REFERENCES
- Bass , Alison . 2003 . “ Online Big Names Say Do Not Disturb. ” . In CIO January 15, 28-30
- Bruno , Maria . 2002 . “ Chasing. ” . In Bank Technology News June, 14
- Bruno , Mark . 2003 . “ Growing Ranks of the Young and the Wealthy. ” . In US Banker February, 56
- Canfield , Todd . 2000 . “ Know Thy Customer. ” . In Business 2.0. October 24, 248
- Carroll , John . 2002 . “ High Net Worth Customers Are Turning to Advisors in Droves. ” . In Bank Technology News November, 38
- Cawthon , Raad . 2001 . “ Taking Financial Web Sites to the Next Level. ” . In Bank Technology News June, 45-48
- Clemmer , Kenneth . 2001 . “ Why Investors Seek Advisors. ” . In The Forrester Technographics Report -Consumer Landscape, February, 1-2
- Conrad , Lee . 2003 . “ E-bank Client Counts Soar, But Questions Persist. ” . In Bank Technology News October, 12
- Coviello , N. , Milley , R. and Marcolin , B. 2001 . Understanding IT-Enabled Interactivity in Contemporary Marketing. . Journal of Interactive Marketing , 15 ( 4 ) : 18 – 33 .
- Freed , Larry . 2003 . “ Banks lag online. ” . In Windows on Financial Services October, 6-7
- Haubl , G. and Trifts , V. 2000 . Consumer Decision-Making in Online Shopper Environments: The Effects of Interactive Decision Aids. . Marketing Science , 19 ( 1 ) : 4 – 21 .
- Kahn , Munger . 2003 . “ Online Advice Finds Few Takers. ” . In The New York Times March 2, 6
- Kirby , Jennifer , Joel , Wecksell , Janowski , Walter and Berg , Tom . 2003 . “ Value of Customer Experience. ” . In Gartner Report March 10, 1, 17
- Koller , Lynn . 2002 . “ Going After the Rich. ” . In Bank Technology News January, 22
- Logue , Elizabeth . 2002 . “ Advisors Finally Waking Up to The Internet's Useful Influence. ” . In Bank Technology News September, 9
- McKendrick , Joseph . 2002 . “ Should They Stay or Should They Go. ” . In Bank Technology News November, 33
- Mearian , Lucas . 2003 . “ Banking Sites Show Big Gaps in Performance. ” . In Computerworld August 11, 15
- Morrell , S. 2000 . “ Benchmarking Customer Service Technology: How Companies Are Embracing Their Customers. ” . In Reuters Business Insight London
- Newell , Amy . 2002 . “ Tools of the Online Trade. ” . In Bank Technology News May, 30
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. . Journal of Retailing , 64 : 12 – 40 .
- Peppers , Don and Rogers , Martha . 1999 . “ The State of One to One Online: Sites for Sore Eyes. ” . In Peppers and Rogers Group Report May
- Punishill , Jaime . 2001 . “ Virtual Family Offices Blossom. ” . In The Forrester Report -Action, Analysis and Interviews, February, 1,2,3-4,9
- Rayport , Jeffrey F. and Jaworski , Bernard J. 2002 . Introduction to e-Commerce , 184 – 187 . New York : McGraw-Hill/Irwin .
- Rupp , Bill and Smith , Alan . Emerging Trends in e-Commerce: e-Lending in an Information Intensive Society. Proceedings of Southeast Decision Sciences Institute . February 28, 2
- Saccocia , Cynthia . 2003 . “ By the Numbers. ” . In Bank Technology News March, 22
- Scheier , Robert L. 2003 . “ Know Thy Customer. ” . In Computerworld March 24, 25, 28
- Schmerken , Ivy . 2003 . “ One Size Does Not Fit All. ” . In Wall Street and Technology Online January 17, 1-3
- Sterne , Jim . 2000 . “ Customers Spoke Loudly. ” . In Business 2.0 December 12, 150
- Sweat , Jeff . 2002 . “ Keep Them Happy. ” . In Information Week January 28, 55-60
- Tubin , George . 2003 . “ Tower Group Review of Top US Online Banking Sites Exposes Gaps in Functionality and Usability. ” . In US Banker Weekly Bulletin October 7, 2
- Ulfelder , Steve . 2003 . “ Catering to The Wealthy. ” . In Computerworld November 10, 41-42
- Verma , Gaurav . 2002 . “ CRM Market Strides in Self-Service. ” . In Information Week February 18, 67-70
- Verma , Gaurav . 2002 . “ By the Numbers. ” . In Bank Technology News July, 14
- Verma , Gaurav . 2003 . “ Europeans Hot for Internet Banking. ” . In US Banker Weekly Bulletin April 1, 2