Redesigning Bank-Customer Relationships in the Era of Globalization and Information Technology Revolution
Redesigning Bank-Customer Relationships in the Era of Globalization and Information Technology Revolution

Summary/Abstract: This paper aims to develop a study on the changes brought by globalization and information technology revolution on the relationships between banks and their customers. As more and more of the customers of the banking industry become acquainted with the newest information technologies and value more their time, they demand also electronic access to banking services, forcing thus the banks to adapt themselves to their needs and to redesign the bank-customer relationships. However, beyond the many advantages for the customers and for the banks brought by the new design of these relationships there are also some disadvantages, especially for the banks, but also for the customers, that need attention. Therefore, while channels as internet banking, mobile banking and, more recently, social media banking seem to be the most likely alternatives for the banks to deliver banking services and products, they still have some limits, keeping still alive the interest for the brick-and-mortar bank branches.

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