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Mapping the Context and Practice of Training, Development and HRD in European Call Centres
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Garavan, Thomas N.; Wilson, John P.; Cross, Christine; Carbery, Ronan – Journal of European Industrial Training, 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…
Descriptors: Labor Force Development, Human Resources, Concept Mapping, Context Effect