The aim of this study is to analyse psychological contract fulfilment as a mechanism through which training affects stress in call centres. The hypotheses were tested on a sample of 412 call centre operators, using structural equation modelling to analyse their survey responses. Our results demonstrated that training is negatively related to…

Could enthusiasm for e-learning be dampened because it is detrimental to the relationships between those undergoing e-training and their direct managers or colleagues? Interviews conducted in four French banks provide material to explore this question. We see that e-learning has increasingly been adopted because it goes beyond the role limitations…