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Erschienen in:
The Future of Digital Work: The Challenge of Inequality Kapitel lesen Erstes Kapitel lesen

2020 | OriginalPaper | Buchkapitel

In Technology We Trust? Human Skills & Intermediaries in Digital Retail Banking

verfasst von : Soumyo Das, Bidisha Chaudhuri

Erschienen in: The Future of Digital Work: The Challenge of Inequality

Verlag: Springer International Publishing

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Abstract

Increasing use of ICTs in organisations has contributed to a resurgence of automation anxiety centred around issues of human skills and employability. Prior work, however, shows that human skill and knowledge are necessary for supervision, adjustment, maintenance, improvement and expansion of new technologies. Through our ethnographic case study of work practices of Front-End Executives in three retail bank branches in India, we find that customers continue to rely heavily on both technical and functional skills of these bank employees even with the increasing presence of ICT-based self-service technologies. We argue that human skills and intermediation help in the process of adoption of digital technologies in banking and thereby retain trust in digital banking despite substantial disruption caused by new technologies. The aim of the paper is to reiterate the importance of human skill in enabling meaningful engagement with new technologies for diverse actors across different strata of society.

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Vorheriges Kapitel Digital Technology for Unmasking Labour Exploitation in Supply Chains
Nächstes Kapitel The Five-Dimensional Space of the Futures of Work: A View to 2030
Fußnoten
1
Front-Desk Executives are Retail Banking Employees who are responsible for providing financial services directly to customers.
 
2
Anonymised.
 
3
ZOLO is the digital banking app of Indian Standard Bank.
 
4
A local Hindu festival involving the worship of Goddess Saraswati.
 
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Metadaten
Titel
In Technology We Trust? Human Skills & Intermediaries in Digital Retail Banking
verfasst von
Soumyo Das
Bidisha Chaudhuri
Copyright-Jahr
2020
Buch
The Future of Digital Work: The Challenge of Inequality

Print ISBN: 978-3-030-64696-7

Electronic ISBN: 978-3-030-64697-4

Copyright-Jahr: 2020

DOI
https://doi.org/10.1007/978-3-030-64697-4_21

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