The Learning Curve of Knowledge Workers in a Computing Call Cente
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...
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2005
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sg-smu-ink.sis_research-24772013-07-10T07:10:54Z The Learning Curve of Knowledge Workers in a Computing Call Cente 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. 2005-01-01T08:00:00Z text https://ink.library.smu.edu.sg/sis_research/1478 info:doi/10.1287/isre.1110.0401 http://dx.doi.org/10.1287/isre.1110.0401 Research Collection School Of Computing and Information Systems eng Institutional Knowledge at Singapore Management University Computer Sciences Human Resources Management |
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Asia |
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Singapore Singapore |
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Computer Sciences Human Resources Management KIM, Youngsoo Krishnan, Ramayya Argote, Linda The Learning Curve of Knowledge Workers in a Computing Call Cente |
| 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 Cente |
| title_short |
The Learning Curve of Knowledge Workers in a Computing Call Cente |
| title_full |
The Learning Curve of Knowledge Workers in a Computing Call Cente |
| title_fullStr |
The Learning Curve of Knowledge Workers in a Computing Call Cente |
| title_full_unstemmed |
The Learning Curve of Knowledge Workers in a Computing Call Cente |
| title_sort |
learning curve of knowledge workers in a computing call cente |
| publisher |
Institutional Knowledge at Singapore Management University |
| publishDate |
2005 |
| url |
https://ink.library.smu.edu.sg/sis_research/1478 http://dx.doi.org/10.1287/isre.1110.0401 |
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1770571199846285312 |