Les professionnels de la banque. Le cas des chargés de clientèle

Didier Retour, Michel Dubois and Marc-Éric Bobillier-Chaumon

Revue française de gestion, 2006, vol. n° 168-169, issue 9, 205-219

Abstract: We seek to describe and analyze the authentic activities performed by account managers working within a highly complex and swiftly changing environment that involves the interplay between clients, information systems and the goals and expectations of the employer, that is, the bank itself. Our analytical viewpoint focuses on the interactions between the account managers and others, by bringing to light the dynamics of the rules which apply to the workplace. By paying close heed to two major parameters, the present study reveals the complexity of the authentic cases analyzed and the crucial role of the client?s knowledge with respect to banking. Our result show the importance of a client?s knowledge with respect to the kinds of rules and interactions that arise. The complexity surrounding the case under study has no effect on the types of interaction which take place with the client. The second part of our study draws on the foregoing results with respect to personal management and emphasizes the necessity of assisting the account managers through various means.

Date: 2006
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