An exploratory framework for understanding electronic bill presentment and payment model selection

Abstract

Electronic bill presentment and payment (EBPP) provides an opportunity for firms to decrease their billing costs, while increasing their customer interaction. While many models exist, there is a dearth of information for determining which model would best fit customer characteristics and needs. This article examines the three primary models of EBPP, the characteristics of recurring bills, and customer concerns to develop an exploratory framework for determining which EBPP model a bill generating firm should deploy.