How does technological innovation impact the service time and the attraction of new customers in the financial sector? Evidence from an emerging economy

IF 6.9 2区管理学 Q1 MANAGEMENT

Operations Management Research Pub Date : 2024-02-06 DOI:10.1007/s12063-023-00437-1

Lorena Reyes-Rubiano, Ingrid Y. Amaya, David Medina Mayorga, Andrés Muñoz-Villamizar, Elyn Solano-Charris

引用次数: 0

Abstract

Due to safety perceptions, Colombian banking clients prefer to visit bank branch offices instead of other channels. Thus, there are long waiting for lines at branch offices. Considering the need for more tools for strengthening and streamlining client service, the number of financial clients tends to diminish. In this context, this paper aims to measure the impact of technological innovation on the clients’ waiting time and the attraction of new customers. We propose a simulation-based methodology to analyze customer behaviors and forecast the diffusion effect on mobile app adoption. Furthermore, our study provides managerial insights and future research lines.

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技术创新如何影响金融业的服务时间和吸引新客户？来自新兴经济体的证据

出于安全考虑，哥伦比亚的银行客户更愿意前往银行分行而不是其他渠道。因此，在分行排队等候的时间很长。考虑到需要更多的工具来加强和简化客户服务，金融客户的数量有减少的趋势。在这种情况下，本文旨在衡量技术创新对客户等待时间和吸引新客户的影响。我们提出了一种基于模拟的方法来分析客户行为，并预测移动应用程序采用的扩散效应。此外，我们的研究还提供了管理见解和未来研究方向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Operations Management Research MANAGEMENT-

CiteScore

6.20

自引率

23.30%

发文量

104

期刊介绍： Operations Management Research is a peer-reviewed journal that focuses on rapidly publishing high-quality research in the field of operations management. It aims to advance both the theory and practice of operations management across a wide range of topics and research paradigms. The journal covers all aspects of operations management, including manufacturing, supply chain, health care, and service operations. It welcomes various research methodologies, such as case studies, action research, surveys, mathematical modeling, and simulation. The goal of Operations Management Research is to promote research that enhances both the theory and practice of operations management, as it is an applied discipline. The journal also publishes Academic Notes, which are special papers that address research methodologies, the direction of the operations management field, and other topics of interest to academicians. Additionally, there is a demand for shorter and more focused research articles in operations management, which this journal aims to fulfill.