Title

The Learning Curve of Knowledge Workers in a Computing Call Cente

Publication Type

Journal Article

Publication Date

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

Research Areas

Information Systems and Management

Publication

Information Systems Research

Volume

23

Issue

3

First Page

887

Last Page

902

ISSN

1047-7047

Identifier

10.1287/isre.1110.0401

Publisher

INFORMS

Additional URL

http://dx.doi.org/10.1287/isre.1110.0401