This analysis of establishment-level call center survey data from 14 countries in 2003-2006 explores relationships among technology, selection, and training for both newly hired and more experienced workers. The findings suggest, consistent with the more generic literature, that information and...

Although early human capital theory recognized the relevance of workers' experience, its focus was on education and formal training. Recent studies find that much of the performance of newly hired workers is driven by learning by doing or learning from peers or supervisors in the workplace....

Several studies have shown that employees with temporary contracts have lower training participation than those with permanent contracts. There is, however, no empirical literature on the difference in informal learning on the job between permanent and temporary workers. In this paper, we...