Technological change in banking as perceived by employees: the experience of a canadian branch
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Date
2020-12-31
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Publisher
University of Oum El Bouaghi
Abstract
The purpose of the research is to get a better understanding of how bank employees perceive the change associated with the adoption, by their institution, of check imaging services. Using a qualitative inductive approach, we conducted semi-structured interviews with all three staff members from a Canadian banking Institution who are directly involved in the technological change. Data analysis was performed through the grounded theory method and supported by NVIVO as a coding tool. This research revealed that the financial institution implemented the change according to a directive and non- participative strategy. The adoption of forced change has revived a sense of threat to employees and raised their level of frustration.Negative repercussions have been observed at the professional level, at the time of decision-making as well as at the family level. Research has also shown that coaching and training are essential for driving change. The adoption of these strategies generated skills development, facilitated organizational change, comforted and reassured employees, and developed their self-esteem.