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/lp/emerald-publishing/mapping-the-context-and-practice-of-training-development-and-hrd-in-lZHqv9SSWH
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 0309-0590
- DOI
- 10.1108/03090590810918764
- Publisher site
- See Article on Publisher Site
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
Journal of European Industrial Training – Emerald Publishing
Published: Sep 26, 2008
Keywords: Europe; Call centres; Training; Employee development; Human resource development