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The effect of the I...
The effect of the Internet on front-line employee skills : exploring banking in Sweden and France
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- Värlander, Sara (author)
- Stockholms universitet,Marknadsföring
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Julien, Anne (author)
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(creator_code:org_t)
- 2010-03-03
- 2010
- English.
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In: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 30:8, s. 1245-1261
- Related links:
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Subject headings
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- This paper aims to explore (1) the Internet effects on the nature of the face-to-face service encounter and (2) what demands this introduces on front-line service employee skills in a banking context. The paper draws on empirical data generated from two banks in Sweden and France, where in-depth interviews with 21 managers have been carried out. The paper argues that in light of the Internet, the face-to-face service encounter is becoming increasingly interactive and customized, where much attention is paid towards building and maintaining relationships with customers, providing advice and support in customer's decision making, and also, learning from and acquiring qualitative information about the customer. This up-scaling of the face-to-face service encounter entails an increase in job complexity and task discretion, involving demands for high-level skills such as information provisioning and evaluation, and emotional skills such as empathy, interpretive skills, conversational skills, and management of body language.
Subject headings
- NATURVETENSKAP -- Data- och informationsvetenskap (hsv//swe)
- NATURAL SCIENCES -- Computer and Information Sciences (hsv//eng)
Keyword
- Internet
- skills
- service employee
- up-skilling
- customer relationship
- Informatics, computer and systems science
- Informatik, data- och systemvetenskap
Publication and Content Type
- ref (subject category)
- art (subject category)
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