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
Citation
Kim, Youngsoo, Ramayya Krishnan and Linda Argote. 2012. The Learning Curve of IT Knowledge Workers in a Computing Call Center. Information Systems Research 23 (3): 887-902. doi: 10.1287/isre.1110.0401
Additional URL
http://dx.doi.org/10.1287/isre.1110.0401