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Mapping the context and practice of training, development and HRD in European call centers
Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland.
Institute of Work Psychology, University of Sheffield, Sheffield, UK.
Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland.
Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland.
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2008 (English)In: Journal of European Industrial Training, ISSN 0309-0590, Vol. 32, no 8/9, 611-732 p.Article in journal (Refereed) Published
Abstract [en]

AbstractPurpose – Utilising data from 18 in-depth case studies, this study seeks to explore training,development and human resource development (HRD) practices in European call centres. It aims toargue that the complexity and diversity of training, development and HRD practices is bestunderstood by studying the multilayered contexts within which call centres operate. Call centresoperate as open systems and training, development and HRD practices are influenced byenvironmental, strategic, organisational and temporal conditions.Design/methodology/approach – The study utilised a range of research methods, includingin-depth interviews with multiple stakeholders, documentary analysis and observation. The studywas conducted over a two-year period.Findings – The results indicate that normative models of HRD are not particularly valuable and thattraining, development and HRD in call centres is emergent and highly complex.Originality/value – This study represents one of the first studies to investigate training anddevelopment and HRD practices and systems in European call centres.

Place, publisher, year, edition, pages
Emerald Group Publishing , 2008. Vol. 32, no 8/9, 611-732 p.
Keyword [en]
Europe, Call centers, Training, Employee development, Hurman resource development
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-7473DOI: 10.1108/03090590810918764Scopus ID: 2-s2.0-54249130335OAI: oai:DiVA.org:miun-7473DiVA: diva2:127574
Available from: 2008-12-08 Created: 2008-12-08 Last updated: 2009-06-07Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
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