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Mapping the context...
Mapping the context and practice of training, development and HRD in European call centers
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- Garavan, Thomas N (författare)
- Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland
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- Wilson, John P (författare)
- Institute of Work Psychology, University of Sheffield, Sheffield, UK
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- Cross, Christine (författare)
- Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland
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- Carbery, Ronan (författare)
- Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland
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- Sieben, Inga (författare)
- Research Centre for Education and the Labour Market (ROA), Maastricht University, Maastricht, The Netherlands
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- de Grip, Andreas (författare)
- Research Centre for Education and the Labour Market (ROA), Maastricht University, Maastricht, The Netherlands
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- Strandberg, Christer, 1952- (författare)
- Mittuniversitetet,Institutionen för samhällsvetenskap (-2013)
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- Gubbins, Claire (författare)
- Department of Management and Marketing, University College Cork, Cork, Ireland
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- Shanahan, Valerie (författare)
- Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland
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- Hogan, Carole (författare)
- Carole Hogan Associates, Killarney, Ireland
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- McCracken, Martin (författare)
- School of Business Organisation and Management, University of Ulster, Jordanstown, UK
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- Heaton, Norma (författare)
- School of Business Organisation and Management, University of Ulster, Jordanstown, UK
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(creator_code:org_t)
- Emerald Group Publishing, 2008
- 2008
- Engelska.
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Ingår i: Journal of European Industrial Training. - : Emerald Group Publishing. - 0309-0590 .- 1758-7425. ; 32:8/9, s. 611-732
- Relaterad länk:
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Ämnesord
Stäng
- 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.
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Nyckelord
- Europe
- Call centers
- Training
- Employee development
- Hurman resource development
- Business studies
- Företagsekonomi
Publikations- och innehållstyp
- ref (ämneskategori)
- art (ämneskategori)
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Garavan, Thomas ...
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Wilson, John P
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Cross, Christine
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Carbery, Ronan
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Sieben, Inga
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de Grip, Andreas
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Strandberg, Chri ...
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Gubbins, Claire
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Shanahan, Valeri ...
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Hogan, Carole
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McCracken, Marti ...
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Heaton, Norma
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