Technology-Facilitated Customer Engagement and Actor Networks in Financial Services – A Retirement Planning Perspective
| dc.contributor.advisor | Hoffmann, Arvid O.I | |
| dc.contributor.advisor | Dolan, Rebecca | |
| dc.contributor.author | Hentzen, Janin Karoli | |
| dc.contributor.school | Business School | en |
| dc.date.issued | 2022 | |
| dc.description.abstract | This thesis contributes to the emerging debate in the financial services literature on digital technology, consumer engagement, and service actor ecosystems. Comprising of one systematic literature review and two empirical papers, the overall aim of this thesis is to develop a deeper understanding of the impact of digital technology on the financial services industry and the effects on both service providers and consumers. Using artificial intelligence and mobile apps as suitable exemplars of digital technology, the focus of this thesis is the Australian retirement context. The first paper is titled ‘Artificial Intelligence in Customer-Facing Financial Services - A Systematic Literature Review and Agenda for Future Research’. Through the application of a systematic literature review methodology guided by the TCCM (Theory, Context, Characteristics, Methodology) framework, this study provides an overview of academic research to date while simultaneously identifying gaps in the existing literature and offering a comprehensive agenda for future research. The findings of the review suggest that select financial services have experienced greater academic research interest (e.g., banking) than others (i.e., retirement planning). Additionally, more than half of the sampled studies adopt a data-driven approach, as opposed to a theory-driven approach, thus rendering the calls for future research to refocus on developing relevant theory and conceptualizations. The second paper is titled ‘The Role of Digital Technology in Communication and Information Flow in the Australian Superannuation Industry: A Multi-Actor Service Ecosystem Perspective’ and empirically examines the impact of digital technology on the Australian retirement ecosystem. Accordingly, the study adopts a qualitative research methodology using 21 semi-structured interviews to investigate the impact of digital technology on both actor communication as well as information search and avoidance behaviours related to Superannuation. The findings highlight a need for ecosystem actors to improve their resource and knowledge sharing capabilities to enable a seamless information flow and consequently improve consumer experience and foster retirement planning. The third and final paper included in the thesis is titled ‘Which consumers are more likely to adopt a retirement app and how does it explain mobile technology-enabled retirement engagement?’ This study focuses on mobile technology-enabled retirement planning. That is, it empirically examines the drivers of consumer’s intention to and anticipated engagement with a mobile retirement planning app. Data is collected from 440 Australian consumers, and analysed using PLS-SEM. Results highlight that consumers’ perceived skills (i.e., financial self-efficacy), information/ usage avoidance (i.e., perceived financial security), and perceived relevance (i.e., consideration of future consequences, retirement planning involvement, and perceived usefulness) have direct effects on their anticipated engagement with a mobile retirement app as well as indirect effects through their intention to adopt the app. Additionally, the findings demonstrate that the closer the consumer is to retirement, the more likely they are to use a mobile retirement app. Overall, the research of this thesis contributes to the understanding of the importance of digital technology in fostering financial behaviours such as retirement planning, and service provider and consumer relationships, as well as its impact on the broader financial services industry. | en |
| dc.description.dissertation | Thesis (Ph.D.) -- University of Adelaide, Business School, 2022 | en |
| dc.identifier.uri | https://hdl.handle.net/2440/135613 | |
| dc.language.iso | en | en |
| dc.provenance | This electronic version is made publicly available by the University of Adelaide in accordance with its open access policy for student theses. Copyright in this thesis remains with the author. This thesis may incorporate third party material which has been used by the author pursuant to Fair Dealing exceptions. If you are the owner of any included third party copyright material you wish to be removed from this electronic version, please complete the take down form located at: http://www.adelaide.edu.au/legals | en |
| dc.subject | Retirement planning | en |
| dc.subject | Retirement engagement | en |
| dc.subject | Superannuation | en |
| dc.subject | Financial services | en |
| dc.subject | Service ecosystem | en |
| dc.subject | Digital technology | en |
| dc.subject | Artificial intelligence | en |
| dc.subject | Consumer financial decision making | en |
| dc.title | Technology-Facilitated Customer Engagement and Actor Networks in Financial Services – A Retirement Planning Perspective | en |
| dc.type | Thesis | en |
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