{"id":"https://openalex.org/W4416131612","doi":"https://doi.org/10.1007/s12525-025-00835-2","title":"Automation and augmentation in professional services: Exploring the impact of financial self-service technology","display_name":"Automation and augmentation in professional services: Exploring the impact of financial self-service technology","publication_year":2025,"publication_date":"2025-11-12","ids":{"openalex":"https://openalex.org/W4416131612","doi":"https://doi.org/10.1007/s12525-025-00835-2"},"language":"en","primary_location":{"id":"doi:10.1007/s12525-025-00835-2","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s12525-025-00835-2","pdf_url":"https://link.springer.com/content/pdf/10.1007/s12525-025-00835-2.pdf","source":{"id":"https://openalex.org/S137519996","display_name":"Electronic Markets","issn_l":"1019-6781","issn":["1019-6781","1422-8890"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Markets","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://link.springer.com/content/pdf/10.1007/s12525-025-00835-2.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5001106431","display_name":"Sophie Altrock","orcid":"https://orcid.org/0000-0003-3093-8115"},"institutions":[{"id":"https://openalex.org/I200650556","display_name":"University of Agder","ror":"https://ror.org/03x297z98","country_code":"NO","type":"education","lineage":["https://openalex.org/I200650556"]},{"id":"https://openalex.org/I4210095297","display_name":"MIT University","ror":"https://ror.org/00v140q16","country_code":"MK","type":"education","lineage":["https://openalex.org/I4210095297"]},{"id":"https://openalex.org/I4210119947","display_name":"Agder Research","ror":"https://ror.org/02k3w5n89","country_code":"NO","type":"facility","lineage":["https://openalex.org/I4210119947"]},{"id":"https://openalex.org/I82951845","display_name":"RMIT University","ror":"https://ror.org/04ttjf776","country_code":"AU","type":"education","lineage":["https://openalex.org/I82951845"]}],"countries":["AU","MK","NO"],"is_corresponding":true,"raw_author_name":"Sophie Altrock","raw_affiliation_strings":["School of Business and Law, University of Agder, Kristiansand, Norway","School of Management, RMIT University, VIC, Melbourne, Australia","School of Business and Law, University of Agder, Universitetsveien 19, 4630, Kristiansand, Norway","School of Management, RMIT University, VIC, Building 80, 445 Swanston Street, Melbourne, 3000, Australia"],"raw_orcid":"https://orcid.org/0000-0003-3093-8115","affiliations":[{"raw_affiliation_string":"School of Business and Law, University of Agder, Kristiansand, Norway","institution_ids":["https://openalex.org/I200650556"]},{"raw_affiliation_string":"School of Management, RMIT University, VIC, Melbourne, Australia","institution_ids":["https://openalex.org/I82951845"]},{"raw_affiliation_string":"School of Business and Law, University of Agder, Universitetsveien 19, 4630, Kristiansand, Norway","institution_ids":["https://openalex.org/I200650556","https://openalex.org/I4210119947"]},{"raw_affiliation_string":"School of Management, RMIT University, VIC, Building 80, 445 Swanston Street, Melbourne, 3000, Australia","institution_ids":["https://openalex.org/I4210095297","https://openalex.org/I82951845"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5074775339","display_name":"Anne\u2010Laure Mention","orcid":"https://orcid.org/0000-0001-9558-8799"},"institutions":[{"id":"https://openalex.org/I166825849","display_name":"Tampere University","ror":"https://ror.org/033003e23","country_code":"FI","type":"education","lineage":["https://openalex.org/I166825849"]},{"id":"https://openalex.org/I4210095297","display_name":"MIT University","ror":"https://ror.org/00v140q16","country_code":"MK","type":"education","lineage":["https://openalex.org/I4210095297"]},{"id":"https://openalex.org/I4210166615","display_name":"INESC TEC","ror":"https://ror.org/05fa8ka61","country_code":"PT","type":"nonprofit","lineage":["https://openalex.org/I4210125590","https://openalex.org/I4210166615"]},{"id":"https://openalex.org/I82951845","display_name":"RMIT University","ror":"https://ror.org/04ttjf776","country_code":"AU","type":"education","lineage":["https://openalex.org/I82951845"]},{"id":"https://openalex.org/I8696757","display_name":"Singapore University of Social Sciences","ror":"https://ror.org/01s57k749","country_code":"SG","type":"education","lineage":["https://openalex.org/I8696757"]}],"countries":["AU","FI","MK","PT","SG"],"is_corresponding":true,"raw_author_name":"Anne-Laure Mention","raw_affiliation_strings":["INESC TEC Portugal, Porto, Portugal","School of Management, RMIT University, VIC, Melbourne, Australia","Singapore University of Social Sciences, Singapore, Singapore","Tampere University, Tampere, Finland","School of Management, RMIT University, VIC, Building 80, 445 Swanston Street, Melbourne, 3000, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"INESC TEC Portugal, Porto, Portugal","institution_ids":["https://openalex.org/I4210166615"]},{"raw_affiliation_string":"School of Management, RMIT University, VIC, Melbourne, Australia","institution_ids":["https://openalex.org/I82951845"]},{"raw_affiliation_string":"Singapore University of Social Sciences, Singapore, Singapore","institution_ids":["https://openalex.org/I8696757"]},{"raw_affiliation_string":"Tampere University, Tampere, Finland","institution_ids":["https://openalex.org/I166825849"]},{"raw_affiliation_string":"School of Management, RMIT University, VIC, Building 80, 445 Swanston Street, Melbourne, 3000, Australia","institution_ids":["https://openalex.org/I4210095297","https://openalex.org/I82951845"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5016758188","display_name":"Tor Helge","orcid":"https://orcid.org/0000-0003-2002-9372"},"institutions":[{"id":"https://openalex.org/I200650556","display_name":"University of Agder","ror":"https://ror.org/03x297z98","country_code":"NO","type":"education","lineage":["https://openalex.org/I200650556"]},{"id":"https://openalex.org/I4210119947","display_name":"Agder Research","ror":"https://ror.org/02k3w5n89","country_code":"NO","type":"facility","lineage":["https://openalex.org/I4210119947"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Tor Helge Aas","raw_affiliation_strings":["School of Business and Law, University of Agder, Universitetsveien 19, 4630, Kristiansand, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business and Law, University of Agder, Universitetsveien 19, 4630, Kristiansand, Norway","institution_ids":["https://openalex.org/I200650556","https://openalex.org/I4210119947"]}]}],"institutions":[],"countries_distinct_count":6,"institutions_distinct_count":7,"corresponding_author_ids":["https://openalex.org/A5001106431","https://openalex.org/A5074775339"],"corresponding_institution_ids":["https://openalex.org/I166825849","https://openalex.org/I200650556","https://openalex.org/I4210095297","https://openalex.org/I4210119947","https://openalex.org/I4210166615","https://openalex.org/I82951845","https://openalex.org/I8696757"],"apc_list":{"value":3190,"currency":"USD","value_usd":3190},"apc_paid":{"value":3190,"currency":"USD","value_usd":3190},"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.38464571,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"35","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.31360000371932983,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T11114","display_name":"Service and Product Innovation","score":0.31360000371932983,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T12501","display_name":"Digital Economy and Work Transformation","score":0.1265999972820282,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.07349999994039536,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/automation","display_name":"Automation","score":0.7601000070571899},{"id":"https://openalex.org/keywords/leverage","display_name":"Leverage (statistics)","score":0.6304000020027161},{"id":"https://openalex.org/keywords/financial-services","display_name":"Financial services","score":0.6229000091552734},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.46720001101493835},{"id":"https://openalex.org/keywords/investment","display_name":"Investment (military)","score":0.3630000054836273},{"id":"https://openalex.org/keywords/intersection","display_name":"Intersection (aeronautics)","score":0.3386000096797943},{"id":"https://openalex.org/keywords/digital-transformation","display_name":"Digital transformation","score":0.33799999952316284}],"concepts":[{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.7601000070571899},{"id":"https://openalex.org/C153083717","wikidata":"https://www.wikidata.org/wiki/Q6535263","display_name":"Leverage (statistics)","level":2,"score":0.6304000020027161},{"id":"https://openalex.org/C139043278","wikidata":"https://www.wikidata.org/wiki/Q837171","display_name":"Financial services","level":2,"score":0.6229000091552734},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46720001101493835},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4271000027656555},{"id":"https://openalex.org/C27548731","wikidata":"https://www.wikidata.org/wiki/Q88272","display_name":"Investment (military)","level":3,"score":0.3630000054836273},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.35589998960494995},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.3483999967575073},{"id":"https://openalex.org/C64543145","wikidata":"https://www.wikidata.org/wiki/Q162942","display_name":"Intersection (aeronautics)","level":2,"score":0.3386000096797943},{"id":"https://openalex.org/C126082660","wikidata":"https://www.wikidata.org/wiki/Q4252370","display_name":"Digital transformation","level":2,"score":0.33799999952316284},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.3066999912261963},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.30250000953674316},{"id":"https://openalex.org/C207267971","wikidata":"https://www.wikidata.org/wiki/Q120208","display_name":"Emerging technologies","level":2,"score":0.3019999861717224},{"id":"https://openalex.org/C21457203","wikidata":"https://www.wikidata.org/wiki/Q4056293","display_name":"Process automation system","level":3,"score":0.2879999876022339},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.28790000081062317},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.28209999203681946},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.27730000019073486},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.2720000147819519},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.27129998803138733},{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.26570001244544983},{"id":"https://openalex.org/C540431452","wikidata":"https://www.wikidata.org/wiki/Q16319025","display_name":"FinTech","level":3,"score":0.2506999969482422}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s12525-025-00835-2","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s12525-025-00835-2","pdf_url":"https://link.springer.com/content/pdf/10.1007/s12525-025-00835-2.pdf","source":{"id":"https://openalex.org/S137519996","display_name":"Electronic Markets","issn_l":"1019-6781","issn":["1019-6781","1422-8890"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Markets","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1007/s12525-025-00835-2","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s12525-025-00835-2","pdf_url":"https://link.springer.com/content/pdf/10.1007/s12525-025-00835-2.pdf","source":{"id":"https://openalex.org/S137519996","display_name":"Electronic Markets","issn_l":"1019-6781","issn":["1019-6781","1422-8890"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Markets","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G7968718064","display_name":"European Training Network for InduStry Digital Transformation across Innovation Ecosystems","funder_award_id":"956745","funder_id":"https://openalex.org/F4320338337","funder_display_name":"H2020 Marie Sk\u0142odowska-Curie Actions"}],"funders":[{"id":"https://openalex.org/F4320338337","display_name":"H2020 Marie Sk\u0142odowska-Curie Actions","ror":null}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4416131612.pdf","grobid_xml":"https://content.openalex.org/works/W4416131612.grobid-xml"},"referenced_works_count":106,"referenced_works":["https://openalex.org/W1538573988","https://openalex.org/W1791587663","https://openalex.org/W1834533132","https://openalex.org/W1916958971","https://openalex.org/W1924429363","https://openalex.org/W1971052900","https://openalex.org/W1977987445","https://openalex.org/W2002554683","https://openalex.org/W2008155708","https://openalex.org/W2012819547","https://openalex.org/W2024284584","https://openalex.org/W2074097883","https://openalex.org/W2085656339","https://openalex.org/W2100379340","https://openalex.org/W2123179704","https://openalex.org/W2150563888","https://openalex.org/W2155167238","https://openalex.org/W2159028248","https://openalex.org/W2471545370","https://openalex.org/W2526323521","https://openalex.org/W2526781987","https://openalex.org/W2598749671","https://openalex.org/W2770984856","https://openalex.org/W2772821268","https://openalex.org/W2786329903","https://openalex.org/W2804154565","https://openalex.org/W2811491348","https://openalex.org/W2888283162","https://openalex.org/W2894528744","https://openalex.org/W2903928216","https://openalex.org/W2913419195","https://openalex.org/W2922903482","https://openalex.org/W2945813221","https://openalex.org/W2950948599","https://openalex.org/W2969075152","https://openalex.org/W2969928624","https://openalex.org/W2972650417","https://openalex.org/W2978444416","https://openalex.org/W2981899967","https://openalex.org/W2982721194","https://openalex.org/W2988937188","https://openalex.org/W3003204057","https://openalex.org/W3005831385","https://openalex.org/W3005905704","https://openalex.org/W3008828973","https://openalex.org/W3010115818","https://openalex.org/W3010901608","https://openalex.org/W3011092931","https://openalex.org/W3014292215","https://openalex.org/W3028461758","https://openalex.org/W3038308616","https://openalex.org/W3046436780","https://openalex.org/W3088283486","https://openalex.org/W3088897745","https://openalex.org/W3092938312","https://openalex.org/W3106963096","https://openalex.org/W3109521853","https://openalex.org/W3119077770","https://openalex.org/W3119250774","https://openalex.org/W3132244519","https://openalex.org/W3137121183","https://openalex.org/W3138014297","https://openalex.org/W3153519813","https://openalex.org/W3158990656","https://openalex.org/W3161643617","https://openalex.org/W3161690828","https://openalex.org/W3162751156","https://openalex.org/W3185212992","https://openalex.org/W3190283454","https://openalex.org/W3195061867","https://openalex.org/W3197295500","https://openalex.org/W3199205423","https://openalex.org/W3201434986","https://openalex.org/W3211430207","https://openalex.org/W4200522522","https://openalex.org/W4206147978","https://openalex.org/W4210766544","https://openalex.org/W4210933732","https://openalex.org/W4220921529","https://openalex.org/W4229017463","https://openalex.org/W4234184423","https://openalex.org/W4247155454","https://openalex.org/W4280498177","https://openalex.org/W4280631843","https://openalex.org/W4295127154","https://openalex.org/W4296124803","https://openalex.org/W4296963432","https://openalex.org/W4302029122","https://openalex.org/W4308498432","https://openalex.org/W4308923153","https://openalex.org/W4312604042","https://openalex.org/W4313597561","https://openalex.org/W4323547416","https://openalex.org/W4362581728","https://openalex.org/W4366141395","https://openalex.org/W4376867007","https://openalex.org/W4381793921","https://openalex.org/W4383033453","https://openalex.org/W4384828864","https://openalex.org/W4384916821","https://openalex.org/W4386055621","https://openalex.org/W4394002153","https://openalex.org/W4404958893","https://openalex.org/W4408147152","https://openalex.org/W4408982362","https://openalex.org/W4410120065"],"related_works":[],"abstract_inverted_index":{"Abstract":[0],"Despite":[1],"the":[2,36,48,66],"rise":[3],"of":[4,68,106],"increasingly":[5],"smart":[6],"technologies":[7],"in":[8,43,92,141],"professional":[9],"services,":[10],"financial":[11,107],"services":[12],"firms":[13,91],"require":[14],"clear":[15],"strategies":[16],"for":[17,39],"integrating":[18],"automation,":[19],"augmentation,":[20],"and":[21,47,70,75,86,96,122,138],"hybrid":[22,145],"service":[23,120,139,146],"models":[24,147],"alongside":[25],"human":[26],"workers.":[27],"This":[28],"paper":[29],"employs":[30],"a":[31,130],"qualitative":[32],"approach":[33,132],"to":[34,51,98,117,129,133],"explore":[35],"considerations":[37],"necessary":[38],"adopting":[40],"robo-advisors":[41],"(RAs)":[42],"self-service":[44,59],"investment":[45],"management":[46],"actions":[49,116],"required":[50],"support":[52],"their":[53],"integration.":[54],"The":[55],"findings":[56],"show":[57],"how":[58,97],"technology":[60],"(SST)":[61],"such":[62],"as":[63,102],"RAs":[64,101],"at":[65,136],"intersection":[67],"customer":[69],"worker":[71],"can":[72],"enable":[73],"automation":[74,121,140],"augmentation":[76],"simultaneously.":[77],"Overall,":[78],"six":[79],"factors":[80],"are":[81],"identified":[82],"across":[83],"technical,":[84],"organisational,":[85],"external":[87],"dimensions":[88],"that":[89,148],"guide":[90],"determining":[93],"when,":[94],"where":[95],"effectively":[99],"adopt":[100],"an":[103],"integral":[104],"part":[105],"services.":[108],"For":[109],"each":[110],"factor,":[111],"we":[112],"present":[113],"specific":[114],"firm-level":[115],"achieve":[118],"successful":[119],"augmentation.":[123],"As":[124],"such,":[125],"this":[126],"research":[127],"contributes":[128],"holistic":[131],"digital":[134],"transformation":[135],"large":[137],"particular":[142],"by":[143],"proposing":[144],"leverage":[149],"SST.":[150]},"counts_by_year":[],"updated_date":"2026-07-29T09:40:50.615796","created_date":"2025-11-12T00:00:00"}
