From concepts to practices: Student case study work in organizational communication

The Indian Call Center Experience: A Case Study in Changing Discourses of Identity, Identification, and Career in a Global Context

“…We explored call center identity, identifications, and cultural constructions through a case study because this method displays changing communicative phenomena within a singular context to highlight the fuzzy boundaries between context and phenomena and to offer practical solutions that may be case specific (Deetz, 1990;Kreps, 1990;Mier, 1982;Sypher, 1997;Yin, 2002). Our case study relied primarily on focus group interviews, but these data were supplemented by ongoing conversations with an acquaintance of the first author who worked at the call center, company documents, Web site details, and observation of the call center and surrounding city and global milieu to build an appreciation of the different spaces in which workers constructed their identities and workplace culture.…”

The Case Approach in Management Training

“…For example, cases and incidents may be used to stimulate self-analysis among individual learners. They teach a method of diagnosis and analysis for each new circumstance as it affects the organization and its executives (Mier, 1982). The approach may therefore serve as a vehicle for changing managerial attitudes; and this may be a first step toward the initiation of more constructive changes within an organizational setting.…”