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Direct linkHendriks, Stefan – ProQuest LLC, 2017
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…
Descriptors: Case Studies, Qualitative Research, Technological Advancement, Context Effect
Peer reviewedHendriks, 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
