Analyzing customer´s impact on financial institutions
Abstract
In this study we address the changes that have taken place in recent years in the role of the customer, within a new, much more competitive model that gives priority to flexibility in all areas. Specifically, we analyze, through the discourse of workers and documentation of the sector, how these transformations impact on financial institutions in our country, conditioning internal strategies and the work carried out by employees and even impacting on the configuration of the spaces themselves.
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In order to support the global exchange of knowledge, the journal Cuadernos de Relaciones Laborales is allowing unrestricted access to its content as from its publication in this electronic edition, and as such it is an open-access journal. The originals published in this journal are the property of the Complutense University of Madrid and any reproduction thereof in full or in part must cite the source. All content is distributed under a Creative Commons Attribution 4.0 use and distribution licence (CC BY 4.0). This circumstance must be expressly stated in these terms where necessary. You can view the summary and the complete legal text of the licence.
