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Knowledge and learning in a service context : sensemaking in an online community of hair stylists : a thesis presented in partial fulfillment of the requirements for the degree of Doctorate of Philosophy in Management at Massey University at Auckland, Albany Campus
(Massey University, 2013)
Little research is directly concerned with knowledge and learning in the service context, especially with how frontline service personnel learn to deal with the technical and social aspects of service encounters. This ...