La relation de service face à la transformation numérique : le cas des conseillers de clientèle dans la banque.

Today, with the acceleration of the digital transformation and the development of new forms of communications technology, this is the customers' behavior that is vector of the transformation in the service relationship. Faced with these changes in customers' behavior, firmes are implementing new organizational, technological adaptations. The situation of Banks is symptomatic of such developments. Under the effect of the combination of these various changes, the work of employees is changing. Faced with these changes, operators are subject to new constraints with consequences both terms of health and performance. Therefore, these transformations require rethinking the design of organizations and to debate about the subject of quality of work. [ABSTRACT FROM AUTHOR]