Stakeholder variation in perceptions about training program evaluation.

Abstract

This study explores perceptual variation among stakeholder groups regarding their views of training results and evaluation in a complex organization. The case setting for the study was chosen in part based on its collective intellectual capital of knowledge workers. Rather than focus on the evaluation of a singular instructional intervention based on the perceptions of a singular stakeholder group, the current study considers the perceptions of three distinct stakeholder groups, namely training participants, training providers, and training sponsors, in terms of their perceptions relative to an entire program (consisting of multiple course interventions). A conceptual framework was developed to accommodate complex organizational contextual elements especially in terms of effectiveness, multiple-constituency group perceptions, knowledge work, and organizational learning. Multiple methods were used in three phases of research to analyze perceptual variation across the stakeholder groups. These methods included the use of concept mapping and pattern matching (phase 1), semistructured interviews (phase 2), and a survey instrument using quantitative techniques (phase 3). The integrated results of the study support that stakeholder group views of training evaluation do correspond with and depend on their perceptions of training results. While all groups perceived a similar set of training results as beneficial to the organization, each group emphasized different aspects of thew results in terms of training evaluation. These differences were found to correspond with the specific organizational role of each group. Implications of the findings are developed and discussed. Several recommendations to improve training evaluation theory and practice are presented with the main findings of the study.