Employee development strategies in the B2C banking environment: two Australian case studies

Blount, Yvette, Castleman, Tanya and Swatman, Paula M.C. 2004, Employee development strategies in the B2C banking environment: two Australian case studies, in European IS profession in the global networking environment : proceedings of the 12th European Conference on Information Systems, Turku, Finland, June 14 - 16, 2004, Turku School of Economics and Business Administration, Turku, Finland, pp. 1-12.

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Title Employee development strategies in the B2C banking environment: two Australian case studies
Author(s) Blount, Yvette
Castleman, Tanya
Swatman, Paula M.C.
Conference name European Conference on Information Systems (12th : 2004 : Turku, Finland)
Conference location Turku, Finland
Conference dates 14-16 June 2004
Title of proceedings European IS profession in the global networking environment : proceedings of the 12th European Conference on Information Systems, Turku, Finland, June 14 - 16, 2004
Editor(s) Reponen, Tapio
Publication date 2004
Start page 1
End page 12
Publisher Turku School of Economics and Business Administration
Place of publication Turku, Finland
Keyword(s) banking industry
case study
electronic commerce
human resources
Summary The implementation of technology and, in particular, eCommerce technologies has had unforeseen consequences for the relationship between managers and employees. To be able to operate in an increasingly global and competitive environment, retail banks have had to develop new ways of dealing with their employees. Issues have arisen that have necessitated a rethink in the way employees interact with customers and this, in turn, has required changes to human resource strategies. The question we address in this paper is what are the employee capabilities and qualities retail banks must develop to satisfy both more sophisticated customers (who demand flexibility of interactions, responsiveness and convenience) as well as the organisation’s own needs (including expanded sales opportunities, cost containment or reduction and customer loyalty) when implementing eCommerce technologies. The paper discusses two case studies illustrating some of the issues with which banks, as service organisations, have had to deal. These two banks have taken rather different approaches in their use of technology to interact with their customers and this has implications for the way they manage their employees who deal with those customers.
ISBN 9515641926
9789515641922
Language eng
Field of Research 080609 Information Systems Management
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2000 - 2005 LSE IS Department
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005333

Document type: Conference Paper
Collections: Deakin Graduate School of Business
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