Communities of practice or communities of coping? Employee compliance among CSRs in Israeli call centres

Business & Economics

• Customer Service 100%
• Communities of Practice 74%
• Call Centres 72%
• Employees 31%
• Customer Services Quality 21%
• HRM Practices 19%
• Training on the Job 13%
• Situated Knowledge 13%
• Low Pay 10%
• Qualitative Methodology 9%
• Segmentation 9%
• Service Performance 9%
• Knowledge Flow 8%
• Case Study Research 8%
• Textual Analysis 8%
• Israel 8%
• Grounded Theory 8%
• Organizational Context 7%
• Enablers 7%
• Monitoring 5%

Social Sciences

• call center 86%
• Israeli 57%
• customer 56%
• coping 50%
• employee 45%
• on-the-job training 8%
• career prospect 8%
• subversion 7%
• segmentation 7%
• subculture 6%
• methodology 6%
• grounded theory 5%
• Israel 5%