L’impact d’un changement organisationnel sur les salariés et les clients. Une application au milieu bancaire

Sabine Reydet and Laurence Carsana

Revue française de gestion, 2020, vol. N° 288, issue 3, 61-82

Abstract: This research studies a banking organisational change with a double input. The first is the longitudinal approach to the diffusion process. The second concerns the measurement of its impacts on employees (role tensions) and customers (quality of the relationship). The results of the studies conducted highlight the need for institutional work to finalise the change. On the other hand, the change in the roles of advisers leads to greater satisfaction, perceived credibility and intention to visit clients? branches.

Date: 2020
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