Supporting mobile professionals in global banking: the role of global ICT-support call-centres

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

“…The capacity of an online customer for action, information and interaction are thereby increased; the customer thus emerges as a new agent in the banking process (Mavri and Ioannou, 2006). Although many studies have shown how ICT tend to alter the socio-professional and organisational factors of customer service advice and banking in general (Al-Taitoon and Sorensen, 2004;Joseph et al, 2005), far fewer studies have taken account of their impact on customers and the effects of these impacts on the modalities of the service subsequently delivered in customer contacts based on an approach shifting from an intraorganisational to an extra-organisational perspective (Peterson and Balasubramian, 2002;Plé and Lefebvre, 2004). The present study aims to remedy this defect.…”

Supporting Mobile Professionals in Global Banking: The Role of Global ICT-Support Call-Centres

“…In measuring ICT service quality, it has been reported that one of the most important factors is the match between users' expectations and the ICT- Some researchers in the field of ICT servicequality have argued that the dimensions of measuring the quality of ICT service should be: (1) Tangibles such as facilities, equipment, and personnel appearance; (2) reliability in terms of ability to perform the promised service dependently and accurately; (3) responsiveness in terms of willingness to help end users and provide prompt service, (4) assurance represented in knowledge and courtesy of employees and their ability to inspire trust and confidence; and (5) empathy "such as caring" and the individualised attention the service provider gives to the end users, e.g., 8,25]. Pitt et al 31] argue that measuring the difference or gap between the perceived service quality and the expected service quality, suggesting that this gap can be considered as the service quality formula, captures the service quality for each dimension.…”

“…Rapid growth in laptop computing, personal digital assistants, mobile phones services, wireless technologies, and wide range of mobile ICTs has prompted many organizations to address the needs for managing and supporting this form of extended enterprise 1,18,38]. The increasing use of web-based services has further accelerated the global transformations of organization 12].…”