Investment advisory services of financial service providers (FSPs) exhibit several characteristics that are detrimental to advisory quality. The interaction of advisor and client is strained by a lack of transparency regarding the advisory process (what activities are performed and why) and the information used therein (what information is used for what purpose and with what effect), as well as...

Customer service experience is an emerging research topic for researchers to further study. This study is to investigate the influences and relations from the complexity of customer service experience by the twoyear project. To our knowledge, there is no theoretical grounding to discuss and analyze the antecedents and influences of customer service experience. Service providers gradually have u...

As the use, develophient, and control of information systems continues to become diffused throughout organizations and society, the information technology (IT) help desk function plays an increasingly important role in effective management and utilization of information resources. Variously referred to as information centers, software support centers, software hotlines, and PC help desks, such ...

Client data is key to provide personalized services and products. Therefore, banks go through great efforts to profile their clients during financial advisory service encounters. Since traditional pen-and-paper profiling does not satisfy the banks’ needs, they strive to digitalize this activity. This paper offers jo in t pro f i l ing as a solution: The advisor and the client jointly create a c...