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

Article English OPEN
Dubois, M.; Bobillier Chaumon, M.-E.; Retour, Didier;
(2011)
  • Publisher: HAL CCSD
  • Subject: pro-software | [SHS.PSY]Humanities and Social Sciences/Psychology | customer adviser | Service relations | Internet | customer | competence.

International audience; 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 ... View more
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