Digital Transformation in Banking: Exploring Value Co-Creation in Online Banking Services in India

References

• Arvidsson, V., & Holmström, J. (2018). Digitalization as a strategy practice: What is there to learn from strategy as practice research? In R. D. Galliers & M.-K. Stein (Eds.), The routledge companion to management information systems (pp. 218–231). London, UK: Routledge.
   Google Scholar
• Arvidsson, V., & Holmström, J. (2013). Social media strategy: Understanding social media, IT strategy, and organizational responsiveness in times of crisis. Cutter IT Journal, 26(12), 18–23.
   Google Scholar
• Arvidsson, V., Holmström, J., & Lyytinen, K. (2014). Information systems use as strategy practice: A multi-dimensional view on strategic information system implementation and use. Journal of Strategic Information Systems, 23(1), 45–61. doi:10.1016/j.jsis.2014.01.004
   Web of Science ®Google Scholar
• Baptista, J., Newell, S., & Currie, W. (2010). Paradoxical effects of institutionalisation on the strategic awareness of technology in organizations. Journal of Strategic Information Systems, 19(3), 171–183. doi:10.1016/j.jsis.2010.07.001
   Web of Science ®Google Scholar
• Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99–120. doi:10.1177/014920639101700108
   Web of Science ®Google Scholar
• Barney, J. B. (2001). Is the resource-based view a useful perspective for strategic management research? Yes. Academy of Management Review, 26(1), 40–56.
   Web of Science ®Google Scholar
• Barrett, M., Davidson, E., Prabhu, J., & Vargo, S. L. (2015). Service innovation in the digital age: Key contributions and future directions. MIS Quarterly, 39(1), 135–154. doi:10.25300/MISQ
   Web of Science ®Google Scholar
• Berman, S. J. (2012). Digital transformation: Opportunities to create new business models. Strategy & Leadership, 40(2), 16–24. doi:10.1108/10878571211209314
   Google Scholar
• Bettencourt, L. A., Lusch, R. F., & Vargo, S. L. (2014). A service lens on value creation: Marketing’s role in achieving strategic advantage. California Management Review, 57(1), 44–66. doi:10.1525/cmr.2014.57.1.44
   Web of Science ®Google Scholar
• Bettencourt, L. A., & Ulwick, A. W. (2008). The customer-centered innovation map. Harvard Business Review, 86(5), 109.
   PubMed Web of Science ®Google Scholar
• Bhatt, G. D., & Grover, V. (2005). Types of information technology capabilities and their role in competitive advantage: An empirical study. Journal of Management Information Systems, 22(2), 253–277. doi:10.1080/07421222.2005.11045844
   Web of Science ®Google Scholar
• Biernacki, P., & Waldorf, D. (1981). Snowball sampling - problems and techniques of chain referral sampling. Sociological Methods & Research, 10(2), 141–163. doi:10.1177/004912418101000205
   Web of Science ®Google Scholar
• Bolton, R., & Saxena-Iyer, S. (2009). Interactive services: A framework, synthesis and research directions. Journal of Interactive Marketing, 23(1), 91–104. doi:10.1016/j.intmar.2008.11.002
   Web of Science ®Google Scholar
• Cotteleer, M. J., & Bendoly, E. (2006). Order lead-time improvement following enterprise-IT implementation: An empirical study. MIS Quarterly, 30(3), 643–660. doi:10.2307/25148743
   Web of Science ®Google Scholar
• Cova, B., & Dalli, D. (2009). Working consumers: The next step in marketing theory? Marketing Theory, 9(3), 315–339. doi:10.1177/1470593109338144
   Web of Science ®Google Scholar
• Dewan, S., Michael, S. C., & Min, C. K. (1998). Firm characteristics and investments in information technology: Scale and scope effects. Information Systems Research, 9(3), 219–232. doi:10.1287/isre.9.3.219
   Web of Science ®Google Scholar
• Dominguez-Péry, C., Ageron, B., & Neubert, G. (2013). A service science framework to enhance value creation in service innovation projects. An RFID case study. International Journal of Production Economics, 141(2), 440–451. doi:10.1016/j.ijpe.2011.12.026
   Web of Science ®Google Scholar
• Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137. doi:10.1007/s11747-007-0059-8
   Web of Science ®Google Scholar
• Dyer, J., & Singh, H. (1998). The relational view: Cooperative strategy and sources of interorganizational competitive advantage. Academy of Management Review, 23, 660–679. doi:10.5465/amr.1998.1255632
   Web of Science ®Google Scholar
• Fusch, P. I., & Ness, L. R. (2015). Are we there yet? Data saturation in qualitative research. The Qualitative Report, 20(9), 1408–1416.
   Web of Science ®Google Scholar
• Grönroos, C. (2012). Conceptualising value co-creation: A journey to the 1970s and back to the future. Journal of Marketing Management, 28(13–14), 1520–1534. doi:10.1080/0267257X.2012.737357
   Google Scholar
• Grover, V., & Kohli, R. (2012). Cocreating IT value: New capabilities and metrics for multi-firm environments. MIS Quarterly, 36(1), 225–232. doi:10.2307/41410415
   Web of Science ®Google Scholar
• Harris, L. C., & Ogbonna, E. (2006). Service sabotage: A study of antecedents and consequences. Journal of the Academy of Marketing Science, 34(4), 543–558. doi:10.1177/0092070306287324
   Web of Science ®Google Scholar
• Kohli, R., & Devaraj, S. (2003). Measuring information technology payoff: A meta-analysis of structural variables in firm-level empirical research. Information Systems Research, 14(2), 127–145. doi:10.1287/isre.14.2.127.16019
   Web of Science ®Google Scholar
• Kohli, R., & Grover, V. (2008). Business value of IT: An essay on expanding research directions to keep up with the times. Journal of the Association for Information Systems, 9(1), 23–39. doi:10.17705/1jais
   Web of Science ®Google Scholar
• Lusch, R. F, & Vargo, S. L. (2006a). The service-dominant logic of marketing: Dialog, debate, and directions. Armonk, NY: M.E. Sharpe.
   Google Scholar
• Lusch, R. F., & Vargo, S. L. (2006b). Service-dominant logic: Reactions, reflections and refinements. Marketing Theory, 6(3), 281–288. doi:10.1177/1470593106066781
   Google Scholar
• Lusch, R. F., Vargo, S. L., & O’Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5–18. doi:10.1016/j.jretai.2006.10.002
   Web of Science ®Google Scholar
• Lusch, R. F., Vargo, S. L., & Wessels, G. (2008). Toward a conceptual foundation for service science: Contributions from service-dominant logic. IBM Systems Journal, 47(1), 5–14. doi:10.1147/sj.471.0005
   Google Scholar
• Maglio, P. P., & Spohrer, J. (2008). Fundamentals of service science. Journal of Academy of Marketing Science, 36(1), 18–20. doi:10.1007/s11747-007-0058-9
   Web of Science ®Google Scholar
• Marchand, D. A., Kettinger, W. J., & Rollins, J. D. (2000). Information orientation: People, technology and the bottom line. Sloan Management Review, 41(4), 69–80.
   Google Scholar
• Melville, N., Kraemer, K., & Gurbaxani, V. (2004). Review: Information technology and organizational performance: An integrative model of IT business value. MIS Quarterly, 28(2), 283–322. doi:10.2307/25148636
   Web of Science ®Google Scholar
• Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook. Sage Publications, Thousand Oaks, CA.
   Google Scholar
• Nevo, S., & Wade, M. (2011). Firm-level benefits of IT-enabled resources: A conceptual extension and an empirical assessment. Journal of Strategic Information Systems, 20(4), 403–418. doi:10.1016/j.jsis.2011.08.001
   Web of Science ®Google Scholar
• Nevo, S., & Wade, M. R. (2010). The formation and value of IT-enabled resources: Antecedents and consequences of synergistic relationships. MIS Quarterly, 34(1), 163–183. doi:10.2307/20721419
   Web of Science ®Google Scholar
• Okunoye, A., & Karsten, H. (2002). Where the global needs the local: Variation in enablers in the knowledge management process. Journal of Global Information Technology Management, 5(3), 12–31. doi:10.1080/1097198X.2002.10856329
   Google Scholar
• Piccoli, G., & Ives, B. (2005). IT-dependent strategic initiatives and sustained competitive advantage: A review and synthesis of the literature. MIS Quarterly, 29(4), 747. doi:10.2307/25148708
   Web of Science ®Google Scholar
• Plé, L., & Chumpitaz Cáceras, R. (2010). Not always co-creation: Introducing interactional co-destruction of value in service-dominant logic. Journal of Service Marketing, 24(6), 430–437. doi:10.1108/08876041011072546
   Web of Science ®Google Scholar
• Rai, A., Pavlou, P. A., Im, G., & Du, S. (2012). Interfirm IT capability profiles and communications for cocreating relational value: Evidence from the logistics industry. MIS Quarterly, 36(1), 233–262. doi:10.2307/41410416
   Web of Science ®Google Scholar
• Rönnbäck, L., Holmström, J., & Hanseth, O. (2007). Exploring IT integration challenges: The case of SCA packaging. Industrial Management and Data Systems, 107(9), 1274–1289.
   Google Scholar
• Salganik, M. J., & Heckathorn, D. D. (2004). Sampling and estimation in hidden populations using respondent‐driven sampling. Sociological Methodology, 34(1), 193–240. doi:10.1111/j.0081-1750.2004.00152.x
   Web of Science ®Google Scholar
• Sebastian, I. M., Ross, J. W., Beath, C., Mocker, M., Moloney, K. G., & Fonstad, N. O. (2017). How big old companies navigate digital transformation. MIS Quarterly Executive, 16(3), 197–213.
   Web of Science ®Google Scholar
• Svahn, F., Mathiassen, L., & Lindgren, R. (2017). Embracing digital innovation in incumbent firms: How Volvo cars managed competing concerns. MIS Quarterly, 41(1), 239–253. doi:10.25300/MISQ
   Web of Science ®Google Scholar
• Teece, D. J. (2010), ‘Technological innovation and the theory of the firm: The role of enterprise-level knowledge, complementarities, and (dynamic) capabilities,’ in N. Rosenberg and B. Hall (eds), Handbook of the Economics of Innovation, Vol. 1. Amsterdam: North-Holland.
   Google Scholar
• Vargo, S. L., & Lusch, R. F. (2006). Service-dominant logic: What it is, what it is not, what it might be. In R. F. Lusch & S. L. Vargo (Eds.), The service dominant logic of marketing: Dialog, debate and directions (pp. 43–56). Armonk, NY: M.E, Sharpe.
   Google Scholar
• Vargo, S. L. (2008). Customer integration and value creation. Journal of Service Research, 11(2), 211–215. doi:10.1177/1094670508324260
   Web of Science ®Google Scholar
• Vargo, S. L., & Lusch, R. F. (2004a). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17. doi:10.1509/jmkg.68.1.1.24036
   Web of Science ®Google Scholar
• Vargo, S. L., & Lusch, R. F. (2004b). The four service marketing myths: Remnants of a goods-based, manufacturing model. Journal of Service Research, 6(4), 324–335. doi:10.1177/1094670503262946
   Google Scholar
• Vargo, S. L., & Lusch, R. F. (2008a). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10. doi:10.1007/s11747-007-0069-6
   Web of Science ®Google Scholar
• Vargo, S. L., & Lusch, R. F. (2008b). Why “Service”. Journal of the Academy of Marketing Science, 36(1), 25–38. doi:10.1007/s11747-007-0068-7
   Web of Science ®Google Scholar
• Vargo, S. L., & Lusch, R. F. (2008c). From goods to service(s): Divergences and convergences of logics. Industrial Marketing Management, 37(2), 254–259. doi:10.1016/j.indmarman.2007.07.004
   Google Scholar
• Vargo, S. L., Maligo, P. P., & Akaka, M. A. (2008). On value and value co-creation: A service system and service perspective. European Management Journal, 26(3), 145–152. doi:10.1016/j.emj.2008.04.003
   Google Scholar
• Westergren, U., & Holmström, J. (2012). Exploring preconditions for open innovation: Value networks in industrial firms. Information and Organization, 22(4), 209–226. doi:10.1016/j.infoandorg.2012.05.001
   Web of Science ®Google Scholar
• Woodruff, R. B., & Flint, D. J. (2006). Marketing’s service-dominant logic and customer value. In R. F. Lusch & S. L. Vargo (Eds.), The service dominant logic of marketing: Dialog, debate and directions (pp. 183–195). Armonk, NY: M.E, Sharpe.
   Google Scholar
• Yin, R. 2003. Case study research: Design and methods. 3rd ed. Thousand Oaks, CA: Sage
   Google Scholar
• Yoo, Y., Boland, R. J., Jr, Lyytinen, K., & Majchrzak, A. (2012). Organizing for innovation in the digitized world. Organization Science, 23(5), 1398–1408. doi:10.1287/orsc.1120.0771
   Web of Science ®Google Scholar
• Zhang, X., Ye, C., Chen, R., & Wang, Z. (2011). Multi-focused strategy in value co-creation with customers: Examining cumulative development pattern with new capabilities. International Journal of Production Economics, 132(1), 122–130. doi:10.1016/j.ijpe.2011.03.019
   Web of Science ®Google Scholar