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Are Decision Support Systems Getting People to Conform? The Impact of Work Organisation and Segmentation on User Behaviour in a French Bank

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  • Frantz Rowe

    (CRGNA - Centre de Recherche en Gestion Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes)

Abstract

The longitudinal study of the most sophisticated decision support system (DSS) for the management of debit accounts provides new answers to the question of conformity in French banking. In 2003, the analysis of 45 observations and qualitative interviews showed that the advisor maintains his free appreciation of risk. However, even if conformity does not exist, the results on the modification range show that the DSS does exert an influence on user behaviour. In addition, the interpretation and acceptance of DSS recommendation are different according to the type of portfolio managed and how the work is organised. The less the financial advisor knows the client, the greater the influence of the DSS. Recent decisions regarding the division of labour for the management of lower segments heighten the risk that DSS used without knowing the client leads to more conformity, or at least to what we conceptualise as strategic conformity, and a taylorisation of services.

Suggested Citation

  • Frantz Rowe, 2005. "Are Decision Support Systems Getting People to Conform? The Impact of Work Organisation and Segmentation on User Behaviour in a French Bank," Post-Print hal-04823527, HAL.
    • Handle: RePEc:hal:journl:hal-04823527
    DOI: 10.1057/palgrave.jit.2000042
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