Preface  ...............................................................................................................vii
Acknowledgment ................................................................................................ix
Chapter I
E-Banking Management: An Introduction .......................................................1
Introduction ...........................................................................................................1
What is E-Banking? ..............................................................................................2
Evolution of E-Banking .........................................................................................2
Why is E-Banking Important .................................................................................3
E-Marketing ..........................................................................................................7
Chapter Summary .................................................................................................7
References .............................................................................................................8
Chapter II
Delivery of Retail Banking Services ..................................................................9
Introduction ...........................................................................................................9
History of Retail Banking ....................................................................................10
Structure of Retail Banking ..................................................................................11
Role of ICT in Banking........................................................................................12
Other Important Factors Driving Changes in the Banking Industry ..................14
Chapter Summary ...............................................................................................16
References ...........................................................................................................16
Chapter III
An Overview of E-Banking ..............................................................................18
Introduction .........................................................................................................18
Models for Electronic Services Delivery ............................................................18
From E-Commerce to E-Banking ........................................................................21
Future of E-Banking ............................................................................................25
Chapter Summary ...............................................................................................27
References ...........................................................................................................28
Chapter IV
E-Banking Technologies ...................................................................................30
Introduction .........................................................................................................30
The Internet .........................................................................................................31
Mobile Banking Technologies .............................................................................33
Backend Systems .................................................................................................38
Middleware .........................................................................................................43
Website Development Issues ...............................................................................47
E-Banking Systems as a Whole ...........................................................................50
Chapter Summary ...............................................................................................51
References ...........................................................................................................52
Chapter V
A Managerial View of E-Banking ....................................................................56
Introduction .........................................................................................................56
Management Challenges .....................................................................................56
Treading the Organizational Maze .....................................................................63
Managing Relationships with Customers ...........................................................67
Managing External Relationships Marketing and Sales ....................................74
Regulations Management ....................................................................................79
Chapter Summary ...............................................................................................81
References ...........................................................................................................82
Chapter VI
Human Involvement and E-Banking ..............................................................86
Introduction .........................................................................................................86
Human Involvement ............................................................................................87
Information Systems as Social Systems ...............................................................90
Scoping E-Banking Management: The Critical Assessment of System
    Boundaries ......................................................................................................93
Discussion: Future Trends ..................................................................................95
Conclusion ..........................................................................................................98
Findings ..............................................................................................................98
References .........................................................................................................100

Chapter VII
Problematic Issues in E-Banking Management ...........................................103
Introduction .......................................................................................................103
Technology Related Problems ...........................................................................104
Management Problems .....................................................................................106
Chapter Summary .............................................................................................125
References .........................................................................................................126

Chapter VIII
Key to Success: Cases and Practical Solutions .............................................130
Introduction .......................................................................................................130
Finding the Root Causes: Key Techniques .......................................................130
How was it Done: Real Success Stories ............................................................133
Planning for Innovation and Sustainable Growth ............................................159
Chapter Summary .............................................................................................164
References .........................................................................................................164
Chapter IX
E-Banking Project Management ...................................................................167
Introduction .......................................................................................................167
Project Management Overview .........................................................................167
Project Planning ...............................................................................................168
Setting Success Criteria ....................................................................................169
A Systems Approach to Project Management ...................................................182
Manageing Human Issues .................................................................................184
Chapter Summary .............................................................................................186
References .........................................................................................................186
Chapter X
Systems Thinking and Knowledge Management for E-Banking ................190
Introduction .......................................................................................................190
Organisations and Their Management .............................................................191
The Philosophy and Theory of Social Systems .................................................194
Knowledge Management from its Philosophical and Theoretical Roots ..........196
A Brief Review of the Literature ........................................................................197
What Does this Mean for Knowledge Management and its Application
    to E-Banking .................................................................................................204
Social Systems Theory: Applying Knowledge Management to E-Banking ........211
A Critical Systems Framework for Knowledge Management in E-Business ....214
Total Systems Intervention and the Complementarist Framework ...................216
Discussion and Critique ....................................................................................221
A Future for Knowledge Management and E-Banking .....................................222

Conclusion ........................................................................................................224
References .........................................................................................................225
Chapter XI
Strategy Development for E-Banking ...........................................................229
Introduction .......................................................................................................229
Corporate Strategy as Plans for Patterns .........................................................230
Strategy Development Tools: Strategic Alignment ...........................................232
Competitive Advantage .....................................................................................244
Stitching it Together ..........................................................................................252
Chapter Summary .............................................................................................253
References .........................................................................................................253

Chapter XII
E-Banking: A Fuller Picture ...........................................................................255
Introduction .......................................................................................................255
Reasons for Implementing E-Banking ..............................................................256 ........................................................................................259
Barriers to E-Banking .......................................................................................264
Technical Issues in E-Banking ..........................................................................267
Tools for Managing E-Banking .........................................................................269
Social Issues ......................................................................................................270
Project Management Issues ..............................................................................271
Stitching it Together: Recommendations ..........................................................273
Concluding Remarks .........................................................................................285
References .........................................................................................................286
Glossary ...........................................................................................................290
About the Authors ...........................................................................................295
Index .................................................................................................................296

好东东，就是有点儿小贵。。。。。。。

对的，个人也感觉有那么一点贵~~~