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Ownership-based asymmetries in training evaluation practices of call centres

Muhammad Ali Asadullah (HRM Department, Emirates College of Technology, Abu Dhabi, UAE) (Lahore Business School (LBS), University of Lahore, Lahore, Pakistan)
Jean Marie Peretti (ESSEC Business School Paris, Cergy Pontoise Cedex, France)
Walid Derbel (Emirate College of Technology, Abu Dhabi, UAE) (IHEC Carthage Presidence, Tunis, Tunisia)
Sarra Rajhi (Emirates College of Technology, Abu Dhabi, UAE)

Industrial and Commercial Training

ISSN: 0019-7858

Article publication date: 30 November 2018

Issue publication date: 13 December 2018

398

Abstract

Purpose

The purpose of this paper is to explore the underlying asymmetries in training evaluation practices of call centre (CC) firms based on their “in-house” and “subcontractor” ownership heterogeneity.

Design/methodology/approach

The data for this qualitative inquiry were collected from key informants of 13 different CCs in Pakistan through semi-structured interviews.

Findings

The findings revealed various asymmetries in training evaluation practices among in-house and subcontractor CCs based on five different dimensions of two renowned training evaluation frameworks.

Practical implications

Training evaluation professionals can benefit from training evaluation methods identified in this study for measuring training evaluation practice and advancing future research.

Originality/value

This study has theoretically contributed to the existing research on firm heterogeneity and human resource management by focussing on training evaluation practices in CCs.

Keywords

Citation

Asadullah, M.A., Peretti, J.M., Derbel, W. and Rajhi, S. (2019), "Ownership-based asymmetries in training evaluation practices of call centres", Industrial and Commercial Training, Vol. 51 No. 1, pp. 13-23. https://doi.org/10.1108/ICT-06-2018-0056

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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