Mental workload for bank advisers due to the use of digital technologies

Abstract

For several years now, an increasing proportion of bank advisers’ work has been carried out using digital technologies. The COVID health crisis led to the development of videoconferencing meetings, and despite the end of the crisis, many appointments with customers are still offered by videoconferencing. A study of 349 bank advisers was carried out to examine the effect of the use of digital technologies on perceived mental workload as a function of some contextual and individual factors. Results show a change in the temporal and organizational workload and in the implementation of activity regulation strategies due to the use of digital technologies.