"how":[9],"technology":[10,96],"has":[11,24,165],"dramatically":[12],"altered":[13],"the":[14,31,40,56,59,71,100,105,108,118,147,185],"way":[15,32],"businesses":[16],"operate":[17],"in":[18],"a":[19,81,115,143],"business\u2010to\u2010business":[20],"(B2B)":[21],"context":[22],"and":[23,73,136,160,174],"had":[25],"profound":[26],"influences":[27],"on":[28,48,64,99,151,190],"services,":[29],"altering":[30],"services":[33,172],"are":[34,127],"delivered.":[35],"It":[36,90],"believed":[38],"that":[39,93],"increased":[41],"use":[42,60],"self\u2010service":[44,188],"technologies":[45,189],"(SSTs)":[46],"impacts":[47],"B2B":[49,177],"relationships.":[50,66,178,192],"seeks":[53],"explore":[55],"impact":[57,98,148,186],"internet":[62,129],"banking":[63,130],"business":[65,86,191],"Design/methodology/approach":[67],"reviews":[70],"results":[72],"implications":[74,125],"recent":[76],"exploratory":[77],"research":[78,121],"conducted":[79],"with":[80,163],"small":[82],"sample":[83],"Australian":[85],"bank":[87],"customers.":[88,141],"Findings":[89],"was":[91,104],"expected":[92],"perceptions":[94],"would":[97],"relationship.":[101],"However,":[102,142,179],"it":[103],"perception":[106,116],"relationship":[109],"which":[110],"led":[111],"respondents":[112],"develop":[114],"technology.":[119],"Further":[120],"recommended.":[123],"Practical":[124],"Banks":[126],"encouraging":[128],"reduce":[132],"service":[133,138],"delivery":[134],"costs":[135],"improve":[137],"quality":[139],"for":[140],"greater":[144],"understanding":[145],"relationships":[152,162],"essential.":[154],"Originality/value":[155],"importance":[157],"developing":[159],"fostering":[161],"customers":[164],"long":[166],"been":[167],"regarded":[168],"as":[169],"important":[170],"within":[171,176],"marketing":[173],"also":[175],"there":[180],"little":[182],"discussion":[183]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":5}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
