Abstract
Chapter 9 (‘A Bank Branch in a Box’) tackles the long-running debate on the impact of automation within the retail bank branch. This debate concerns whether the introduction of labour saving devices (such as the ATM) will almost immediately be followed by the reduction of retail branch bank staff. Data in the quantitative analysis include information on ATMs, employment of bank staff, and retail branches. However, the analysis here departs from traditional approaches. The latter have focused on the economics of capital replacing labour. In contrast, this chapter looks at the alternative channels (namely transaction volume and the value of cash withdrawals) as the variables to explain technological change in retail banking. The discussion also speculates on the future of the ATM within retail banks’ self-service strategies. This while focusing not on obsolescence but on a narrative of maintenance and reinvention.
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