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 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.
Computer Sciences | Human Resources Management | Management Information Systems
Information Systems and Management
INFORMS Annual Meeting, 12-15 November 2005, San Franciso, CA
City or Country
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. Research Collection School Of Information Systems.
Available at: http://ink.library.smu.edu.sg/sis_research/1285
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