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. Attached Files Name Description MIMEType Size Downloads 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: Faculty of Arts and Education Faculty of Business and Law Deakin Business School Higher Education Research Group Related Links Link Description Connect to published version Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Tue, 17 Feb 2009, 07:37:13 EST Thu, 10 Jun 2010, 09:13:41 EST Thu, 10 Jun 2010, 09:15:25 EST Fri, 17 Oct 2014, 08:40:42 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 656 Abstract Views, 0 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:48:24 EST