This study is about helping managers identify and enhance the idiosyncratic firm resources required for delivering superior perceived use value to customers. Specifically, the research has focused on the organisational knowledge required for routinised service delivery, and has operationalised this organisational knowledge as activities. Project 1 was a comparative study involving observation and interviews in two similar but differentially performing financial services organisations in order to identify the activities involved in service delivery and the differences between the two operations. Project 2 identified customers’ perceptions of value through customer interviews, and then mapped the links between these and the service delivery activities identified in Project 1. Project 3 involved a clinical inquiry intervention aiming to encourage and leverage the firm specific resource of inter-team coordination to enhance the delivery of customer value. The research has confirmed the role of firm specific resources as a source of competitive advantage, and has demonstrated a link with customers’ dimensions of perceived use value. In this study, effective inter-team coordination is identified as the firm specific strategic resource that appears to enable effective service delivery as perceived by customers, through the sharing of knowledge and interpretations, and the development of service process innovation. Many of these coordination activities are discretionary rather than prescribed, with implications for management practice. From this research, a framework has been developed for considering and managing firm specific sources of advantage at the detailed operational level. This is a micro level approach that makes specific links between the customer experience and internal activities, through identifying internal and external competitiveness factors, mapping the ‘inside-outside’ connections, and achieving alignment between internal activities and customer perceptions of value.

This study is about helping managers identify and enhance the idiosyncratic firm resources required for delivering superior perceived use value to customers. Specifically, the research has focused on the organisational knowledge required for routinised service delivery, and has operationalised this organisational knowledge as activities. Project 1 was a comparative study involving observation and interviews in two similar but differentially performing financial services organisations in order to identify the activities involved in service delivery and the differences between the two operations. Project 2 identified customers’ perceptions of value through customer interviews, and then mapped the links between these and the service delivery activities identified in Project 1. Project 3 involved a clinical inquiry intervention aiming to encourage and leverage the firm specific resource of inter-team coordination to enhance the delivery of customer value. The research has confirmed the role of firm specific resources as a source of competitive advantage, and has demonstrated a link with customers’ dimensions of perceived use value. In this study, effective inter-team coordination is identified as the firm specific strategic resource that appears to enable effective service delivery as perceived by customers, through the sharing of knowledge and interpretations, and the development of service process innovation. Many of these coordination activities are discretionary rather than prescribed, with implications for management practice. From this research, a framework has been developed for considering and managing firm specific sources of advantage at the detailed operational level. This is a micro level approach that makes specific links between the customer experience and internal activities, through identifying internal and external competitiveness factors, mapping the ‘inside-outside’ connections, and achieving alignment between internal activities and customer perceptions of value.

During the last couple of years there has been a major digitalization of the financial sectorwhich FinTech have largely contributed to. FinTech does not solely contribute withpossibilities, but it also inflicts risks within the financial system when adding challengesrelated to IT-security. These risks pose new operational risks within the financial sector.Therefore, the purpose of this study is to examine as well as analyse different variables thatexplain the perceived trust and risks when using these digital financial services. This isbecause customers play a vital role in keeping their services as well as maintaining financialstability within the FinTech corporations. To examine the subject in this study a deductiveapproach is applied which focuses on previous empirical research and models likeTechnology Acceptance Model (TAM), Elaboration Likelihood Model (ELM) as well asBehavioral finance. These models aim to explain how customers accept new digitalphenomenon. Furthermore, the study performs a quantitative research method through a webbased survey questionnaire. The study examines the independent variables usage, perceivedability to adapt and perceived risk in relation to the dependent factor perceived trust. Thestudy’s sample consists of 185 survey responses which were analyzed through descriptive andinferential statistics. The hypotheses were tested using a multiple regression analysis wherethe independent variables and control variables were analyzed against the dependent variable.The empirical findings showed that customers' perceived ability to adapt to FinTech servicesdid not have a statistically significant effect on perceived trust. Furthermore, perceived riskand usage had a statistically proven influence on perceived trust. The control variables for thisstudy were age and gender where neither had a statistical association to the dependentvariable. Lastly, the empirical findings of the study can be useful for FinTech companiessince it proves that risks need to be minimized to increase perceived trust / Det har skett en stor digitalisering av den finansiella sektorn under de senaste åren därFinTech och dess tjänster har haft en betydande roll. Dock är inte de innovativa digitalatjänsterna som FinTech bidrar till enbart möjligheter, utan det utsätter även den finansiellasektorn för risker. På grund av digitaliseringen medför dessa risker nya operationella riskerinom den finansiella sektorn. Studiens syfte är därav att undersöka och analysera de variablersom förklarar det upplevda förtroendet och riskerna som finns vid användningen av digitalafinansiella tjänster. Studiens fokus ligger på kunderna då de har en nyckelroll i bevarandet avdessa tjänster. Studien har sin grund i ett deduktivt tillvägagångssätt med fokus på tidigareempirisk forskning på området, men även olika modeller som Technology Acceptance Model(TAM), Elaboration Likelihood Model (ELM) samt Behavioral finance som syftar till attförklara hur kunden accepterar nya digitala fenomen. För att undersöka detta tillämpas enkvantitativ metod genom användningen av en webbaserad surveyundersökning. Urvalet bestårav 185 svar som därefter analyserades genom deskriptiv statistik och inferentiell statistik.Detta skedde i form av en multipel regressionsanalys som analyserade studiens tre hypoteserdär studiens tre oberoende variabler och kontrollvariabler analyserades emot studiensberoende variabel. Resultaten visade på att risk och användning hade ett statistiskt sambandmed det upplevda förtroendet medan den egna upplevda förmågan inte hade det. Studiensresultat kan vara användbara för FinTech-företag då resultaten visar att risker måste minskasför att kundförtroendet ska öka.