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Workplace Learning in Interactive Service Work: Coming to Practice Differently in the Connected Service Encounter


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Title: Workplace Learning in Interactive Service Work: Coming to Practice Differently in the Connected Service Encounter
Authors: Arkenback, Charlotte
E-mail: charlotte.arkenback-sundstrom@ait.gu.se
charlotte.arkenback-sundstrom@gu.se
Issue Date: 14-Jan-2022
University: Göteborgs universitet. IT-fakulteten
Institution: Department of Applied Information Technology ; Institutionen för tillämpad informationsteknologi
Parts of work: Arkenback-Sundström, C. (2021). A Postdigital Perspective on Service Work: Salespeople’s Service Encounters in the Connected Store. Postdigital Science and Education. https://doi.org/https://doi.org/10.1007/s42438-021-00280-2

Arkenback, C. (2019). Work-Based Learning in a Digitalised Retail Checkout Practice Through the Lens of the Theory of Practice Architectures. In B. E. Stalder & C. Nägele (Eds.), VETNET ECER Proceedings VOL II - Hamburg DE 2019 (pp. 17-28). Vocational Education and Training Network (VETNET). https://doi.org/10.5281/zenodo.3366326

Arkenback, C. (re-submitted July 2021). Exploring the History of Online Instructional Videos for Cashier Training to Develop a Practice-Based Taxonomy of Instructional Videos.

Arkenback, C., & Lundin, M. (Manuscript in preparation). A Century of Service Work Training Through Instructional Videos: Modelling of the Cashier’s Role and Skills in the Checkout Service Encounter
Date of Defence: 2022-02-04
Disputation: Fredagen den 4 februari 2022, kl. 13.00, Rum Torg Grön, institutionen för tillämpad informationsteknologi, Forskningsgången 6, Campus Lindholmen, Göteborg samt på distans.
Degree: Doctor of Philosophy
Publication type: Doctoral thesis
Keywords: digitalisation
workplace learning
interactive service work
emotional labour
service encounter
retail salesperson
theory of practice architectures
connected service encounter
Abstract: We increasingly live in a world where human and digital work and activities are intertwined in so-called digital networks, which implies changes to the skills demanded by human labour. Traditionally, the professional encounter between a service provider and a customer, client or learner has been conceptualised as ‘a game between people’, with little interference from technologies of any sort. This thesis explores how the digitalisation of frontline services changes workplace learning in interact... more
ISBN: 978-91-8009-610-2 (PRINT)
978-91-8009-611-9 (PDF)
URI: http://hdl.handle.net/2077/70217
Appears in Collections:Doctoral Theses from University of Gothenburg / Doktorsavhandlingar från Göteborgs universitet
Doctoral Theses / Doktorsavhandlingar Institutionen för tillämpad informationsteknologi

 

 

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