Technology in Banking Tasks
Huuhtanen P., Ristimäki T., Leino T.
Finnish Institute of Occupational Health, Topeliuksenkatu. 41 a A
FIN-00250 Helsinki, Finland
The financial service sector has undergone continuous changes in information technology. Electronic transactions and increased self-service for the customers, e.g. via internet, has altered the work organisation and division of tasks. Simultaneously, the labour force has been reduced dramatically in bank organisations in Finland. The aim of this study is to analyse the relationship between age and the evaluation of changes during an implementation process of new data systems.
A multilevel process model of change was adopted; it combines technological, organizational and psychological change processes ( Huuhtanen 1997). It is hypothesized that the evaluations of change vary according to the phase of change and by the previous experiences of changes at work. In addition, employees in different age groups have different educational background and work experience. It is assumed that these factors often explain evaluations of technological changes more than does the chronological age as such.
The results of this paper are based on the first phase of a longitudinal study on technological changes in financial firms in 1997-99 in Finland. The study group consisted of customer service employees in two Call Centers of a nationwide bank in Finland in 1998. The first center was started in 1992, the other in 1998. The mean age of the subjects (n=98) was 43 years (sd 7 years). The response rate was 82%.