This qualitative single case study explored how customer facing professionals (CFPs) adapt to changing customer needs in a digital environment. This study focuses on: (1) Changing customer needs; (2) Competencies needed in a digital environment; (3) How they learn; and (4) What factors help or hinder their success. The site is a global Human…

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…

Management of time and workload is influenced by the quality of awareness of impacting factors. Faculty has to attend to many responsibilities, with technology in teaching a recent but game-changing impacting factor. This article is a case study which explores the metacognitive awareness of the impact of technology on teaching, learning and…

It is assumed in the current policy environment that higher education should lead to graduate employability, although understandings of employability are generally limited. In this paper, we discuss issues relating to graduate employability with reference to a case study of an information technology (IT) student progressing to a graduate role in…

The purpose of this study is to explore the impact of administrative staff's job competency on their job satisfaction in a Korean research university. We conceptualized job satisfaction into three subcomponents: satisfaction in the job field, in the workplace, and with the actual task. In the regression analysis, we included demographics, inner…

The public higher education economic and competitive environments make it crucial that organizations react to the circumstances and make better use of available resources (Duderstadt, 2000; Floyd, 2008; Shulman, 2007; State Higher Education Executive Officers (SHEEO), 2009). Viewing higher education through the perspective of new institutionalism…

Onboarding ensures learning success through sharing and acquiring knowledge to remain competitive. However, little is known about new Information Technology (IT) hires' learning needs in the absence of onboarding; therefore, the purpose of this case study was to examine, increase, and retain their technical knowledge at the Unified Communications…

Purpose: This paper aims to discuss the challenge for the classical idea of professionalism in understanding the Chinese software engineering industry after giving a close insight into the development of this industry as well as individual engineers with a psycho-societal perspective. Design/methodology/approach: The study starts with the general…

Knowledge sharing visibility (KSV) is a critical environmental factor which can reduce social loafing in knowledge sharing (KS). This is especially true in ICT [information and communication technology]-based KS in learning organisations. As such, it is imperative that we better understand how to design technology enabled knowledge management…

Virtual work environments (VWEs) have been used in the private sector for more than a decade, but the United States Marine Corps (USMC), as a whole, has not yet taken advantage of associated benefits. The USMC construct parallels the bureaucratic organizational culture and uses an antiquated information technology (IT) infrastructure. During an…

Contractor performance evaluation enables agents to make informed purchasing decisions, provide feedback to contractors/vendors, and help improve service quality and customer satisfaction. However, both public and private organizations sometimes fail to do so, as is the case at a division of a government organization located in a northeastern U.S.…

This article explores how Computer Sciences Corporation (CSC) manages knowledge retrieval by employees when they need to access documents written by colleagues in geographically distant units. CSC's establishment of virtual communities of practice facilitates the coordination of knowledge, and minimises contextual gaps between senders and…

Information technology (IT) professionals face markedly different kinds of challenges in developing countries from the ones in developed countries. Based on the research literature and our fourteen years of fieldwork in Iringa, Tanzania, we have identified eight groups of technical characteristics of IT work that significantly affect the work of…

This paper provides an extensive review of the research literature on the effects of information technology (IT) on employment levels, job skill requirements, and wages. The first sections provide historical background on earlier waves of concern regarding automation, contemporary public opinion regarding new workplace technology, and trends in…

Containing practical applications supported by pertinent theory and analysis, this book is designed for educators navigating the information highway. The 13 chapters are divided into three sections--emerging issues, case studies, and analysis--and are as follows: (1) "Distinctions in Distance: Is Distance Education an Obsolete Term?" (M.…