The problem addressed in this research is call center phone employees are subject to disciplinary action up to and including termination of employment based on their performance when they are all trained using the same training class using the same training method. Call centers have been a revenue generating department for many organizations.…

Purpose: This study aims to investigate the influence of a range of contingent factors that moderate the approaches to training in manufacturing SMEs. Design/methodology/approach: The study is based on a regression analysis of data from a survey of 198 manufacturing SMEs. Findings: The findings suggest that there will be times when formal training…

Lower fertility rates and declines in the number of births have created a tremendous labor shortage. This tight labor market has encouraged many companies to recruit and retain a greater number of workers older than the age of 55. Additionally, with the shift to knowledge and technology-based industries, older adult workers are finding that…

These proceedings begin with the schedule, conference committee membership lists, and detailed agenda of the 1998 conference of the Academy of Human Resource Development, which explored the relationship between learning and performance. Presented next are papers grouped by the conference's 35 symposium topics, which are as follows: university…