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- W855929209 abstract "Banks expect the mobile channel to become more important for collaborating with customers. However, a lack of trust continues to prevent a faster dissemination of such mobile banking services, especially for the private banking customer segment. Hence, this paper discusses various determinants of trust and follows a theory-driven approach rooted in the collaboration engineering methodology. Grounded in the calculative-based, relational-based and institution-based views of trust, we derive the following design requirements for collaboration processes on mobile banking platforms: security, privacy, transparency, familiarity, social presence and normality. By validating these requirements with expert interviews, we contribute to existing theory by adding transparency as a design requirement for a collaboration process that fosters trust. Moreover, contrary to existing theory, we did not confirm familiarity as a requirement in this study." @default.
- W855929209 created "2016-06-24" @default.
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- W855929209 date "2014-06-01" @default.
- W855929209 modified "2023-09-24" @default.
- W855929209 title "Design Requirements for Collaboration Processes to Increase Customer Trust in Mobile Banking Platforms" @default.
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