Adapting a sales-oriented role as a customer advisor : case Business Center in the financial sector in Finland
Keskievari, Jenni (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022121328604
https://urn.fi/URN:NBN:fi:amk-2022121328604
Tiivistelmä
In today's working life, it is typical that tasks change without the actual job description changing. As the functions of the customer service center change towards a more sales-oriented role, the roles of customer advisors also become more sales-oriented. The goal of this thesis is to find answers to why some succeed in changing roles better than others. The goal is also to identify factors which help change and which slow it down.
The success of the role change on the part of each individual is important from the point of view of the whole. Possible unsuccessful change situations may cause a decrease in individual motivation, inefficiency and negative speech. Professional identity and how it is structured and changes are discussed as a theoretical reference framework. Professionalism, expertise and motivation and self-direction are also discussed. All of these are important for success in the task. The previous professional identity is not so important, but the most important thing is how the individual's professional identity is shaped to match the current task and the identification and support of the factors that affect it.
The success of the role change on the part of each individual is important from the point of view of the whole. Possible unsuccessful change situations may cause a decrease in individual motivation, inefficiency and negative speech. Professional identity and how it is structured and changes are discussed as a theoretical reference framework. Professionalism, expertise and motivation and self-direction are also discussed. All of these are important for success in the task. The previous professional identity is not so important, but the most important thing is how the individual's professional identity is shaped to match the current task and the identification and support of the factors that affect it.