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Conference Papers Year : 2020

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

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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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Dates and versions

hal-03450713 , version 1 (26-11-2021)

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Attribution - CC BY 4.0

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Soumyo Das, Bidisha Chaudhuri. In Technology We Trust? Human Skills & Intermediaries in Digital Retail Banking. IFIP Joint Working Conference on the Future of Digital Work: The Challenge of Inequality (IFIPJWC), Dec 2020, Hyderabad, India. pp.281-294, ⟨10.1007/978-3-030-64697-4_21⟩. ⟨hal-03450713⟩
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