This article discusses what kinds of organisational and change processes take place when shifting to customer-oriented service concept, here called "third generation services". Our interest lies in the learning process that produces the development of services in cities and regions in new ways and how to develop services in practice so…

This chapter looks into the changing contexts and definitions of clienteles of lifelong learners over the last quarter of a century. The author has been involved in three closely related studies on who lifelong learners are, how they access and participate in higher education (HE), and how and what are they learning in HE and summarises some of…

The purpose of this exploratory study was to investigate some of the kinds of formal and informal workplace training activities that workers with low literacy engage in from different parts of Canada and the United Kingdom. The study employed a multi-site case study research design with 31 employees and 18 instructors from seven different types of…

This paper describes in detail the narrative approach taken in a study of a particular facet of learning in the workplace--how people make sense of change. In unstructured in-depth interviews, employees were encouraged to tell their stories about their organisations, revealing details about the organisational culture and the ways in which this…