IJEB published the research paper “Process digitisation in retail banking: an empirical examination of process virtualization theory” by Dr. Enrico Graupner and Prof. Alexander Mädche. The paper at hand applies the theory to virtualisation in retail banking that is established through the internet and commonly referred to as digitisation. A quantitative study among 368 German retail banking customers examines the PVT-based research model. As a result, increased digitisation can improve the operational efficiency.
New Publication in IJEB: "Process digitisation in retail banking"