Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Lärande på kundcenter: En kvantitativ studie om hur olika lärandetekniker tillämpas av medarbetare på kundcenter
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Educational Sciences, Department of Education.
2017 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The aim of this study was to contribute with knowledge regarding the organizational structures for employees’ learning and how the learning techniques are applied by the employees at the contact centers within the financial sector. This was done through three research questions “To what extent do the employees acknowledge that they learn through  non-formal learning techniques?”, “To what extent do the employees acknowledge that they learn through informal learning techniques?” and “Which patterns can be seen based on the employees choices of learning techniques?”. The theoretical background was non-formal and informal learning and was defined through Michael Eraut’s typologies. The non-formal learning technique includes the information and educational activities that are conducted by the organization. The informal learning techniques, on the other hand, involves the learning which origins from individual reflection and also from the exchange of knowledge with colleagues. In order to investigate the research questions a survey was conducted at a contact center at a Swedish bank. The survey was answered by 70 respondents. The empirical data from the survey was then statistically analyzed and the result was interpreted with support from the theoretical background and previous studies within the field of research. The findings indicated that the respondents preferred to use the available information channels when needed to improve their knowledge and competence. This means that the respondents indicated that they learn to a higher extent from the non-formal learning techniques. However, the results also indicated that other non-formal learning techniques, especially meetings and educational activities, were just slightly more preferred than informal learning techniques, such as consulting a colleague. Furthermore, the result indicated that newly employed respondents are more likely to consult a colleague in order to learn. Whereas more experienced respondents to a higher extent used the informational channels in order to learn.

 

Keywords: Workplace learning, non-formal learning techniques, informal learning techniques, contact center, bank

Place, publisher, year, edition, pages
2017. , p. 52
Series
Examensarbete vid Institutionen för pedagogik, didaktik och utbildningsstudier
Keywords [sv]
Lärande på arbetsplatsen, informellt lärande, icke-formellt lärande
National Category
Pedagogy
Identifiers
URN: urn:nbn:se:uu:diva-314085OAI: oai:DiVA.org:uu-314085DiVA, id: diva2:1069027
Subject / course
Adult and Working Life Education, Advanced Course C
Supervisors
Examiners
Available from: 2017-02-01 Created: 2017-02-01Bibliographically approved

Open Access in DiVA

fulltext(1715 kB)63 downloads
File information
File name FULLTEXT01.pdfFile size 1715 kBChecksum SHA-512
6380f278a99c718155433d75a38bfdd694232cf9f3a2381cf212fdd57288427c5613c0897d17d24f59562ed2b95a3a9d0fd0e41e5cdc7387f9903935abe7128d
Type fulltextMimetype application/pdf

By organisation
Department of Education
Pedagogy

Search outside of DiVA

GoogleGoogle Scholar
Total: 63 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 418 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf