Title

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

Additional URL

https://informs.emeetingsonline.com/emeetings/formbuilder/clustersessiondtl.asp?csnno=4100&mmnno=141&ppnno=14508

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