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Mobile Betalinger: Succesfaktorer Og Adfærdsmæssige Konsekvenser

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Mobile Betalinger: Succesfaktorer Og Adfærdsmæssige Konsekvenser A Service of Leibniz-Informationszentrum econstor Wirtschaft Leibniz Information Centre Make Your Publications Visible. zbw for Economics Olsen, Mia Doctoral Thesis Mobile betalinger: Succesfaktorer og adfærdsmæssige konsekvenser PhD Series, No. 10.2019 Provided in Cooperation with: Copenhagen Business School (CBS) Suggested Citation: Olsen, Mia (2019) : Mobile betalinger: Succesfaktorer og adfærdsmæssige konsekvenser, PhD Series, No. 10.2019, ISBN 9788793744639, Copenhagen Business School (CBS), Frederiksberg, http://hdl.handle.net/10398/9715 This Version is available at: http://hdl.handle.net/10419/209103 Standard-Nutzungsbedingungen: Terms of use: Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Documents in EconStor may be saved and copied for your Zwecken und zum Privatgebrauch gespeichert und kopiert werden. personal and scholarly purposes. Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle You are not to copy documents for public or commercial Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich purposes, to exhibit the documents publicly, to make them machen, vertreiben oder anderweitig nutzen. publicly available on the internet, or to distribute or otherwise use the documents in public. Sofern die Verfasser die Dokumente unter Open-Content-Lizenzen (insbesondere CC-Lizenzen) zur Verfügung gestellt haben sollten, If the documents have been made available under an Open gelten abweichend von diesen Nutzungsbedingungen die in der dort Content Licence (especially Creative Commons Licences), you genannten Lizenz gewährten Nutzungsrechte. may exercise further usage rights as specified in the indicated licence. https://creativecommons.org/licenses/by-nc-nd/3.0/ www.econstor.eu COPENHAGEN BUSINESS SCHOOL OG ADFÆRDSMÆSSIGE KONSEKVENSER - SUCCESFAKTORER MOBILE BETALINGER SOLBJERG PLADS 3 DK-2000 FREDERIKSBERG DANMARK WWW.CBS.DK ISSN 0906-6934 Print ISBN: 978-87-93744-62-2 Online ISBN: 978-87-93744-63-9 Mia Olsen MOBILE BETALINGER SUCCESFAKTORER OG ADFÆRDSMÆSSIGE KONSEKVENSER Doctoral School of Organisation and Management Studies PhD Series 10.2019 PhD Series 10-2019 Mobile betalinger Succesfaktorer og adfærdsmæssige konsekvenser Mia Olsen Vejledere: Anne-Marie Søderberg, CBS Anders Sundnes Løvlie, ITU Doctoral School of Organisation and Management Studies Copenhagen Business School Mia Olsen Mobile Betalinger - Succesfaktorer og Adfærdsmæssige Konsekvenser 1st edition 2019 PhD Series 10.2019 © Mia Olsen ISSN 0906-6934 Print ISBN: 978-87-93744-62-2 Online ISBN: 978-87-93744-63-9 The Doctoral School of Organisation and Management Studies is an active national and international research environment at CBS for research degree students who deal with economics and management at business, industry and country level in a theoretical and empirical manner. All rights reserved. No parts of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage or retrieval system, without permission in writing from the publisher. Tak Under arbejdet med denne PhD-afhandling har jeg modtaget bidrag, støtte og vejledning fra en række personer, som således også har sat deres aftryk på afhandlingen, og disse personer skylder jeg en stor tak. Først og fremmest vil jeg gerne takke Anne-Marie Søderberg som har været min vejleder i den sidste halvdel af min tid som PhD-studerende. Efter en lidt knudret opstart med mange bump på vejen, hjalp hun mig til at finde fodfæste og få sat nogle rammer om mit projekt. Hun har ydet konstruktiv kritik og hjulpet mig med at holde fokus når jeg var på vej ud ad veje som ledte alle mulige andre steder hen, end til en færdig afhandling, og jeg har lært meget af hende. Uden hendes kyndige vejledning er det tvivlsomt om jeg var kommet i mål. Derudover vil jeg også takke min bivejleder Anders Sundnes Løvlie for hans engagement og tilgængelighed, samt for hans kritiske feedback på mine skriverier. Endvidere sender jeg en tak til Trine Mørch Thomsen fra Danske Banks MobilePay-division samt til Esben Torpe Jørgensen og Andreas Kaus Jensen fra Nets for lukke mig indenfor i deres organisationer og fortælle mig om arbejdet med deres mobile betalingsløsninger, samt en tak til alle de interviewede mødre i mit studie for deres tid, tillid og åbenhed. Blandt mine kollegaer på CBS vil jeg gerne sende en særlig tak til Majbritt Vendelbo for omsorg og opmærksomhed, samt til Thomas Tøth og Jacob Taarup for hjælp ved mine to work-in- progress-seminarer. Ligeledes vil jeg takke Ursula Plesner, Elena Raviola, Wencke Gwozdz og Jan Pries-Heje for konstruktive kommentarer i forbindelse med disse seminarer. Endvidere sender jeg en tak til min nye kollegaer på BEC for at interessere sig for mit akademiske arbejde, og for at give mig frihed til færdiggørelse af afhandlingen. Jeg vil også gerne takke familie og venner for opbakning og for at interessere sig for mit akademiske arbejde. Især vil jeg takke min kæreste Malte og vores to små piger Ellie og Fiona for støtte, tålmodighed og kærlighed. Efter lange dage på kontoret har det betydet alverden at komme hjem til jer og jeres kram. 3 4 Resume Som en funktion af den digitaliserede verden vi lever i og idéen om et kontantløst samfund, har vi i de seneste år oplevet hvordan fænomenet mobile betalinger er vokset. Arbejdet med at skabe elektroniske betalingssystemer til implementering i situationer hvor kontanter typisk har været anvendt, har stået på hen over de sidste 20-30 år, og mens mange forsøg har slået helt eller delvist fejl, har vi i Danmark siden 2013 kunne betale med den succesfulde mobilbetalings-app MobilePay. Formålet med denne afhandling er at bidrage med empirisk baseret viden om hvilke faktorer der har bidraget til udbredelsen af mobile betalinger i Danmark, samt at afdække nogle af de adfærdsmæssige konsekvenser af at vi nu kan overføre penge ved hjælp af mobile betalinger. Afhandlingen præsenterer således; en kortlægning af de historiske forhold der går forud for, samt de forhold der omgiver mobile betalinger i Danmark; en forklaring af hvordan to udbydere af mobile betalinger har arbejdet med undersøgelse, udvikling og markedsføring af deres løsninger; samt et eksplorativt studie af brugeroplevelser af mobile betalinger i brugthandel. I afhandlingens tredje del opsummeres de analytiske resultater i et forklarende narrativ, og efter afhandlingens konklusion præsenteres en række implikationer for forskning og erhvervsliv samt forslag til fremtidige studier. 5 Abstract As a function of the digitized world that we live in and the idea about a cashless society, we have experienced how the phenomenon mobile payments has grown in recent years. The work carried out in order to create electronic payment systems for implementation in situations where cash typically has been used, has been going on over the past 20-30 years, and while many attempts have failed fully or partially, we in Denmark have had the opportunity to pay using the successful mobile payment app MobilePay since 2013. The purpose of this dissertation is to contribute with empirically based knowledge of what factors have contributed to the diffusion of mobile payments in Denmark, as well as to uncover some of the behavioural consequences following the possibility of transferring money through mobile payments. Thus, the dissertation presents; a mapping of historical conditions preceding, as well as conditions surrounding mobile payments in Denmark; an explanation of how two providers of mobile payments have worked when researching, developing and marketing their solutions; and an explorative study of user experiences of mobile payments in second-hand shopping. The dissertation’s third part summarizes the analytical results in an explaining narrative, and after the dissertations conclusion, implications for research and practice are presented together with suggestions for future studies. 6 Indholdsfortegnelse Tak ............................................................................................................................................. 3 Resume ....................................................................................................................................... 5 Abstract ..................................................................................................................................... 6 Indholdsfortegnelse .................................................................................................................. 7 Oversigt over tabeller ............................................................................................................. 10 Oversigt over figurer .............................................................................................................. 10 Del 1: Indledning ...................................................................................................11 Kapitel 1: Indledning ............................................................................................................. 11 1.1 Studiets rationale ............................................................................................................ 12 1.1.1 Mobilbetalingsforskningens oprindelse og udvikling ............................................. 13 1.1.2 Adoption af mobile betalinger ................................................................................. 20 1.1.3 Mobile betalinger som en innovation ...................................................................... 22 1.2 Problemformulering
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