Customer Service Knowledge Work Knowledge Worker Performance 
Kapp Notes
JULY 8, 2010
The fidelity between the environment in which the performance is required and the environment in which it is trained and practiced is extremely high. The processes have been formalized, in knowledge work, many of the processes are formalized. Anything less is not as effective and the performance will not be guaranteed.
Tony Karrer
NOVEMBER 10, 2008
But then he describes how we've really moved on past that to a new age where the dominant value for most organizations are created by high-end knowledge workers working on concepts. But, I actually think we should be focused on the emphasis on the type of knowledge work and the type of workers.
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