User Influence in E-Service Evolution: A Case Study of E-Banking

In this interpretive case study we examine the processes and the related information systems (IS) fostering user influence in a large scale e-banking case. Our focus is user involvement in the IS evolution by enhancing and utilizing unsolicited feedback and initiatives. As a result, we develop a new conceptualization of feedback and initiative management. Organizations may utilize this model and the related patterns of action and interaction for organizing their congruent processes. Our case is an international financial organization which has one of the first e-banks and largest user bases of these systems in the world. E-banking is one of the advanced strategic web application areas where there is already a long history of use by a high number of external, heterogeneous users. Hence, we believe that these results may be applicable to other web-based information systems as well.