Rodyti trumpą aprašą

dc.contributor.authorRetkutė-Rutkauskienė, Kristina
dc.contributor.authorDavidavičienė, Vida
dc.date.accessioned2023-09-18T20:45:03Z
dc.date.available2023-09-18T20:45:03Z
dc.date.issued2021
dc.identifier.issn2709-9210
dc.identifier.urihttps://etalpykla.vilniustech.lt/handle/123456789/152321
dc.description.abstractThe rapid spread of financial technologies was significantly affected by the 2008 economic crisis. During the crisis, people's confidence in banking was severely weakened. The decisions taken by the banks were blamed for the economic crisis. At the same time, new technologies (such as blockchain technology, artificial intelligence, alternative payments, etc.) have emerged or reached maturity, bringing competitive prices and quality of service to the market, as well as the proliferation of smartphones made technologies easily accessible to consumers. The innovative projects were started to grow. One of the most innovative fields of business became the financial technology sector. The fintech sector created a variety of innovative business projects that became big and famous companies. The fintech sector, like most other innovative businesses, is engaged mainly in the provision of remote services. This mode of service has reached its maturity during the Covid-19 global pandemic. Nowadays, remote customer service has taken on a new meaning and quality in the world. Most companies provide remote customer consultations (video calls, correspondence on various online platforms, etc.), customers have conditions to receive goods or services with as little contact between individuals as possible. The Fintech sector had already gained experience in this type of customer service because most of the businesses in the sector had the experience of this type of customer service before the global pandemic. The article examines the global development of fintech, the main multichannel access channels in the fintech sector, the relevance of customer life cycle and customer journey in the fintech sector, the customer's experience from the customer's journey perspective in the fintech sector. Methodology and results of the organized research are presented in the article. The customer's life cycle matrix and customer's journey map are created in the article.eng
dc.format.extentp. 100-120
dc.format.mediumtekstas / txt
dc.language.isoeng
dc.source.urihttp://www.aasmr.org/sisd/Vol.2/Vol.2.1.9.pdf
dc.titleApplication of multichannel access and customer journey map in the context of innovative business projects
dc.typeStraipsnis kitame recenzuotame leidinyje / Article in other peer-reviewed source
dcterms.references0
dc.type.pubtypeS4 - Straipsnis kitame recenzuotame leidinyje / Article in other peer-reviewed publication
dc.contributor.institutionVilniaus Gedimino technikos universitetas
dc.contributor.facultyVerslo vadybos fakultetas / Faculty of Business Management
dc.subject.researchfieldS 003 - Vadyba / Management
dc.subject.studydirectionL01 - Verslas / Business studies
dc.subject.studydirectionL02 - Vadyba / Management studies
dc.subject.vgtuprioritizedfieldsEV04 - Komunikacijos valdymas įtraukioje ir kūrybingoje visuomenėje / Communication management in inclusive and creative society
dc.subject.ltspecializationsL103 - Įtrauki ir kūrybinga visuomenė / Inclusive and creative society
dc.subject.encustomer life cycle
dc.subject.enmultichannel access
dc.subject.endigital access
dc.subject.eninnovative projects
dc.subject.enremote access
dc.subject.enfintech
dc.subject.endigital channels
dc.subject.encustomer journey map
dc.subject.endigital media
dcterms.sourcetitleJournal of service, innovation and sustainable development
dc.description.issueiss. 1
dc.description.volumevol. 2
dc.publisher.nameBeijing Union University and Success Culture Press
dc.publisher.cityHong Kong
dc.identifier.elaba98855181


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