Value creation of Fintechs in the banking and financial services offer: Between deshumanisation and rehumanisation

Our contribution lies on an alternative axis of research, as yet scarcely investigated, focusing on the question of the rehumanization/dehumanization that would result from the digital offer of financial services. Through four original case studies (China, Vietnam, Europe and the United States), we found that the automation of routines by Fintechs, generating economies of both scale and transaction costs, allowed operators (banks, bigtech, telecom, MFIs) to capture this additional value in various forms. Among these, our results suggest that the time freed up from bureaucratic formalities by the institutions’ employees can be reallocated to customer relations and the personalization of the services offered. We conclude that this additional value can contribute to foster, in a paradoxical way, human interactions (and therefore rehumanization) within these business relationships.
JEL Codes: O33, O35, G21, G30