通过数字银行互动的交互价值形成的前体
Ramya Tauh1,2, Savitha Basri1
1Manipal School of Commerce and Economics, Manipal Academy of Higher Education, Manipal, Karnataka, 576104, India.
F1000Research
|June 16, 2025
概括
知识和关系质量是成功数字银行互动的关键. 专注于这些方面可以增强银行服务中的客户共同创造和互动价值形成 (IVF).
科学领域:
- 数字银行数字银行业务
- 消费者行为 消费者行为
- 服务设计服务设计
背景情况:
- 由于消费者的动态行为和复杂的服务设计,数字银行互动是复杂的.
- 银行业的自动化系统往往缺乏个性化,导致沟通失误和客户保留挑战.
- 共创互动和互动价值形成 (IVF) 对于有意义的客户参与数字银行业务至关重要.
研究的目的:
- 确定影响数字银行业互动价值形成 (IVF) 的前体.
- 了解知识和关系质量如何影响数字银行环境中的共同创造.
- 为数字银行客户互动的有限文献做出贡献.
主要方法:
- 使用调查问卷的量化方法.
- 从卡纳塔克地区的442名数字活跃银行客户收集的数据.
- 使用SmartPLS 4.0软件进行的分析.
主要成果:
- 知识证明了与试管婴儿最重要的关系,信息搜索和共享对于共同创造至关重要.
- 关系质量对数字交互中的价值形成有适度的影响.
- 没有发现沟通与共同创造有显著的关系.
结论:
- 银行应优先发展数字互动中的知识和关系方面,以促进共同创造.
- 量身定制的方法强调相关性和价值至关重要,超越通用更新.
- 有效的数字互动要求银行通过专注于客户需求来避免对入侵或低效的看法.
相关概念视频
Social Foundations of Self IV: Self in Digital Communication
3
Since the early 2000s, computer-mediated communication (CMC) has grown rapidly, playing a crucial role in self-development. A key distinction between CMC and real-life interactions is the lack of a physically present partner. This absence makes non-verbal cues such as facial expressions, body language, and paralinguistic signals unavailable in CMC platforms like email, instant messaging, or social media. The lack of these cues can create ambiguity and complicate how feedback is interpreted.The...
3
Automatic Processing and Automatic Social Behavior
2
Automatic processing refers to the cognitive operations that occur without conscious intent or awareness, playing a fundamental role in shaping social cognition and behavior. These processes enable individuals to navigate complex social environments efficiently by relying on mental shortcuts and pre-existing knowledge structures known as schemas. One of the most influential mechanisms underlying automatic processing is priming, which subtly activates mental representations through exposure to...
2
Relationship Formation
41.3K
What do you think is the single most influential factor in determining with whom you become friends and whom you form romantic relationships? You might be surprised to learn that the answer is simple: the people with whom you have the most contact. This most important factor is proximity. You are more likely to be friends with people you have regular contact with. For example, there are decades of research that shows that you are more likely to become friends with people who live in your dorm,...
41.3K
Social Exchange Theory
9
As formulated by John Thibaut and Harold Kelley, Social Exchange Theory explains human relationships as economic-like exchanges that maximize rewards and minimize costs. This theory suggests that individuals engage in relationships to gain benefits and reduce burdens, similar to economic transactions. It has been widely applied to various types of relationships, including romantic, professional, and social interactions.Rewards and Costs in RelationshipsRelationship rewards include emotional...
9
Social Scripts
10.0K
People tend to know what behavior is expected of them in specific, familiar settings. A script is a person’s knowledge about the sequence of events expected in a specific setting (Schank & Abelson, 1977). Essentially, scripts are a particular kind of schema, one containing default values for the features within an event. In the restaurant example, the script's features include the props (e.g., tables, menu, food, and money), the roles to be played (e.g., customer and waiter),...
10.0K
Processes of Self-Presentation
5
Effective self-presentation is a central component of social interaction and identity construction. It relies on the dynamic processes of defining the situation and engaging in self-disclosure. These mechanisms help individuals navigate social context expectations and manage how others perceive them, fostering mutual understanding and relationship development.Defining the SituationSocial situations are shaped by collectively understood frames—a set of widely understood rules or...
5


