How technology Is reshaping financial services: Essays on consumer behavior in card, channel and cryptocurrency services

Abstract

The financial services sector has seen dramatic technological innovations in the last several years associated with the “fintech revolution.” Major changes have taken place in channel management, credit card rewards marketing, cryptocurrency, and wealth management, and have influenced consumers’ banking behavior indifferent ways. As a consequence, there has been a growing demand for banks to rethink their business models and operations to adapt to changing consumer behavior and counter the competitive pressure from other banks and non-bank players. In this dissertation, I study consumer behavior related to different aspects of financial innovation by addressing research questions that are motivated by theory-focused research literature and managerial considerations in business practice. I seek to understand how technology is reshaping financial services, and how financial institutions can leverage big data analytics to create deep insights about consumer behavior for decision support.