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Article Dans Une Revue New Technology, Work and Employment Année : 2011

The impact of development of customer online banking skills on customer adviser skills

Résumé

The object of this article is the development of customer banking skills as a result of using online banking and its impact on the competence of customer advisers in face-to-face customer contacts. We focus on the use of software applications by customer advisers (CA) during customer contacts. The main results show that online banking enables customers to develop a range of banking skills. In order to deliver the service required by the context, advisers select the required competences according to the level of expertise of their customers.

Domaines

Psychologie
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Dates et versions

halshs-01206544 , version 1 (26-07-2017)

Identifiants

  • HAL Id : halshs-01206544 , version 1

Citer

M. Dubois, M.-E. Bobillier Chaumon, Didier Retour. The impact of development of customer online banking skills on customer adviser skills. New Technology, Work and Employment, 2011, 26 (2). ⟨halshs-01206544⟩
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