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The impact of development of customer online banking skills on customer adviser skills |
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| Authors: | Michel Dubois Marc‐Eric Bobillier‐Chaumon Didier Retour |
| Institution: | 1. Laboratoire Interuniversitaire de Psychologie, Personnalité, Cognition, Changement Social (LIP/PC2S), Université Grenoble 2, France;2. Laboratoire GREPS (EA 4163), Institut de Psychologie—Université de Lyon, 69676 Bron, France;3. IAE de Grenoble & CERAG, UMR 580, Université Grenoble 2, France. (Recently Deceased) |
| Abstract: | 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. The main results show that online banking enables customers to develop a range of banking skills. |
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