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Linking eCommerce and human resource strategies: a case study in a large Australian retail bank

Blount, Yvette, Castleman, Tanya and Swatman, Paula M. C. 2003, Linking eCommerce and human resource strategies: a case study in a large Australian retail bank, in eTransformation: Conference Proceedings, Bled eConference, Bled, Slovenia, pp. 1-14.

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Title Linking eCommerce and human resource strategies: a case study in a large Australian retail bank
Author(s) Blount, Yvette
Castleman, Tanya
Swatman, Paula M. C.
Conference name BLED eCommerce Conference (16th: 2003: Bled, Slovenia)
Conference location Bled, Slovenia
Conference dates 9-11 Jun. 2003
Title of proceedings eTransformation: Conference Proceedings
Editor(s) Wigand, R. T.
Tan, Y. H.
Gricar, J.
Pucihar, A.
Lunar, T.
Publication date 2003
Conference series BLED eCommerce Conference
Start page 1
End page 14
Publisher Bled eConference
Place of publication Bled, Slovenia
Summary The implementation of eCommerce technologies has considerably changed how employees in the banking industry interact with customers. For example, some customers use electronic banking applications to such an extent that they find little or no need to go into a branch. This change has had a significant impact on the way that jobs are designed and the way that employees are being managed. The preliminary findings from the case study of a large bank in Australia indicate that moving customers out of the branch to an online environment has created unforeseen issues for the way employees interact with customers and this in turn has changed the way that they do their jobs. The key challenge for banks in the future is how to form effective relationships with customers without some kind of face-to-face interaction. This impacts how organisations recruit and retain their staff as well as the level and type of skills required for jobs redesigned after the implementation of eCommerce applications. It is also an important factor in employee satisfaction.
ISBN 961232154X
9789612321543
Language eng
Field of Research 150399 Business and Management not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2003, Bled Electronic Commerce Conference
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005152

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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.