Digitalisierung im Finanzdienstleistungssektor – Folgen für Angestelltenarbeit an der Front-Line

For several years now, banks and insurance companies in Germany have been undergoing a phase of restructuring and rationalisation, which is characterised by the questioning of previous competitive strategies, organisational structures and employment systems by “data-driven business models” and the technologies on which they are based – there is widespread talk of fundamental upheavals, of “disruption”. However, there is still a lack of empirical evidence on what banks and insurance companies are actually doing in terms of digitisation and restructuring and its effects on the work of employees. Based on findings from ten case studies, this article shows that the consequences for service processes and work associated with current digitisation and systemic rationalisation processes are complex and in part contradictory. It also follows from this that generalised statements on the future of service work, for example in the sense of a general tendency towards “digital Taylorism”, are ignoring the real changes in companies.