Multichannel Banking in Italy: Financial, Technological and Organizational Innovation (La Multicanalità Bancaria in Italia Tra Innovazione Finanziaria, Tecnologica e Organizzativa)
University of Palermo - Department of Economics, Business and Finance
July 1, 2004
Banche e Banchieri, No. 4, pp. 336-353, 2004
The paper examines the diffusion of information technology in the economics of Italian banks. The wide spread of information and communication technology is improving banking and financial services delivery to customers.
Particularly, the paper adopts a knowledge management perspective to evaluate banking processes engineering, learning organization, internet working, group working, and customer value proposition, as managerial tools to organizational knowledge creation.
Keywords: multichannel banking, internet banking, information technology, financial innovation, digital economy
JEL Classification: G01, G20, G21, M01, M02, M10, M15Accepted Paper Series
Date posted: January 13, 2012 ; Last revised: September 30, 2012
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