How do Communities of Practice improve employees performance in service relations? Case of an inbound call center

Lamine Mebarki ()
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Lamine Mebarki: LEST - Laboratoire d'Economie et de Sociologie du Travail - AMU - Aix Marseille Université - CNRS - Centre National de la Recherche Scientifique

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Abstract: The Communities of practice (CoPs) approach is the subject of a very rich literature, and presented as an instrument generating and disseminating knowledge in the organization. However, the link between CoP and its members' performance still remains to be identified. By means of a case study, we aim to question the CoP's impact on employees' performance.

Keywords: communities of practice; service firm; call center; performance (search for similar items in EconPapers)
Date: 2011-03-08
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Published in Amsterdam Social Science, 2011, 3 (1), pp.45-66

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00462003

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