Är e-lärande här för att stanna? : En kvalitativ intervjustudie om de fördelar och nackdelar arbetstagare inom kundservice upplever med e-lärande
Sammanfattning: The purpose of this study is to showcase the advantages and disadvantages employees in the customer services industry experience when it comes to e-learning, along with the impact the organisational conditions can have on these experiences. A fast moving world demands alternatives to traditional learning, however the new digital learning has its challenges. This has been studied through qualitative interviews with people currently employed in customer services roles. The result of the study show that the main advantages with e-learning is the easy access and availability, this is of particular importance in the customer services industry as many are employed on a part time basis and the work flow is varied. The main disadvantage of e-learning is mainly around organisational issues, such as lack of dedicated time, relevance, communication and technical challenges. In turn, these issues have a great impact on employees' motivation and attitudes towards e-learning in the workplace.
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