The Learning Curve of Knowledge Workers in a Computing Call Center

This study examines the learning curves of IS knowledge workers, using data from a computing call center. We find that (a)learning rate of the group in charge of requests associated with application-level knowledge is faster than that of the group of technical level knowledge in terms of average res...

Full description

Saved in:

Bibliographic Details
Main Authors:	KIM, Youngsoo, Krishnan, Ramayya, Argote, Linda
Format:	text
Language:	English
Published:	Institutional Knowledge at Singapore Management University 2005
Subjects:	Computer Sciences Human Resources Management Management Information Systems
Online Access:	https://ink.library.smu.edu.sg/sis_research/1285
Tags:	Add Tag No Tags, Be the first to tag this record!
Institution:	Singapore Management University
Language:	English

id	sg-smu-ink.sis_research-2284
record_format	dspace
spelling	sg-smu-ink.sis_research-22842011-01-22T03:30:36Z The Learning Curve of Knowledge Workers in a Computing Call Center KIM, Youngsoo Krishnan, Ramayya Argote, Linda This study examines the learning curves of IS knowledge workers, using data from a computing call center. We find that (a)learning rate of the group in charge of requests associated with application-level knowledge is faster than that of the group of technical level knowledge in terms of average resolution time, (b)variance of resolution times becomes smaller in only the generalist group and (c)knowledge transfers across IS problem types. Theoretical and practical implications are discussed. 2005-11-12T08:00:00Z text https://ink.library.smu.edu.sg/sis_research/1285 Research Collection School Of Computing and Information Systems eng Institutional Knowledge at Singapore Management University Computer Sciences Human Resources Management Management Information Systems
institution	Singapore Management University
building	SMU Libraries
continent	Asia
country	Singapore Singapore
content_provider	SMU Libraries
collection	InK@SMU
language	English
topic	Computer Sciences Human Resources Management Management Information Systems
spellingShingle	Computer Sciences Human Resources Management Management Information Systems KIM, Youngsoo Krishnan, Ramayya Argote, Linda The Learning Curve of Knowledge Workers in a Computing Call Center
description	This study examines the learning curves of IS knowledge workers, using data from a computing call center. We find that (a)learning rate of the group in charge of requests associated with application-level knowledge is faster than that of the group of technical level knowledge in terms of average resolution time, (b)variance of resolution times becomes smaller in only the generalist group and (c)knowledge transfers across IS problem types. Theoretical and practical implications are discussed.
format	text
author	KIM, Youngsoo Krishnan, Ramayya Argote, Linda
author_facet	KIM, Youngsoo Krishnan, Ramayya Argote, Linda
author_sort	KIM, Youngsoo
title	The Learning Curve of Knowledge Workers in a Computing Call Center
title_short	The Learning Curve of Knowledge Workers in a Computing Call Center
title_full	The Learning Curve of Knowledge Workers in a Computing Call Center
title_fullStr	The Learning Curve of Knowledge Workers in a Computing Call Center
title_full_unstemmed	The Learning Curve of Knowledge Workers in a Computing Call Center
title_sort	learning curve of knowledge workers in a computing call center
publisher	Institutional Knowledge at Singapore Management University
publishDate	2005
url	https://ink.library.smu.edu.sg/sis_research/1285
_version_	1770570938262224896

The Learning Curve of Knowledge Workers in a Computing Call Center

Similar Items