The Learning Curve of Knowledge Workers in a Computing Call Center

• 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
• Institution: Singapore Management University

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...