L'expérience et les effets des applicatifs sur le travail et l'efficacité du conseiller clientèle

Jean Luc CLÉDY

Abstract


This article presents the results of an empirical study designed to examine, first of all, the effects of computer assisted decision making on the work and effectiveness of client advisers, and secondly, the role of experience on their perceptions. A research model was built and tested in the context of Credit Mutuel de Loire Atlantique. An analysis of the responses of 106 client advisers shows a positive and significant impact of the use of computer assisted decision making on the expertise of client advisers in their interaction with clients. Although the final effects seem to be somewhat influenced by the age and seniority of the client adviser in his profession, the use of computer assisted decision making seems to act favourably on three major capacities of the selling process : the knowledge of the client, communication with the client, and persuading the client.

Keywords


Software operations;Work;Expertise;Effectiveness;Client advisers;Experience

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DOI: http://dx.doi.org/10.9876/sim.v5i4.90

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