TECHNOLOGY AND INFORMATION TECHNOLOGY IN WORK-BASED TRAINING OF SALESPERSONS - A RETROSPECTIVE STUDY OF RETAIL CHECKOUT TRAINING AND LEARNING

• The increasing adoption of digital mobile devices, information technologies and robotic technologies at work is transforming the organization of work, thus leading to new vocations being established and established vocations and skills dramatically transformed if not disappearing. Digitalization of work challenges the relevance and content of traditional vocational educations, questioning the aim of education now and in the future. The knowledge about how digitalization and new technologies transform work is, however, still limited as are the consequences for informal learning and work-based training and learning (WBTL) in, for example, logistics, ports, and retail. This paper will address this knowledge gap by focusing on the transformation of WBTL in retail checkouts. The study aims to explore the role of technology in WBTL for salespersons over the past 100 years. Methodology: The study takes a practice-theoretical approach by viewing salespersons work and WBTL as social practices at the checkout. I have studied 45 public instructional videos retrieved from YouTube, complemented with information from related websites by using qualitative methods and ethical guidelines found in the field of online video research. The Theory of Practice Architectures [1] is used as a theoretical lens and analysis tool. Findings: Information technology at the checkout has been developed to: handle and account money, receipts, and payment forms; conduct calculations, and control salespersons' work. WBTL for working at the checkout focus on "soft" skills (customer service), and it is separated from the WBTL for operating the technology. CR and POS systems have transformed from being a 'Tool' for operating ring-up sales; to being an 'Instructor', 'Assistant' and 'Educator' in the digitalized mobile checkout (based on POS platforms). Implications: Implementation of mobile POS systems have significantly altered the competence profile of newbies and learners entering the service and retail sector that challenge the development of WBTL and vocational educations.

Ämnesord

SAMHÄLLSVETENSKAP  -- Utbildningsvetenskap (hsv//swe)

SOCIAL SCIENCES  -- Educational Sciences (hsv//eng)

Nyckelord

digitalization technology

work-based training and learning

retail

checkout

salespersons

skills

Publikations- och innehållstyp

vet (ämneskategori)

kap (ämneskategori)