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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
