Thomas N. Garavan
Mapping the context and practice of training, development and HRD in European call centres
Garavan, Thomas N.; Wilson, John P.; Cross, Christine; Carbery, Ronan; Sieben, Inga; de Grip, Andries; Strandberg, Christer; Gubbins, Claire; Shanahan, Valerie; Hogan, Carole; McCracken, Martin; Heaton, Norma
Authors
John P. Wilson
Christine Cross
Ronan Carbery
Inga Sieben
Andries de Grip
Christer Strandberg
Claire Gubbins
Valerie Shanahan
Carole Hogan
Martin McCracken
Norma Heaton
Abstract
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.
Journal Article Type | Article |
---|---|
Publication Date | Sep 26, 2008 |
Deposit Date | Aug 3, 2016 |
Journal | Journal of European Industrial Training |
Print ISSN | 0309-0590 |
Publisher | Emerald |
Peer Reviewed | Peer Reviewed |
Volume | 32 |
Issue | 8/9 |
Pages | 612-728 |
DOI | https://doi.org/10.1108/03090590810918764 |
Keywords | Europe, Call centres, Training, Employee development, Human resource development |
Public URL | http://researchrepository.napier.ac.uk/Output/324271 |
Downloadable Citations
About Edinburgh Napier Research Repository
Administrator e-mail: repository@napier.ac.uk
This application uses the following open-source libraries:
SheetJS Community Edition
Apache License Version 2.0 (http://www.apache.org/licenses/)
PDF.js
Apache License Version 2.0 (http://www.apache.org/licenses/)
Font Awesome
SIL OFL 1.1 (http://scripts.sil.org/OFL)
MIT License (http://opensource.org/licenses/mit-license.html)
CC BY 3.0 ( http://creativecommons.org/licenses/by/3.0/)
Powered by Worktribe © 2024
Advanced Search