چارچوب ارزش‌آفرینی خدمات کانال‌های ترکیبی در صنعت بانکداری

قربانی­زاده، وجه­ا...؛ حسن­نانگیر، سیدطه؛ رودساز، حبیب. (1392). فراتحلیل عوامل مؤثر بر پذیرش فناوری اطلاعات در ایران. پژوهش‌های مدیریت در ایران، دوره 17، شماره 2، ص 177-196.

کفاشان، مجتبی. (1389). کاربرد نظریه­های پذیرش فناوری در ارزیابی فن­آوری­های اطلاعاتی کتابخانه­ها: رویکردی متن پژوهانه. کتابداری و اطلاع­رسانی، دوره 13، شماره 4، ص 193-218.

کاویانی، حسین؛ مظلومی، نادر؛ محمدیان، محمود؛ ضرغام، حمید. (1394). طراحی الگوی به‌کارگیری استراتژی کانال‌های توزیع ترکیبی در سازمان­های مالی. پژوهشنامه مدیریت اجرایی، دوره 7، شماره 13، ص 91-118.

باشکوه­اجیرلو، محمد؛ علیپور، وحیده. (1391). نقش ارتباطات در هماهنگی کانال‌های توزیع چندگانه در صنعت الکترونیک. مدیریت فناوری اطلاعات. دوره 4، شماره 10، ص 1-24.

Aaker, D.A., Mcloughlin, D., (2007). Strategic Market Management. European Edition, John Wiley & Sons Ltd.

Abdullah M. Baabdullaha, Ali Abdallah Alalwanb, Nripendra P. Ranac, Hatice Kizginc,, & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 1-15. doi:10.1016/j.ijinfomgt.2018.09.002

Afshan, S., Sharif, A., (2016). Acceptance of Mobile Banking Framework in Pakistan. Telematics and Informatics. 33, 370–387.

Ahmad, D. A. E. M. K. (2011). E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation. 1-16.

Ahmed, A. (2014). -Banking and Its Impact on Banks' Performance and Consumers' Behaviour.

Ahmed, A. A. a. E. (2013). The effect of motivation on trust in the acceptance of internet banking in a low income country. doi:10.1108/02652321311298690

Alalwan, A.A., Dwivedi, Y.K., Rana, N.P., 2017. Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management 37,(3), 99-110.

Albesa, J. G. (2007). Interaction channel choice in a multichannel environment, an empirical study. International Journal of Bank Marketing, 25(7), 490-506.‏

Alexandre, C., Mas, I., & Radcliffe, D. (2011). Regulating new banking models to bring financial services to all. Challenge, 54(3), 116-134.

Alsajjan, B. A. (2014). The Impact of Trust on Acceptance of Online Banking. 1-20.

Arash Negahban a, Chih-Hung Chung b. (2014). Discovering determinants of users perception of mobile device

Asaad, T. (2016). Antecedents of Channel Choice in Business-To-Business Professional Services: Focus on the Insurance Sector. Journal of Marketing Management, 4 (2), 35-48.

Baabdullah, A.M., Alalwan, A.A., Rana, N.P., Kizgin, H., Patil, P., 2019. Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management (44), 38-52.

Banphot Vatanasombut a, Magid Igbaria b, Antonis C. Stylianou c, Waymond Rodgers. (2008). Information systems continuance intention of web-based applications customers: The case of online banking. Information & Management, 1-10. doi::10.1016/j.im.2008.03.005

Baptista, G., Oliveira, T., 2015. Understanding mobile banking: The unified theory of acceptance and use of technology combined with cultural moderators. Computers in Human Behavior 50, 418-430.

Baptista, G., Oliveira, T., 2017. Why so serious? Gamification impact in the acceptance of mobile banking services. Internet Research 27,(1), 118-139.

Betancourt, R.R., Chocarro R., Cortiñas, M., Elorz, M., Mugica J.M. (2016). Channel Choice in the 21st Century: The Hidden Role of Distribution Services. Journal of Interactive Marketing, 33, 1-12.

BHATT, A. (2016). Factors Affecting Customer’s Adoption of Mobile Banking Services. Journal of Internet Banking and Commerce.

Black, N.J., Lockett, A., Ennew, C., Winklhofer, H. and McKechnie, S. (2002). Modelling consumer choice of distribution channels: an illustration from financial services. International Journal of Bank Marketing, 20(4), 161-173.

Bohlin, E., Shaikh, A. A., & Hanafizadeh, P. (2018). Social Network Banking: A Case Study of 100 Leading Global Banks. International Journal of E-Business Research (IJEBR), 14(2), 1-13.

Cambra-Fierro, J., Kamakura, W. A., Melero-Polo, I., & Sese, F. J. (2016). Are multichannel customers really more valuable? An analysis of banking services. International Journal of Research in Marketing, 33(1), 208-212.‏

Carlos Tam*, T. O. (2016). Understanding the impact of m-banking on individual performance:

Carolina Martins a, T. O. a., Ales ˇ Popovic. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. international Journal of Information Management, 1-13. doi:10.1016/j.ijinfomgt.2013.06.002

Chaouali, W., Yahia, I. B., & Souiden, N. (2016). The interplay of counter-conformity motivation, social influence, and trust in customers' intention to adopt Internet banking services: The case of an emerging country. Journal of Retailing and Consumer Services, 28, 209-218.

Chen, K., Kou, G., Shang, J. (2014). An analytic decision making framework to evaluate multiple marketing channels. Industrial Marketing Management, 43, 1420–1434.

Coelho, F., Easingwood, C. (2005). Determinants of multiple channel choice in financial services: an environmental uncertainty model. Journal of Services Marketing, 19 (4), 199–211.

Coelho, F., Easingwood, C. (2008). A model of the antecedents of multiple channel usage. Journal of Retailing and Consumer Services, 15, 32–41.

ComScore. (2012). 1 in 4 internet users access banking sites globally. comScore Data Mine.

Creswell, J. W., & Miller, D. L. (2000). Determining validity in qualitative inquiry. Theory into practice, 39(3), 124-130.

Danili, E., Reid, N. (2006). Cognitive factors can potentially affect pupils’ test performance. Chemistry Education Research and Practice, 7, 64–83.

DeLone & McLean and TTF perspective. Computers in Human Behavior, 1-12. doi:/10.1016/j.chb.2016.03.016

F. Munoz-Leiva ˜ a, S. Climent-Climent b, F. Liébana-Cabanillas a. (2017). Determinants of intention to use the mobile banking apps: An extension of the classic TAM model. SPANISH JOURNAL OF MARKETING - ESIC, 1-14. doi:10.1016/j.sjme.2016.12.001

Fishbein. M. & Ajzen, I. (2015). Predicting and Changing Behavior: The Reasoned Action Approach. N ess.

Fonchamnyo, D. C. (2013). Customers’ Perception of E-banking Adoption in Cameroon: An Empirical Assessment of an Extended TAM. 1-11. doi:10.5539/ijef.v5n1p166

Frazier, G.L. (1999). Organizing and managing channels of distribution. Journal of the Academy of Marketing Science, 27 (2), 226–240.

functionality fit. Computers in Human Behavior, 1-10. doi:10.1016/j.chb.2014.02.020

Gandy, A. (2014). Mobile banking, a business models approach. The Routledge Companion to Financial Services Marketing, 335.

Gassenheimer, J.B., Hunter, G.L., Siguaw, J.A. (2007). An evolving theory of hybrid distribution: taming a hostile supply network. Industrial Marketing Management, 36, 604–616.

Gebba, M. G. A. a. T. R. (2013). Mobile Banking Adoption: An Examination of Technology Acceptance Model and Theory of Planned Behavior. nternational Journal of Business Research and Development, 1-16.

Gonçalo Baptista ⇑, T. O. (2015). Understanding mobile banking: The unified theory of acceptance and use of technology combined with cultural moderators. Computers in Human Behavior, 1-13. doi:10.1016/j.chb.2015.04.024

Haddad, H. K. A. S. I. (2014). The Impact of Mobile Banking on Enhancing Customers’ E-Satisfaction: An Empirical Study on Commercial Banks in Jordan. International Business Research. doi:10.5539/ibr.v7n10p145

Hamner, M., Qazi, R.R., (2009). Expanding the Technology Acceptance Model to examine Personal Computing Technology utilization in government agencies in developing countries. Government Information Quarterly 26. pp 128–136.

Hanafizadeh, P., Behboudi, M., Khoshksaray, A., Shirkhani Tabar, M. (2014). Mobile-banking adoption by Iranian bank clients. Telematics Inform. 31, 62–78.

Hanafizadeh, P., Keating, B. W., & Khedmatgozar, H. R. (2014). A systematic review of Internet banking adoption. Telematics and Informatics, 31(3), 492-510.

Hartmut Hoehle a, Eusebio Scornavacca b, Sid Huff. (2012). Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 1-11. doi:10.1016/j.dss.2012.04.010

Hummel, D., Schacht, S., Maedche, A. (2017). Multi-Channel Choice in Retail Banking Services: Exploring the Role of Service Characteristics, in Leimeister, J.M.; Brenner, W. (Hrsg.). Proceedings der 13. Internationalen Tagung Wirtschaftsinformatik (WI 2017), St. Gallen, S. 619-633.

Jes´ us Cambra-Fierro, W. A. K., Iguacel Melero-Polo, F., & Sese, J. (2015). Are multichannel customers really more valuable? An analysis of banking services. 1-21. doi:10.1016/j.ijresmar.2015.12.007

Kabadayi, S. (2011). Choosing the right multiple channel system to minimize transaction costs. Industrial Marketing Management, 40(5), 763–773. Tam, C., Oliveira, T., 2016. Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective. Computers in Human Behavior 61, 233-244.

Karupiah, A. B. B. P. (2015). Customers’ Perception on Trust in the use of Automated Teller Machine (ATM) Services in Sokoto State, Nigeria. 1-8.

King, B. (2012). Bank 3.0: Why banking is no longer somewhere you go but something you do: John Wiley & Sons.

Kishor, N. R., & Nagamani, K. (2015). Customer relationship management in Indian Banking Sector. ACADEMICIA: An International Multidisciplinary Research Journal, 5(7), 74-82.

Koenig-Lewis, N. (2010). Predicting young consumers’ take up of mobile banking services. doi:10.1108/02652321011064917

Kushwaha, T., & Shankar, V. (2013). Are multichannel customers really more valuable? The moderating role of product category characteristics. Journal of Marketing, 77(4), 67–85.

Liang, C.-C. (2016). Subjective Norms and Customer Adoption of Mobile Banking: Taiwan and Vietnam. 1-9. doi:0.1109/HICSS.2016.199

Liébana-Cabanillas, S. H. S. B. F. M.-L. F. (2013). Analysis and modeling of the determinants of mobile banking acceptance. The International Journal of Management Science and Information Technology (IJMSIT).

Lin, H.-F. (2011). An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. International Journal of Information Management, 1-9.

Lin, H.-F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 1-10. doi:10.1016/j.csi.2012.07.003

Luís Filipe Rodrigues, C. J. C., Abílio Oliveira. (2017). How does the web game design influence the behavior of e-banking users. Computers in Human Behavior, 1-46. doi:10.1016/j.chb.2017.04.034

Madhavaiah, l. B. a. C. (2015). Trust, Social Influence, Self-Efficacy, Perceived Risk and Internet Banking Acceptance: An Extension of Technology Acceptance Model in Indian Context.

Mahmud Akhter Shareefa, A. B., Shantanu Duttac, Vinod Kumard,, & Dwivedie, Y. K. (2018). Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages. Journal of Retailing and Consumer Services, 1-14. doi:10.1016/j.jretconser.2018.03.003

Mohammadi, H. (2015). A study of mobile banking usage in Iran. Int. J. Bank Market, 33 (6), 733–759.

Mónica Cortiñas ⁎, R. C., María Luisa Villanueva. (2010). Understanding multi-channel banking customers. Journal of Business Research, 1-7. doi:10.1016/j.jbusres.2009.10.020

Nicoletti, B. (2014). Mobile Banking: Evolution Or Revolution?: Springer.

Nisha, N. (2016). Exploring the Dimensions of Mobile Banking Service Quality: Implications for the Banking Sector. International Journal of Business Analytics, 1-6. doi:10.4018/IJBAN.2016070104

Reeti Agarwal a, Sanjay Rastogi b, Ankit Mehrotra (2009). Customers’ perspectives regarding e-banking in an emerging economy. Journal of Retailing and Consumer Services, 1-12. doi:10.1016/j.jretconser.2009.03.002

Sandström, S., Edvardsson, B., Kritensson, P., Magnusson, P. (2008). Value in use through service experience. Managing Service Quality, 18, 112-126.

Sanjoy Sircar, D. R. A., Dr SK Shanthi, Dr K. Srinivasa Reddy, P., & Mustafa, R. (2015). Business model innovation: Pervasiveness of mobile banking ecosystem and activity system–an illustrative case of Telenor Easypaisa. Journal of Strategy and Management, 8(4), 342-367.

Seterstrom, E. A. J. M. P. A. J. (2010). Internet Banking and Customers’ Acceptance in Jordan: Te Unifed Model’s Perspective.

Shaikh, A. A., & Karjaluoto, H. (2015a). Making the most of information technology & systems usage: A literature review, framework and future research agenda. Computers in Human Behavior, 49, 541-566.

Shaikh, A.A., Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32, 129-142.

Sharma, S. K., Govindaluri, S. M., Al-Muharrami, S., & Tarhini, A. (2017). A multi-analytical model for mobile banking adoption: A developing country perspective. Review of International Business and Strategy, 27(1), 133-148.

Shuiqing Yang a, Y. L. a., ⇑, Sumeet Gupta b, Yuzhi Cao a, Rui Zhang c. (2012). Mobile payment services adoption across time: An empirical study of the effects of behavioral beliefs, social influences, and personal traits. Computers in Human Behavior, 1-14. doi:10.1016/j.chb.2011.08.019

Spencer, L., Ritchie, J., Lewis, J., & Dillon, L. (2003). Quality in qualitative evaluation: a framework for assessing research evidence.

Sujeet Kumar Sharmaa, Manisha Sharma. (2019). Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigationt. International Journal of Information Management, 1-11. doi:10.1016/j.ijinfomgt.2018.09.013

Tao Zhou a, Yaobin Lu b,*, Bin Wang. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavi, 1-8. doi:10.1016/j.chb.2010.01.013

Tezcan, U. A. N. (2011). Mobile banking adoption of the youth market Perceptions and intentions. 1-16. doi:10.1108/02634501211231928

Tiago Oliveira a, Miguel Faria a, Manoj Abraham Thomas b,3, Ales ˇ Popovic ˇ a. (2014). Extending the understanding of mobile banking adoption: When UTAUT meets TTF and ITM. International Journal of Information Management, 1-15. doi:10.1016/j.ijinfomgt.2014.06.004

Uppal, R. (2010). Customer complaints in banks-nature, extent and strategies to mitigate. Journal of Economics and International Finance, 2(10), 212.

Walid Chaoualia, Nizar Souidenb, Riadh Ladhari. (2017). Explaining adoption of mobile banking with the theory of trying, general self-confidence, and cynicism. Journal of Retailing and Consumer Services, 1-11. doi:10.1016/j.jretconser.2016.11.009

Wallace, D.W., J.L. Giese and J.L. Johnson (2004), “Customer Retailer Loyalty in the Context of Multiple Channel Strategies,”Journal of Retailing, 80 (4), 249–63.

Xin Luo a, Han Li b, Jie Zhang c, J.P. Shim (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 1-13. doi:10.1016/j.dss.2010.02.008

Yan, H.-j., Deng, G.-s., Shan, S.-m., Liu, Z.-r., & Yu, Q. (2015). The Research on Customer Loyalty Assessment in Commercial Bank. Paper presented at the Proceedings of the 5th International Asia Conference on Industrial Engineering and Management Innovation (IEMI2014).

Yang, A. S. (2009). Exploring Adoption Difficulties in Mobile Banking Services. Canadian Journal of Administrative Sciences, 1-14. doi:10.1002/CJAS.102

YAO Huili[a], L. S. b. Y. Y. (2013). A Study of User Adoption Factors of Mobile Banking Services Based on the Trust and Distrust Perspective. International Business and Management, 1-6. doi:0.3968/j.ibm.1923842820130602.1040

Yoon, o.-K. J. T. E. (2013). An Empirical Investigation on Consumer Acceptance of Mobile Banking Services. 1-10. doi:10.5430/bmr.v2n1p31

Yun Zhanga, c., Qingxiong Wengb,c, Nan Zhu. (2018). The relationships between electronic banking adoption and its antecedents: A meta-analytic study of the role of national culture. International Journal of Information Management, 1-12. doi:10.1016/j.ijinfomgt.2018.01.015

      Zhou, T., 2012. Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective. Computers in Human Behavior 28,(4), 1518-1525.

      Zhou, T., Lu, Y., Wang, B., 2010. Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior 26,(4), 760-767.