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2017 | OriginalPaper | Chapter

Digitalization in the Service Economy – The Case of Banking Services

Authors : Manuela Koch-Rogge, Georg Westermann

Published in: Dienstleistungen 4.0

Publisher: Springer Fachmedien Wiesbaden

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Digital services challenge traditional service concepts and pose vexing management challenges. By the case of banking services it is illustrated how digital technologies alter taken-for-granted implications that were derived from traditional services concepts. Thus, a pathway model is developed indicating changing positions of distinct service types in the service matrix. Eventually, structural and managerial implications that arise from those changes are discussed.

Metadata
Title
Digitalization in the Service Economy – The Case of Banking Services
Authors
Manuela Koch-Rogge
Georg Westermann
Copyright Year
2017
DOI
https://doi.org/10.1007/978-3-658-17552-8_19

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