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Cybercrime and the impact on banks' frontline service employees : a qualitative study towards the impact of cybercrime on the experiences, concerns and actions taken by Frontline Service Employees within the banking sector.

Staal, F.J. (2015) Cybercrime and the impact on banks' frontline service employees : a qualitative study towards the impact of cybercrime on the experiences, concerns and actions taken by Frontline Service Employees within the banking sector.

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Abstract:An increasing number of banks rely on digital networks for their business operations. This increases the risks for banks and their customers of becoming a cybercrime victim. This study focuses specifically on Frontline Service Employees in the banking sector, because they have an important role in providing customers with information about cyber security. Therefore, they must be aware of cybercrime and its consequences. This awareness needs to be increased, so that all employees are able to take appropriate measures to reduce the risk of cyber threats. This study aims to understand more about the conception FSE’s have towards cybercrime, by focusing on the relationship between experiences and concerns over cybercrime and the resulting actions. Using a sample of 25 FSE’s from the banking sector in the Netherlands, the impact of cybercrime is examined by means of interviews. The results show that FSE’s in general have little knowledge about the consequences of cybercrime. However, their experiences ensure that they can provide customers with basic information. To cope with, the threat of, cybercrime, FSE’s use their experiences and problem-focused coping strategies. They try to find out more about the situation and concentrate on the next step in helping the customer as good as possible. Banks should consider special courses to establish more awareness among these employees about the consequences of cybercrime. FSE’s could use this acquired knowledge to provide customers with more specifically information about cybercrime.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
Link to this item:http://purl.utwente.nl/essays/67075
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