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Communities of Practice or Communities of Coping?: Employee Compliance among CSRs in Israeli Call Centres
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Raz, Aviad E. – Learning Organization, 2007
Purpose: The purpose of this paper is to describe and analyse the formation of CoPs (communities of practice) in three call centres of cellular communication operating companies in Israel. Design/methodology/approach: This study is based on a qualitative methodology including observations, interviews and textual analysis. Findings: In all three…
Descriptors: Communities of Practice, Knowledge Management, Telecommunications, Service Occupations