Abstract

Swiss banks have returned to their roots and pay an increasing amount of attention to differentiating

themselves from others through good financial advisory services. This has led to a loudly publicized

standardization of IT-advisory processes, but not to an increasing use of supporting IT tools. This paper uses interviews with Swiss advisors, sales managers and IT managers, as well as focus groups of

users and a survey with users to identify reasons for non-usage. The analysis is based on a framework

combining principal-agent theory, IT-business alignment, technology acceptance and information behaviour. We provide evidence that the key problem explanation is the incentive system of the advisors

and that poor usability of the software and lack of engagement by sales managers also contribute to

the non-usage of most tools

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