A.T. Kearney. (2014, October). Going digital: The banking transformation road map. Chicago, IL: Author.
Ansari, A., Mela, C. F., & Neslin, S. A. (2008). Consumer channel migration. Journal of Marketing Research, 45(1), 60–76.
Bang, Y., Lee, D. J., Han, K., Hwang, M., & Ahn, J. H. (2013). Channel capabilities, product characteristics, and the impacts of mobile channel introduction. Journal of Management Information Systems, 30(2), 101–126.
BankRegData.com. (2016). Efficiency ratio. Retrieved from http://www.bankregdata.com/allIEmet.asp?met=EFF
Bell, D., Gallino, S., & Moreno, A. (2017). Offline showrooms in omnichannel retail: Demand and operational benefits. Management Science, 64(4), 1629–1651.
Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138–149.
Broeders, H., & Khanna, S. (2015, January). Strategic choices for banks in the digital age. New York, NY: McKinsey & Company.
Burhouse, S., Homer, M., Osaki, Y., & Bachman, M. (2014). Assessing the economic inclusion potential of mobile financial services. Washington, DC: Federal Deposit Insurance Corporation.
Campbell, D., & Frei, F. (2010). Cost structure, customer profitability, and retention implications of self-service distribution channels: Evidence from customer behavior in an online banking channel. Management Science, 56(1), 4–24.
CEB Tower Group. (2013). Rethinking omnichannel strategy: Improve the consumer experience through channel differentiation and proactive guidance. Arlington, VA: Author.
Cox, J. (2014). Bank branches slowly fading away in neighborhoods. Englewood Cliffs, NJ: CNBC.
Curran, J. M., Meuter, M. L., & Surprenant, C. F. (2003). Intentions to use self-service technologies: A confluence of multiple attitudes. Journal of Service Research, 5(3), 209–224.
Demirgüç-Kunt, A., & Klapper, L. F. (2012). Measuring financial inclusion: The global findex database (World Bank Policy Research Working Paper No. 6025). Washington, DC: World Bank.
Durkin, M., McCartan-Quinn, D., O’Donnell, A., & Howcroft, B. (2003). Retail bank customer preferences: Personal and remote interactions. International Journal of Retail & Distribution Management, 31(4), 177–189.
Federal Reserve Board. (2015). Consumers and mobile financial services 2015. March. Washington, DC.
Forman, C., Ghose, A., & Goldfarb, A. (2009). Competition between local and electronic markets: How the benefit of buying online depends on where you live. Management Science, 55(1), 47–57.
Ghose, A., Goldfarb, A., & Han, S. P. (2013). How is the mobile internet different? Search costs and local activities. Information Systems Research, 24(3), 613–631.
Ghose, A., Han, S., & Park, S. (2015). Analyzing the interdependence between web and mobile advertising. A randomized field experiment. Working Paper. New York: Stern School of Business, New York University.
Goldfarb, A., & Tucker, C. (2011). Search engine advertising: Channel substitution when pricing ads to context. Management Science, 57(3), 458–470.
Grubb, M. B., & Osborne, M. (2015). Cellular service demand: Biased beliefs, learning, and bill shock. American Economic Review, 105(1), 234–271.
Hernando, I., & Nieto, M. J. (2007). Is the internet delivery channel changing banks’ performance? The case of Spanish banks. Journal of Banking & Finance, 31(4), 1083–1099.
Huang, D. (2014). Mobile’s rise poses a riddle for banks. The Wall Street Journal, December 18.
Jaruwachirathanakul, B., & Fink, D. (2005). Internet banking adoption strategies for a developing country: The case of Thailand. Internet Research, 15(3), 295–311.
Jung, J. H., Umyarov, A., Bapna, R., & Ramaprasad, J. (2014). Mobile as a channel: Evidence from online dating. UMN working paper.
Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283–311.
Klemperer, P. (1987). Markets with consumer switching costs. The Quarterly Journal of Economics, 102(2), 375–394.
Kolodinsky, J. M., Hogarth, J. M., & Hilgert, M. A. (2004). The adoption of electronic banking technologies by US consumers. International Journal of Bank Marketing, 22(4), 238–259.
Kumar, A., Mehra, A., & Kumar, S. (2018). Why do Stores drive online sales? Evidence of underlying mechanisms from a multichannel retailer. Information Systems Research, 30(1), 1–349.
Lee, K. C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective. Interacting with Computers, 21(5), 385–392.
Liu, J., Kauffman, R. J., & Ma, D. (2015). Competition, cooperation, and regulation: Understanding the evolution of the mobile payments technology ecosystem. Electronic Commerce Research and Applications, 14(5), 372–391.
Liu, J., Abhishek, V., & Li, B. (2017). The impact of mobile channel adoption on customer omnichannel banking behavior, Carnegie Mellon University working paper.
Luarn, P., & Lin, H. H. (2005). Toward an understanding of the behavioral intention to use mobile banking. Computers in Human Behavior, 21(6), 873–891.
Mckinsey. (2014). The future of U.S. retail banking distribution. New York, NY: Author.
Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research, 14(3), 224–235.
Sarma, M. (2008, June). Index of financial inclusion. New Delhi: Indian Council for Research on International Economics Relations.
Stango, V., & Zinman, J. (2014). Limited and varying consumer attention: Evidence from shocks to the salience of bank overdraft fees. Review of Financial Studies, 27(4), 990–1030.
Tan, M., & Teo, T. S. (2000). Factors influencing the adoption of internet banking. Journal of the AIS, 1(1es), 5.
The Asian Banker. (2015). Cost-to-income ratios of banks in Asia Pacific. Singapore: Author.
Vasel, K. (2015). Consumers are still getting hit with huge overdraft fees. CNN.com, May 12.
Venkatesh, V., Ramesh, V., & Massey, A. (2003). Understanding usability in mobile commerce. Communications of the ACM, 46(12), 53–56.
Xu, K., Chan, J., Ghose, A., & Han, S. P. (2017). Battle of the channels: The impact of tablets on digital commerce. Management Science, 63(5), 1271–1656.
Xue, M., Hitt, L. M., & Chen, P. Y. (2011). Determinants and outcomes of internet banking adoption. Management Science, 57(2), 291–307.
Yang, S., & Ghose, A. (2010). Analyzing the relationship between organic and sponsored search advertising: Positive, negative, or zero interdependence? Marketing Science, 29(4), 602–623.
Zhou, M., Abhishek, V., Li, B., & Deng, G. (2019). When the Bank comes to you: Branch network and customer Omnichannel banking behavior. Information Systems Research, forthcoming.