Articles
Berger, C.S and Messerschmidt, M.C., 2009. Babbling before banking? Online communities and pre-purchase information seeking. International Journal of Bank Marketing [e-journal] 2 (6) Available through: Emerald Group Publishing Accessed 15 April 2011].
Boyd, D.M and Ellison, B.N., 2007. Social Network Sites: Definition, History, and Scholarship. Journal of Computer-Mediated Communication [online] 13 (1) Available at: <http://onlinelibrary.wiley.com/doi/10.1111/j.1083-6101.2007.00393.x/full>
[Accessed 24 April 2011]
Brady, M., 2005. Blogging: personal participation in public knowledge-building on the web. Chimera Working Paper [online] 02 Available at:
<http://scholar.google.no/scholar?cluster=1390703311510597531&hl=no&as_sdt=0, 5> [Accessed 18 July 2011]
Daft, R.L and Lengel, R.H., 1986. Organizational information requirements, media richness and structural design. Management Science [e-journal] 32, (5) Available through: Business Source Complete [Accessed 10 May 2011].
Daft, R.L, Lengel, R.H and Trevino, L.K., 1987. Message Equivocality, Media Selection, and Manager Performance: Implication for Information Systems. MIS Quarterly [e-journal] 11 (3) Available through: Business Source Complete [Accessed 11 May 2011]
de Chernatony, L and Segal-Horn, S., 2001. ‘Building on services’ characteristics to develop successful services brands’. Journal of Marketing Management [e-journal] 17 (7/8) Available through: Business Source Complete
[Accessed 10 May 2011]
Dennis, A.R and Kinney, S.T., 1998. Testing Media Richness Theory in the New Media: The Effects of Cues, Feedback, and Task Equivocality. Information Systems Research [e-journal] 9 (3) Available through: Business Source Complete [Accessed 31 April 2011]
Dennis, A.R and Valacich, J.S. , 1999. Rethinking Media Richness: Towards a Theory of Media Synchronicity. Proceedings of the 32nd Hawaii International Conference on System Sciences, [online] Available at:
<http://ieeexplore.ieee.org/xpl/freeabs_all.jsp?arnumber=772701> [Accessed 03 April 2011]
Dennis, A.R, Fuller, R.M and Valacich, J.S., 2008. Media, Tasks, and
Communication Processes: A Theory of Media Synchronicity. MIS Quarterly [e-journal] 32 (3) Available through: Business Source Complete [Accessed 03 April 2011]
Dishaw, M.T, Strong, D.M and Bandy, D.B., 2002. Extending The Task-Technology Fit Model with self-efficacy Constructs. Eight Americas Conference on Information Systems, [online] Available at:
<http://scholar.google.dk/scholar?cluster=232285095904553396&hl=en&as_sdt=0,5
> [Accessed 11 April 2011].
Dwyer, C., 2007. Task Technology Fit, the Social Technical Gap, and Social
Networking Sites. Proceedings of the Thirteenth Americas Conference on Information Systems, Keystone, Colorado [online] Available at:
<http://scholar.google.dk/scholar?cluster=10381338008142374252&hl=en&as_sdt=0, 5> [Accessed 11 May 2011].
Ellis-Chadwick, F, McHardy, P and Wiesehofer, H., 2002. ‘Online customer
relationships in the European financial services sector: A cross-country investigation’
Journal of Financial Services Marketing [e-journal] 6 (4) Available through: Business Source Complete [Accessed 23 April 2011].
Flyvbjerg, B., 2004. Five misunderstandings about case- study research, pp. 420- 434, in Seale, C. et al. Qualitative research practice [online] Available
at:<http://scholar.google.dk/scholar?cluster=2026717226883095376&hl=en&as_sdt=
0,5> [Accessed 23 March 2011].
Foster, M.K, Francescucci, A and West, B.C., 2010. Why users participate in Online Social Networks. International Journal of e-business management [e-journal] 4 (1) Available through: Business Source Complete [Accessed 11 May 2011].
Gebauer, J and Shaw, M.J., 2004. Success Factors and Impacts of Mobile Business Applications: Results from a Mobile e-Procurement Study. International Journal of Electronic Commerce [e-journal] 8 (3) Available through: Business Source Complete [Accessed 28 April 2011].
Goodhue, D.L and Thompson, R.L., 1995. Task-Technology Fit and Individual Performance. MIS Quarterly [e-journal] 19 (2) Available through: Business Source Complete [Accessed 20 May 2011].
Grönroos, C., 2007. A Service-Oriented Approach to Marketing of Services.
European Journal of Marketing [e-journal] 12 (8) Available through: Emerald Backfiles [Accessed 28 April 2011].
Gruen, W.T, Osmonbekov, T and Czaplewski, J.C., 2006. eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty.
Journal of Business Research [online] Available through: <
http://www.sciencedirect.com/science/article/pii/S0148296305001517> [Accessed 28 March 2011].
Klopping, I.M and McKinney, E., 2004. Extending the Technology Acceptance Model and the Task-Technology Fit Model to Consumer E-Commerce. Information Technology, Learning, and Performance Journal [online] Available
at:<http://scholar.google.dk/scholar?cluster=10677004779255730662&hl=en&as_sdt
=0,5 > [Accessed 20 May 2011].
Kock, N., 1997. Can communication medium limitations foster better group
outcomes? An action research study. Information & Management [online] Available at: <
http://scholar.google.dk/scholar?cluster=10424766323264636892&hl=en&as_sdt=0,5
> [Accessed May 23 2011].
Kozinets, R.V, de Valck, K, Wojnicki, A.C and Wilner, S.J.S., 2010. Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities.
Journal of Marketing [e-journal] 74 (2) Available through: Business Source Complete [Accessed 26 March 2011].
Licata, J.W and Goutam, C., 2009. The effects of stake, satisfaction, and switching on true loyalty: a financial services study. International Journal of Bank Marketing [e-journal] 27 (4) Available through: Business Source Complete [Accessed 24 March 2011].
Mills, P and Margulies, N., 1980. Toward a Core Typology of Service Organizations.
Academy of Management Review [online] Available through:<
http://scholar.google.dk/scholar?cluster=351069603087196682&hl=en&as_sdt=0,5>
[Accessed 03 May 2011].
Parasuraman, A., Zeithaml, V,A and Berry, L,L., 1985. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing [online] Available at:<
http://scholar.google.dk/scholar?cluster=6975903321816279747&hl=en&as_sdt=0,5>
[Accessed 01 April 2011].
Quinton, S and Harridge-March, S., 2010. Relationships in online communities: the potential for marketers. Journal of Research in Interactive Marketing [online]
Available at:
<http://www.emeraldinsight.com/journals.htm?articleid=1847092&show=abstract>
[Accessed 22 April 2011].
Reichheld, F.F and Schefter, P., 2000. ’E- loyalty: your secret weapon on the web’, Harvard Business Review [online] Available at:
<http://scholar.google.dk/scholar?cluster=17159433607047468045&hl=en&as_sdt=0, 5> [Accessed 22 June 2009].
Roman, S., 2003. The Impact of Ethical Sales Behaviour on Customer Satisfaction, Trust and Loyalty to the Company: An Empirical Study in the Financial Services Industry. Journal of Marketing Management, [online] Available at:<
http://scholar.google.dk/scholar?cluster=3020500116004052814&hl=en&as_sdt=0,5>
[Accessed 15 March 2011].
Sanghera, J, de Chernatony, L and Brown, A., 2002. Testing Grönroos’ Model in the
through: Business Source Complete [Accessed 22 June 2011].
Shao, G., 2008. Understanding the appeal of user-generated media: a uses and gratification perspective. Internet Research [e-journal] 19 (1) Available through:
Emerald Group Publishing Limited [Accessed 23 March].
Shostack, G.L., 1977. Breaking Free from Product Marketing. Journal of Marketing [e-journal] 41 (2) Available through: Business Source Complete [Accessed 20 April].
Siddiqui, M.H and Tripathi, S.N., 2010. An analytical study of complaining attitudes:
With reference to the banking sector. Journal of Targeting, Measurement and Analysis for Marketing [e-journal] 18 (2) Available through: Business Source Complete [Accessed 12 June 2005].
Suh, K.S., 1998. Impact of communication medium on task performance and satisfaction: an examination of media-richness theory. Information & Management [online] Available at:
<http://scholar.google.dk/scholar?cluster=11457883621951953085&hl=en&as_sdt=0, 5> [Accessed 22 June 2009].
Tallon, P.P., 2010. ‘A Service Science Perspective on Strategic Choice, IT, and Performance in U.S. Banking’. Journal of Management Information Systems [e-journal] 26 (4)Available through: Business Source Complete [Accessed 18 March 2011].
Tan, B.C.Y, Wei, KK., Sia, CL, and Raman, K.S., 1999. A Partial Test of the Task-Medium Fit Proposition in a Group Support System Environment. ACM Transactions on Computer-Human Interaction, [online] Available at: <
http://dl.acm.org/citation.cfm?id=310643> [Accessed 22 June 2009].
Tarn, C, D, D., 2005. Marketing-Based Tangibilisation for Services. The Services Industries Journal [e-journal] 25 (6) Available through: Business Source Complete [Accessed 12 April 2011].
Vargo, S.L and Lusch, R.F., 2004. The Four Service Marketing Myths: Remnants of a Goods-Based, Manufacturing Model. Journal of Service Research [e-journal] 6 (4) Available through: Sage Journals Online [Accessed 14 April 2011].
Zigurs, I and Buckland, B.K., 1998. A Theory of Task/Technology Fit and Group Support Systems Effectiveness. MIS Quarterly [e-journal] 22 (3) Available through:
Business Source Complete [Accessed 13 May 2011].
Zuccaro, C and Savard, M., 2010. Hybrid segmentation of Internet banking users.
International Journal of Bank Marketing [e-journal] 28 (6) Available through:
Emerald Insight [Accessed 13 May 2011].
Internet sources
Central Intelligence agency, 2011, The world factbook Denmark. 〔online〕 Available at:
<https://www.cia.gov/library/publications/the‐world‐factbook/geos/da.html>
〔Accessed 28 August 2011〕
1Danske Bank, 2011, FAQ. 〔online〕 Available at:
<http://danskebank.com/en‐uk/About‐us/Pages/FAQ.aspx > 〔Accessed 5 August 2011〕
2Danske Bank, 2011, Mission and vision. 〔online〕 Available at:
<http://danskebank.com/en‐uk/About‐us/who‐we‐
are/strategy/Pages/mission.aspx > > 〔Accessed 5 August 2011〕
3Danske Bank, 2011, Core values. 〔online〕 Available at:
<http://danskebank.com/en‐uk/About‐us/Who‐we‐are/Pages/core‐values.aspx
> 〔Accessed 17 July 2011〕
4Danske Bank, 2011, Better Bank Initiative 〔online〕 Available at: <
http://www.danskebank.dk/da‐dk/mening/documents/mening.html >
〔Accessed 15 March 2011〕
Facebook, 2011, Danske Bank, 〔online〕 Available at:
<http://www.facebook.com/danskebank > 〔Accessed 28 August 2011〕
1Facebook, 2011, statement of rights and responsibilities, 〔online〕 Available at:
https://www.facebook.com/terms.php?ref=pf 〔Accessed 18 October 2011〕
fdih, 2011, Vinderne af E handelsprisen 2011. 〔online〕 Available at:
<http://www.fdih.dk/e‐handelsprisen/vinderne/p4/> 〔Accessed June 27 2011〕
Finansraadet, 2011, De største pengeinstitutter. 〔online〕 Available at:
<http://www.finansraadet.dk/tal‐‐fakta/statistik‐og‐tal/de‐stoerste‐
pengeinstitutter.aspx > 〔Accessed 2 September 2011〕
1Finanswatch, 2010, Danske Bank i førerfeltet I Facebook kapløb. 〔online〕
Available at:
<http://finanswatch.dk/Finansliv/article2284358.ece > 〔Accessed 7 September 2011〕
2Finanswatch, 2011, Danske Bank vil tale mobilbank med kunderne på Facebook.
〔Online〕 Available at: <
http://finanswatch.dk/Finansnyt/Pengeinstitutter/Danske_Bank/article100971 4.ece > 〔Accessed 14 May 2011〕
3Finanswatch, 2011, Danske klar med kundernes højeste mobilbank ønske.
〔Online〕 Available at:
<http://finanswatch.dk/Finansnyt/Pengeinstitutter/Danske_Bank/article23799 73.ece> 〔Accessed 14 May 2011〕
Huset markedsføring, 2010, Bank går på Facebook. 〔Online〕 Available at:
< http://www.markedsforing.dk/artikler/vis/artikel/bank-gaar-paa-facebook/ > 〔Accessed 1 September 2011〕
1kommunikationsforening, 2011, People are talking. You must be there to listen.
〔Online〕 Available at:
<http://www.kommunikationsforening.dk/Menu/Fagligt+nyt/Artikler/People+
are+talking.+You+must+be+there+to+listen > 〔Accessed 28 September 2011〕
2kommunikationsforening, 2010, 5 hurtige til Thomas Tom Thomas: kan dialog skabe bedre bank? 〔Online〕 Available at:
http://www.kommunikationsforening.dk/Menu/Fagligt+nyt/Artikler/5+hurtige +til+Thomas+Tom+Thomas%3A+Kan+dialog+skabe+bedre+bank 〔Accessed 7 June 2011〕
Mapa online competitor intelligence, 2011, mobile banking and social media dominate. 〔Online〕 Available at:
<http://www.mapa‐uk.com/news‐press/1135‐Mobile‐Banking‐and‐Social‐
Media‐dominate.aspx > 〔Accessed 1 August 2011〕
pcmag, 2011, Report: Facebook hits 750 million users. 〔Online〕 Available at:
<http://www.pcmag.com/article2/0,2817,2387680,00.as p> 〔Accessed 27 september 2011〕
The Banker, 2011, Bank 2.0: giving customers what they want. 〔Online〕 Available at:
<http://www.thebanker.com/Tech‐Trading/Technology/Bank‐2.0‐giving‐
customers‐what‐they‐want > 〔Accessed 1 July 2011〕
Theories used in IS research wiki, 2006, task technology fit. 〔Online〕 Available at:
<http://www.istheory.yorku.ca/tasktechnologyfit.htm> 〔Accessed 28 September 2011〕
Visible banking, 2010, Interview Danske Bank – Thomas Heilskov, Head of social media. 〔Online〕 Available at:
< http://www.visible‐banking.com/2010/12/interview‐danske‐bank‐thomas‐
heilskov‐head‐of‐social‐media.html > 〔Accessed 1 September 2011〕
wikipedia, 2011, Wikipedia: about. 〔online〕 (updated 23 September 2011) Available at: <http://en.wikipedia.org/wiki/Wikipedia:About> 〔Accessed 28 September 2011〕
Appendix sources
1Facebook, 2011, statement of rights and responsibilities, 〔online〕 Available at:
<https://www.facebook.com/terms.php > 〔Accessed 28 August 2011〕
2Facebook, 2011, Facebook pages terms, 〔online〕 Available at:
<https://www.facebook.com/page_guidelines.php > 〔Accessed 28 August 2011〕
3Facebook, 2011, Privacy for apps and websites, social plugins, 〔online〕 Available at:
<https://www.facebook.com/help/?faq=103828869708800&ref_query=plugi >
〔Accessed 28 August 2011〕
Appendix 1
Facebook for dummies
The thesis makes use of some typical Facebook terminology and expressions. This terminology is therefore covered and briefly explained in this appendix.
Facebook is free and everyone can join. However, one must be thirteen or older in order to be eligible to sing up for it. Each member who registers on Facebook creates a personal profile. When registering, one accepts Facebook’s terms of use. The personal profile contains information that the individual has chosen to share. This can be information on gender, age, personal interests, education, email, phone number, language skills, education etc. The member’s full name is common to display, together with a profile picture. In addition to the personal profile, a page called news feed displays the latest activities, postings and shared activities among friends. Apart from this, some of the core applications of Facebook include photo- and album sharing, events, videos, groups and pages. Pages are special profiles that may only be used to promote a business or other commercial, political, or charitable organization or endeavor (including non-profit organizations, political campaigns, bands, and celebrities). In other words, a business has a page and a person has a profile (1facebook, 2011, 2facebook, 2011).
Facebook offers numerous ways of communication among members. This includes a chat function, namely instant messaging, personal messages, that no one else than the sender and the receiver can see, wall posts, which is messages posted on the receivers profile for everyone to see and “poking”, that has little function other than just “say hi”. Communication possibilities also includes likes, which is when one can press a like button on other people’s posts in order to express positivity, and finally, status updates, when a person post a statement on the profile. For one member to see another member’s personal profile, a friend request must be sent from one part and accepted