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The Economic Pay-Offs to Informal Training: Evidence from Routine Service Work

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  • Xiangmin Liu
  • Rosemary Batt
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    Abstract

    This 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.

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    Bibliographic Info

    Article provided by ILR Review, Cornell University, ILR School in its journal ILR Review.

    Volume (Year): 61 (2007)
    Issue (Month): 1 (October)
    Pages: 75-89

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    Handle: RePEc:ilr:articl:v:61:y:2007:i:1:p:75-89

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    Cited by:
    1. Grip Andries de & Sauermann Jan, 2011. "The Effects of Training on Own and Co-Worker Productivity: Evidence from a Field Experiment," Research Memorandum 044, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    2. Grip Andries de & Sauermann Jan & Sieben Inge, 2011. "The role of peers in estimating tenure-performance profiles: evidence from personnel data," Research Memorandum 052, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).

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