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Complex decision-making is often supported not by single messages but by multichannel communication packages that need to be evaluated in their own right. The purpose of this paper is to present a new analytic approach to this package evaluation task combining textual analysis, functional analysis (FA) and media synchronicity theory.

The authors combine textual analysis, FA and media synchronicity and demonstrate this in a single case analysis of a multichannel communication package offering mortgage information.

When applied to a mortgage communication package for consumers, the evaluation reveals significant problems concerning the contents and timing of mortgage information and the channels chosen to convey it.

This paper outlines a new direction for evaluating multichannel consumer information, in that it does not focus on user channel preferences but on channel requirements stemming from the communicative task to be performed.

This paper enables designers to optimize the design of multichannel communication packages and its individual components to support customer’s decision-making processes with regards to complex products.

Improving information to guide complex decision-making processes leads to better informed consumers.

Research into effective multichannel communication within marketing is in its infancy. This paper offers a new perspective by focusing on channel requirements stemming from the communicative task rather than consumers’ channel preferences.

Although the use of e-book readers has become increasingly widespread, there are few studies to evaluate e-book user behavior and satisfaction with commercial e-book stores, and even fewer approaches from the perspective of task-technology fit (TTF). In order to fill this gap, the purpose of this paper is to adopt the TTF theory to explore the factors that affect the behavior satisfaction of users of commercial e-book stores.

A survey was conducted to collect data from 183 e-book users. Data were collected from an online survey. The results were analyzed via the structural equation model.

The results show that functional service, mobility, convenience, and searching task are the important factors that influence users’ TTF behavior. Moreover, TTF may improve user satisfaction, flow, and scanpath. Finally, satisfaction was affected by TTF, scanpath, and flow factors. An analysis of the research explained 46 percent of the variance for the users’ TTF, and 59 percent of the variance for satisfaction of using the e-book store.

The research model modifies utility and performance from TTF theory in order to focus on individual flow, scanpath, and user satisfaction measurement because general e-book store users are not typically concerned about work performance issues for their leisure activities. These results provide a new perspective to e-book researchers and can help e-book store managers and designers in making policies and designing platforms.

The purpose of this paper is to investigate the determinants of mobile banking (m-banking) for individual performance and whether or not there are any age or gender differences.

The research model is based on the task-technology fit (TTF) theory, which integrates elements of task and technology characteristics, technology usage, and individual performance, while combining the age and gender subsamples. The empirical approach was based on an online survey questionnaire of 256 individuals. Partial least squares based on the multi-group analysis were used to analyse the proposed framework construct relationships.

The results reveal that TTF and usage are important precedents of individual performance. The authors find statistically significant differences in path usage to performance impact for the age subsample, and no statistically significant differences for the gender subsample.

The paper highlights the TTF model to understand the determinants that influence the individual performance of m-banking, and whether or not there are any age or gender differences. While most earlier research focuses on m-banking adoption, the approach diverges from the majority of the work by examining the individual performance, which has not been considered in earlier studies.

The purpose of this paper is to examine the main factors predicting the Jordanian customers’ intention and adoption of telebanking.

Perceived usefulness, trust, and self-efficacy are all formulated over the proposed conceptual model as key factors determining behavioural intention while the adoption of telebanking is supposed to be predicted by both behavioural intention and perceived usefulness. A self-administered questionnaire was allocated to gather the empirical data from a convenience sample of Jordanian banking customers. Structural equation modelling was applied to validate the conceptual model and verify the research hypotheses.

Statistical results largely support the predictive validity of the conceptual model which is able to account for 68 per cent of variance in behavioural intention. Additionally, perceived usefulness, trust, and self-efficacy (listed in order of their influence) are all found to be significant factors predicting behavioural intention. Behavioural intention and perceived usefulness were also confirmed to have significant influence on the adoption behaviour.

The data for the current study were obtained by using a convenience sample of Jordanian banking customers; this could negatively reflect on the result generalisability. In addition, this study fully focused on the customers’ perspective; yet, it has not looked at this problem from the service providers’ perspective. Therefore, future studies should look at this challenge from the service providers’ perspective.

This study was able to comprise a fundamental contribution by examining the telebanking as a more novel technology in Jordan, which has not been examined yet. Accordingly, the current study has successfully formulated a deep view regarding the most important aspects predicting the Jordanian customers’ intentions towards such an emerging system. This also helps to provide practical guidelines for banks to choose a suitable marketing strategy that could enhance the customers’ adoption of telebanking.

Most empirical studies of m-banking seek to understand the factors and motivations that influence the adoption or behaviour intention. The purpose of this paper is to focus on analysing and synthesising existing studies and make recommendations to researchers and practitioners.

Few papers focus on the m-banking use and individual performance, but on the determinants of adoption measures, instead. This research examines 64 journal articles published between 2002 and 2016 in top journals. Following a comprehensive review of the literature, the authors propose a research agenda.

The importance of use and individual performance has long been recognised by academics and practitioners in a variety of functional disciplines. The present review indicates that the topics of m-banking adoption and behavioural intention dominate the majority of research, but finds very few studies on post-adoption. The two most significant drivers of intentions to adopt m-banking are perceived ease of use and perceived usefulness. Considering several m-banking definitions, the authors propose a new, broader definition that takes into account the technological changes that have occurred over time. m-banking is a service or product offered by financial institutions that makes use of portable technologies.

This paper assembles this diverse body of knowledge into a coherent whole. The authors expect that this review will be of benefit to anyone interested in m-banking research and that it will help to stimulate further interest. In order to advance research in m-banking, future research should consider other theories uncovered in our findings.

The purpose of this paper is to identify and analyze influential factors of service-oriented architecture (SOA) adoption in e-banking and to provide a methodological framework that explains these factors. One of the main reasons why banks fail to achieve the benefits from SOA adoption is attributed to the lack of a framework that takes multiple perspectives of crucial factors into account. For this reason, the absence of such a methodological framework forms an important research problem that requires deeper investigation. In addressing this issue the paper proposes a framework that improves the decision-making process and helps banks raising SOA adoption benefits.

The paper is based on a critical review and analysis of the normative literature, the development of a conceptual framework for SOA adoption in e-banking and the examination of this through a case study in a real environment. Various data collection methods such as personal interview, archival records, documentation and observation are used. Empirical data are triangulated and then analyzed to draw empirical conclusions.

Several factors and classifications of factors related to SOA adoption are not similar among researchers and there is no completed study on analyzing the influential factors related to SOA adoption in e-banking. The findings provide new insights related to influential factors of SOA adoption in e-banking and extend the body of knowledge. The findings show that the proposed framework can improve the decision-making process and help banks to increase the SOA adoption benefits in an e-banking environment.

An earlier version of the paper was presented at the European, Mediterranean and Middle Eastern Conference on Information Systems 2012 and has been selected for publishing in the Journal of Enterprise Information Management. This paper adds a new dimension to existing SOA frameworks by investigating influential factors of SOA adoption in e-banking where limited research has been done, facilitates banks in making robust decisions for SOA adoption in e-banking and enriches the bibliography related to SOA adoption in e-banking.

The economic theory of the firm apparently concurs with Niklas Luhmann’s theory of social systems with regard to the primary function of the firm to be complexity reduction, i.e. the alleviation of the cognitive burden on agents whose cognitive capacities are limited. At the same time, however, the theory of the firm ignores the attendant issues of societal sustainability emphasised by Luhmann. The paper aims to fill this gap.

Taking a theoretical approach, the paper builds on the conceptual construct of “the complexity-sustainability trade-off”, which combines two contrasting aspects of the relationship between a system and its environment, namely, the precariousness highlighted by Luhmann and the embeddedness highlighted by open systems theory. These themes are respectively reflected in the principles of complexity reduction and environmental dependence which constitute the trade-off.

Drawing inspiration from the classic Marshallian presentation of supply and demand in modern economics, the paper argues that the principles of complexity reduction and critical dependence translate into the demand for and supply of social systems. In the proposed systems-theoretic interpretation of the theory of the firm, demand and supply refer to the imperatives of achieving coordination and securing cooperation within the firm, respectively. Thus, in the theory of the firm, the complexity-sustainability trade-off manifests itself as a trade-off between coordination and cooperation.

The implicit focus of the theory of the firm on complexity reduction disregards the nature, importance and fragility of cooperation in real-world firms. In so doing, it impedes the authors’ understanding of unconventional types of business organisation, such as cooperatives. These defects can be corrected by reorienting the theory of the firm according to the proposed systems-theoretic approach, which holds that firms should not be governed or studied in isolation from their environment, as they too often are – and, accordingly, that apparently anomalous forms of organisation should be taken seriously, as they too often are not.