In this paper we show that an IT-enabled suitable designof incentives improves the competitiveness of newmarketing and distribution channels like telephonebanking. Using and extending a framework developed byNault and Dexter [8] for franchising, we show that an ITenabled"ownership of customers" increases the effort oftelephone consultants to establish ongoing customerrelationships, leading to higher income for the consultantsand higher profits for the banking firm...
Applications ; Management of financial services: stock exchange and bank management science (including saving banks) ; Individual Working Papers, Preprints ; Individual Conference Proceedings ; No country specification