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

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  • Sabine Reydet
  • Laurence Carsana

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.

Suggested Citation

  • Sabine Reydet & Laurence Carsana, 2020. "L’impact d’un changement organisationnel sur les salariés et les clients. Une application au milieu bancaire," Revue française de gestion, Lavoisier, vol. 0(3), pages 61-82.
    • Handle: RePEc:cai:rfglav:rfg_288_0061
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