Individual and situational factors affecting transfer of training in a call center environment.
Date on Master's Thesis/Doctoral Dissertation
Department of Leadership, Foundations, and Human Resource Education
Boyle, Mike Alan
Transfer of training; Call center; Corporate training
Employees--Training of; Call centers--Employees--Training of
In the past 35 years, the average U.S. corporation expenditure per employee on training has increased over ten-fold, yet research studies covering the same time period estimate that only 10-15% of skills and knowledge acquired during training actually transfer to the job. A study was conducted using Mathieu and Martineau's model of training motivation to better understand which factors predicted for motivation to transfer learning on the job in a call center environment. Participants from a large mid-western insurance company call center (n = 195) participated in a longitudinal study to determine the relationship of individual factors, situational factors, and reaction to training with motivation to transfer training. Pre-training survey scales measured variables motivation to learn, locus of control, self-efficacy, learning confidence, managerial support, organizational support, and job support. Post-training survey scales measured reaction to training and motivation to transfer training. Pearson correlation, hierarchical multiple regression, and factor analysis were used to understand correlation among the predictor variables and between the predictors and the criterion variable motivation to transfer. Results indicated that while all variables of interest correlated with motivation to transfer in Pearson tests, only situational factors and reaction to training predicted for transfer motivation when entered into the final hierarchical multiple regression model.
Hicks, Eric Travis, "Individual and situational factors affecting transfer of training in a call center environment." (2006). Electronic Theses and Dissertations. Paper 614.