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Published in:
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.