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| Journal of Workplace Learning | 1 |
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Peer reviewedHowell, Sharon L.; Carter, Vicki K.; Schied, Fred M. – Journal of Workplace Learning, 2001
A case study of a work team in a company using quality management strategies found that training to improve customer service actually served to shape workers' attitudes and control their behavior. The focus of this organizational learning was instrumental and served the interests of the organization, not the workers. (Contains 26 references.) (SK)
Descriptors: Employer Employee Relationship, Human Resources, Role, Staff Development
