Abstract

CARDONA, Alicia BALLESTEROS  and  RAMOS, Tania GARCÍA. Implications of automated processes in customer service and teller positions in the banking industry. Trab. soc. [online]. 2018, n.31, pp.183-201. ISSN 1514-6871.

The purpose of this article is to critically examine recent quantitative and qualitative research addressing the advantages and disadvantages of the technological transformations in banking transactions. On one side, these have speed-up transactions and minimize costs for banks. On the other hand, have producedserious psico-social implications in the customer service experience, including the reduction of teller positions. Different factors influencing customer perceptions and satisfaction are presented, on what is defined as “quality of service”. At the end, the importance of establishing a balance between electronic services and face to face interaction is emphasized. This includes actions that address the precariousness of the teller position.

Keywords : Automation, Banking Industry; Customer Service; Critical Analysis.

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