Dealing with angry individuals, enduring verbal abuse without reacting negatively appears as an inherent part of the work of customer service employees. This research presents and tests a framework to examine, not the effects of customer behavior, but the results of negative management modes on...

Customer relationship, work relationship and impact of managerial practices on employees' well being need to be studied as a whole. Customer service employees' management are focused on cost and efficiency, so human resource practices need to be investigated. Qualitative research led within 5...

The legal protection of knowledge has become a major asset for compagnies seeking to go beyond the constraints of place and space traning. What legal framework can be applied to the training provided in a digital environment? According to an exploratory process conducted with a sample of ten...

The inductive approach advocated by the Grounded Theory is applied to e-learning training methods as they appear in the experience gained. According to companies the adoption decision is largely dependent on coherence between the technological environment, the quality of the information system...

This article presents the results of a Phd research. The inductive approach advocated by the Grounded Theory is applied to e-learning methods as they result from experimenting e-learning. According to enterprises, the degree of freedom for taking decision in that field, does vary. It is largely...