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dc.contributor.authorLiu, Xiangmin
dc.date.accessioned2020-11-17T17:14:42Z
dc.date.available2020-11-17T17:14:42Z
dc.date.issued2007-10-01
dc.identifier.other7131202
dc.identifier.urihttps://hdl.handle.net/1813/74973
dc.description.abstractThis study examines the relationship between informal training and job performance among 2,803 telephone operators in a large unionized U.S. telecommunications company. The authors analyze individual-level data on monthly training hours and job performance over a five-month period in 2001 as provided by the company's electronic monitoring system. The results indicate that the receipt of informal training was associated with higher productivity over time, when unobserved individual heterogeneity is taken into account. Workers with lower pre-training proficiency showed greater improvements over time than did those with higher pre-training proficiency. Finally, whether the trainer was a supervisor or a peer also mattered: workers with below-average pre-training proficiency achieved greater productivity gains through supervisor training, while workers with average pre-training proficiency achieved greater productivity gains through peer training.
dc.language.isoen_US
dc.rightsRequired Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.
dc.subjectservice work
dc.subjecttelephone operators
dc.subjectinformal training
dc.subjectjob performance
dc.titleThe Economic Pay-Offs to Informal Training: Evidence From Routine Service Work
dc.typeunassigned
dc.description.legacydownloadsBatt37_The_economic_payoffs.pdf: 178 downloads, before Oct. 1, 2020.
local.authorAffiliationLiu, Xiangmin: Cornell University


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