The Learning Curve of Knowledge Workers in a Computing Call Center
Publication Type
Presentation
Publication Date
11-2005
Abstract
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.
Discipline
Computer Sciences | Human Resources Management | Management Information Systems
Research Areas
Information Systems and Management
Publication
INFORMS Annual Meeting, 12-15 November 2005, San Franciso, CA
City or Country
San Francisco
Citation
KIM, Youngsoo; Krishnan, Ramayya; and Argote, Linda.
The Learning Curve of Knowledge Workers in a Computing Call Center. (2005). INFORMS Annual Meeting, 12-15 November 2005, San Franciso, CA.
Available at: https://ink.library.smu.edu.sg/sis_research/1285
Additional URL
https://informs.emeetingsonline.com/emeetings/formbuilder/clustersessiondtl.asp?csnno=4100&mmnno=141&ppnno=14508