Les conséquences sur les compétences du chargé de clientèle du développement des compétences des clients via l'E-banking (notice n° 1009932)
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| fixed length control field | 03232cam a2200337 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250125140420.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Dubois, Michel |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Les conséquences sur les compétences du chargé de clientèle du développement des compétences des clients via l'E-banking |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2008.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 10 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | L’article étudie le développement des compétences des clients liées à la consultation des sites Internet et examine son incidence sur les compétences des chargés de clientèle (CC) en face à face. Une attention particulière est portée à l’utilisation des progiciels par le CC durant la relation clientèle. Plusieurs moyens méthodologiques ont été mobilisés : une étude des sites, un questionnaire en ligne, une analyse fonctionnelle des progiciels, des observations en présence du client et du CC. Les principaux résultats montrent que la consultation des sites bancaires permet à la clientèle de développer des compétences bancaires ; les CC tiennent compte de cette compétence clientèle pour gérer leur relation en présence des clients ; les CC mobilisent leurs compétences en fonction des compétences détenues par le client pour rendre le service attendu. Dans ce contexte, la complexité du dossier présenté par le client devient secondaire dans la mobilisation des compétences du CC et les applicatifs bancaires à la disposition du CC sont utilisés en rapport avec le profil des compétences du client. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | The article examines the development of competencies related to customer consultation websites and analyzes its impact on customer adviser’s competencies in the later face to face relationship. We focus on the use of software applications by the customer adviser (CA) during the relationship with the customer. Several methodologies were used: a study of the websites, an online questionnaire, a functional analysis of software, observations in the presence of the customer and the CA. The main results show that the consultation of websites enables clients to develop competencies; the CA reflects this customers’ competence to manage their relationship with customers; CA mobilizes its competencies based on the expertise held by the customer to perform the service expected in this context; the complexity of the case presented by the customer becomes secondary in the mobilization of the customer adviser’ competencies; the software available to the CA is used in connection with the competence profile of the customer. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | client |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | progiciel |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | compétence |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | internet |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | chargé de clientèle |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | relations de service |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | service relationship |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | competence |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customer adviser |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | website |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customer |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | software |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Retour, Didier |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bobillier-Chaumon |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Systèmes d'information & management | Volume 13 | 2 | 2008-06-01 | p. 33-60 | 1260-4984 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-systemes-d-information-et-management-2008-2-page-33?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-systemes-d-information-et-management-2008-2-page-33?lang=fr&redirect-ssocas=7080</a> |
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