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Information Search Behavior of Investors and the Role of Advisory Services


Nussbaumer, Philipp; Matter, Inu Sarah; Slembek, Ingrid; Schwabe, Gerhard (2011). Information Search Behavior of Investors and the Role of Advisory Services. In: European Conference on Information Systems 2011, Helsinki, Finland, 9 June 2011 - 11 June 2011.

Abstract

Research into customer satisfaction of advisory services provided by financial service providers (FSPs) indicates a history of problems that originated well before the current financial crisis. As part of a research program into the design of advisory processes and supporting IT tools, we conducted a survey of affluent Swiss investors that was focused on their information search behavior when prepar- ing to make an investment decision. Results show that advisory services are used at a later stage in the investment decision process, after Internet-based professional sources, media and personal contacts. In order for advisory services to become a preferred information source amongst customers, FSPs need to increase their accessibility, raise their level of perceived trust, and enhance the customer’s access to a diverse range of trusted information sources in the advisory process.

Research into customer satisfaction of advisory services provided by financial service providers (FSPs) indicates a history of problems that originated well before the current financial crisis. As part of a research program into the design of advisory processes and supporting IT tools, we conducted a survey of affluent Swiss investors that was focused on their information search behavior when prepar- ing to make an investment decision. Results show that advisory services are used at a later stage in the investment decision process, after Internet-based professional sources, media and personal contacts. In order for advisory services to become a preferred information source amongst customers, FSPs need to increase their accessibility, raise their level of perceived trust, and enhance the customer’s access to a diverse range of trusted information sources in the advisory process.

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Additional indexing

Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Event End Date:11 June 2011
Deposited On:07 Mar 2012 16:30
Last Modified:05 Apr 2016 15:42
Official URL:http://aisel.aisnet.org/ecis2011/46/
Other Identification Number:merlin-id:2522
Permanent URL: https://doi.org/10.5167/uzh-60511

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