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ERIC Number: EJ817198
Record Type: Journal
Publication Date: 2008
Pages: 117
Abstractor: As Provided
Reference Count: 178
ISSN: ISSN-0309-0590
Mapping the Context and Practice of Training, Development and HRD in European Call Centres
Garavan, Thomas N.; Wilson, John P.; Cross, Christine; Carbery, Ronan
Journal of European Industrial Training, v32 n8-9 p612-728 2008
Purpose: 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 to argue that the complexity and diversity of training, development and HRD practices is best understood by studying the multilayered contexts within which call centres operate. Call centres operate as open systems and training, development and HRD practices are influenced by environmental, strategic, organisational and temporal conditions. Design/methodology/approach: The study utilised a range of research methods, including in-depth interviews with multiple stakeholders, documentary analysis and observation. The study was conducted over a two-year period. Findings: The results indicate that normative models of HRD are not particularly valuable and that training, development and HRD in call centres is emergent and highly complex. Originality/value: This study represents one of the first studies to investigate training and development and HRD practices and systems in European call centres. (Contains 13 tables and 2 figures.) ["Mapping the Context and Practice of Training, Development and HRD in European Call Centres" was written with Inga Sieben, Andries de Grip, Christer Strandberg, Claire Gubbins, Valerie Shanahan, Carole Hogan, Martin McCracken, and Norma Heaton.]
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Publication Type: Journal Articles; Reports - Research
Education Level: Adult Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A