INFORMATION SEARCH BEHAVIOR OF INVESTORS AND THE ROLE OF AD...

INFORMATION SEARCH BEHAVIOR OF INVESTORS AND THE ROLE OF ADVISORY SERVICES

inproceedings
Philipp Nussbaumer, Inu Matter, Ingrid Slembek, Gerhard Schwabe
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.
INFORMATION SEARCH BEHAVIOR OF INVESTORS AND THE ROLE OF ADVISORY SERVICES
paper
2011
Proceedings of the European Conference on Information Systems 2011
im