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Mapping the context and practice of training, development and HRD in European call centres

Garavan, Thomas, Wilson, John, Cross, Christine, Carbery, Ronan, Sieben, I, de Grip, A, Strandberg, C, Gubbins, Clare, Shanahan, Valerie, Hogan, Carol, McCracken, Martin and Heaton, Norma (2008) Mapping the context and practice of training, development and HRD in European call centres. Journal of European Industrial Training, ():., 32 (8). pp. 612-728. [Journal article]

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URL: http://www.emeraldinsight.com/journals.htm?issn=0309-0590&volume=32&issue=8&PHPSESSID=uviqc2nclguuqccrhs37311181

DOI: 10.1108/03090590810918764


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.

Item Type:Journal article
Faculties and Schools:Ulster Business School > Department of Management and Leadership
Ulster Business School
Research Institutes and Groups:Business and Management Research Institute
ID Code:25345
Deposited By: Dr Martin McCracken
Deposited On:26 Mar 2013 09:18
Last Modified:26 Mar 2013 09:18

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