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Service Industries Journal

Special Issue: “Online retail financial services in a changing world”

Guest Editors: Des Laffey, Senior Lecturer, University of Kent; Dr Anthony Gandy, Associate Director, ifs School of Finance; Dr Ben Lowe, Senior Lecturer, University of Kent

As the Web has become ubiquitous an intense focus has emerged on the delivery of online financial services. This is particularly important in an environment where information asymmetries are decreasing: search engines and comparison websites are used in product evaluation and selection and customers are increasingly willing to share experiences though social media such as Twitter and Facebook. This in turn poses challenges for traditional operations as, for example, staff in bank branches have to deal with more knowledgeable customers.

Potentially new models will be developed which use the capabilities of e-markets to match people in ways traditional financial intermediaries do not and potentially threaten elements of the traditional banking model – these could include peer-to-peer lenders, crowd sourcing and other micro market-based financing models.

The aim of the Special Issue is to develop a set of papers which addresses the challenges faced in such a changing and dynamic environment.

Topics include but are not limited to:

• Information asymmetry and online financial services
• The economics of online financial services
• The future of multi-channel financial services
• Mobile financial services
• Virtual wallets
• The Internet and Customer Empowerment: implications for staff training and development
• Recruiting and retaining customers in a Web 2.0 world
• Service quality of online financial services
• The impact of the credit crunch

Deadline

Papers should be submitted between June 1 2013 and September 30 2013 online at

.

Please select the tab for the special issue on "Online financial services" [or similar to this] when you submit your paper on the online platform.

All papers will go through the regular double-blind review process to ensure relevance and quality, and must follow the SIJ Style Guidelines (see

).

The review process will be completed by the end of 2013 and the special issue will be published in 2014.

Questions about content and ideas should be directed to the guest editors: Des Laffey, Anthony Gandy, or Ben Lowe using specialissueonlinefinance@gmail.com

All materials for review must be submitted through the website and will not be pre-reviewed by any of the guest editors. It would be unethical to pre-review any papers.

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