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Direct linkHendriks, Stefan; Sung, SeoYoon; Poell, Rob F. – Journal of Workplace Learning, 2018
Purpose: The purpose of this study was to explore how customer-facing professionals (CFPs) created learning paths to adapt to changing customer needs in a digital environment. Design/methodology/approach: Two groups of CFPs were created from a previous single-case study to examine the learning paths of the two groups. Both groups were digitally…
Descriptors: Technical Support, Service Occupations, Case Studies, Technological Literacy
Doos, Marianne; Wilhelmson, Lena; Backlund, Thomas; Dixon, Nancy – Journal of Workplace Learning, 2005
Purpose: In the telecommunication industry, companies gain a competitive edge through the competence of their employees, making issues of learning critical. The study aims to identify specific learning processes necessary when working at the edge both of one's own knowledge and of that of the branch. Design/methodology/approach: This research…
Descriptors: Learning Theories, Employees, Computer Software, Interaction
