The Learning Curve of IT Knowledge Workers in a Computing Call Center

Material TypeArticleLanguageEnglish
TitleThe Learning Curve of IT Knowledge Workers in a Computing Call Center Author(S)Youngsoo Kim (Author)
Abstract  We analyze learning and knowledge transfer in a computing call center. The information technology (IT) technical services provided by call centers are characterized by constant changes in relevant knowledge and a wide variety of support requests. Under this IT problem-solving context, we analyze the learning curve relationship between problem-solving experience and performance enhancement ...Paginationp887 - 902
SubjectManagementDescriptorsComputers Information technology
Journal TitleInformation Systems Research  
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