IDEAS home Printed from https://ideas.repec.org/a/inm/ormnsc/v49y2003i4p416-431.html
   My bibliography  Save this article

Knowledge and Productivity in Technical Support Work

Author

Listed:
  • Amit Das

    (Nanyang Technological University, Singapore 639798)

Abstract

In this paper, we examine the process of technical support work and the role of knowledge in enhancing the productivity of such work. We develop the concepts of problem-solving tasks and moves to describe technical support work, while using call resolution time and problem escalation as measures of productivity. Using hierarchical log-linear modeling, we establish the link between problem-solving moves and productivity. We find that the mix of moves exercised in technical support strongly depends on the formulation of tasks by those requesting support. Because the formulation of tasks is performed by users, knowledge management initiatives must target users as well as support providers to have the desired impact on productivity.

Suggested Citation

  • Amit Das, 2003. "Knowledge and Productivity in Technical Support Work," Management Science, INFORMS, vol. 49(4), pages 416-431, April.
    • Handle: RePEc:inm:ormnsc:v:49:y:2003:i:4:p:416-431
    DOI: 10.1287/mnsc.49.4.416.14419
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/mnsc.49.4.416.14419
    Download Restriction: no
    File URL: https://libkey.io/10.1287/mnsc.49.4.416.14419?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Marcie J. Tyre & Eric von Hippel, 1997. "The Situated Nature of Adaptive Learning in Organizations," Organization Science, INFORMS, vol. 8(1), pages 71-83, February.
    2. Rust, Roland T. & Metters, Richard, 1996. "Mathematical models of service," European Journal of Operational Research, Elsevier, vol. 91(3), pages 427-439, June.
    3. Frances X. Frei & Ravi Kalakota & Andrew J. Leone & Leslie M. Marx, 1999. "Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study," Management Science, INFORMS, vol. 45(9), pages 1210-1220, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Peter H. Gray & Darren B. Meister, 2004. "Knowledge Sourcing Effectiveness," Management Science, INFORMS, vol. 50(6), pages 821-834, June.
    2. Natasa Gajic & Mehraz Boolaky, 2015. "Impact of Technical Support on Customer Satisfaction," SAGE Open, , vol. 5(4), pages 21582440156, October.
    3. Sinan Aral & Erik Brynjolfsson & Marshall Van Alstyne, 2012. "Information, Technology, and Information Worker Productivity," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 849-867, September.
    4. Dholakia, Utpal M. & Kahn, Barbara E. & Reeves, Randy & Rindfleisch, Aric & Stewart, David & Taylor, Earl, 2010. "Consumer Behavior in a Multichannel, Multimedia Retailing Environment," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 86-95.
    5. Linda Argote & Bill McEvily & Ray Reagans, 2003. "Managing Knowledge in Organizations: An Integrative Framework and Review of Emerging Themes," Management Science, INFORMS, vol. 49(4), pages 571-582, April.
    6. Alexandra Durcikova & Kelly J. Fadel & Brian S. Butler & Dennis F. Galletta, 2011. "Research Note ---Knowledge Exploration and Exploitation: The Impacts of Psychological Climate and Knowledge Management System Access," Information Systems Research, INFORMS, vol. 22(4), pages 855-866, December.
    7. Youngsoo Kim & Ramayya Krishnan & Linda Argote, 2012. "The Learning Curve of IT Knowledge Workers in a Computing Call Center," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 887-902, September.
    8. Stefano Brusoni & Lorenzo Cassi, 2007. "Re-Inventing the Wheel: Knowledge Integration in Fast-changing Environments," KITeS Working Papers 209, KITeS, Centre for Knowledge, Internationalization and Technology Studies, Universita' Bocconi, Milano, Italy, revised Dec 2007.
    9. Hosein Rezaie Dolatabadi & Ali Hoseini & Hamed Derakhshide, 2012. "Analyzing the Influence of Computer Capabilities and Knowledge Sharing in the fulfillment of Information System," International Journal of Learning and Development, Macrothink Institute, vol. 2(4), pages 155-169, August.
    10. Sukruth Suresh & T. Ravichandran, 2022. "Value Gains in Business Process Outsourcing: The Vendor Perspective," Information Systems Frontiers, Springer, vol. 24(2), pages 677-690, April.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Emmanuelle Vaast & Geoff Walsham, 2009. "Trans-Situated Learning: Supporting a Network of Practice with an Information Infrastructure," Information Systems Research, INFORMS, vol. 20(4), pages 547-564, December.
    2. Van den Poel, Dirk & Lariviere, Bart, 2004. "Customer attrition analysis for financial services using proportional hazard models," European Journal of Operational Research, Elsevier, vol. 157(1), pages 196-217, August.
    3. Tammy L. Madsen & Michael J. Leiblein, 2015. "What Factors Affect the Persistence of an Innovation Advantage?," Journal of Management Studies, Wiley Blackwell, vol. 52(8), pages 1097-1127, December.
    4. Schmid, Stefan & Schurig, Andreas, 2003. "The development of critical capabilities in foreign subsidiaries: disentangling the role of the subsidiary's business network," International Business Review, Elsevier, vol. 12(6), pages 755-782, December.
    5. Pamela J. Hinds & Diane E. Bailey, 2003. "Out of Sight, Out of Sync: Understanding Conflict in Distributed Teams," Organization Science, INFORMS, vol. 14(6), pages 615-632, December.
    6. Yang, Chia-Hsuan & Nugent, Rebecca & Fuchs, Erica R.H., 2016. "Gains from others’ losses: Technology trajectories and the global division of firms," Research Policy, Elsevier, vol. 45(3), pages 724-745.
    7. Burcharth, Ana Luiza Lara de Araújo & Lettl, Christopher & Ulhøi, John Parm, 2015. "Extending organizational antecedents of absorptive capacity: Organizational characteristics that encourage experimentation," Technological Forecasting and Social Change, Elsevier, vol. 90(PA), pages 269-284.
    8. Alain Asquin & R. Moore, 2003. "Trajectories, Strategic Formulas and Contingencies : pathways to entrepreneurial success," Post-Print halshs-00688892, HAL.
    9. Agarwal, Rajshree & Shah, Sonali K., 2014. "Knowledge sources of entrepreneurship: Firm formation by academic, user and employee innovators," Research Policy, Elsevier, vol. 43(7), pages 1109-1133.
    10. Anne Kokkonen & Pauli Alin, 2015. "Practice-based learning in construction projects: a literature review," Construction Management and Economics, Taylor & Francis Journals, vol. 33(7), pages 513-530, July.
    11. I. G. Fedorov, 2015. "Improving The Efficiency And Quality Of Business Processes Using Bpms," Russian Journal of Industrial Economics, MISIS, issue 1.
    12. Alain Asquin & Emmanuelle Reynaud & Marion Polgé, 2001. "Entrepreneurship: what are the typical capabilities to create competitive resources? A discussion from case studies," Post-Print hal-00379862, HAL.
    13. Alaric Bourgoin & Nicolas Bencherki, 2013. "The performance of authority in organizations: an example from management consulting," CSI Working Papers Series 029, Centre de Sociologie de l'Innovation (CSI), Mines ParisTech.
    14. Zeynep Ton, 2008. "The Effect of Labor on Profitability: The Role of Quality," Harvard Business School Working Papers 09-040, Harvard Business School, revised Jul 2009.
    15. Daniel Beverungen, 2014. "Exploring the Interplay of the Design and Emergence of Business Processes as Organizational Routines," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 6(4), pages 191-202, August.
    16. Frances X. Frei & Ravi Kalakota & Andrew J. Leone & Leslie M. Marx, 1999. "Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study," Management Science, INFORMS, vol. 45(9), pages 1210-1220, September.
    17. Kummitha, Rama Krishna Reddy, 2020. "Why distance matters: The relatedness between technology development and its appropriation in smart cities," Technological Forecasting and Social Change, Elsevier, vol. 157(C).
    18. Kokshagina, Olga & Le Masson, Pascal & Bories, Florent, 2017. "Fast-connecting search practices: On the role of open innovation intermediary to accelerate the absorptive capacity," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 232-239.
    19. van Baalen, P.J. & van Fenema, P.C., 2005. "Strategies for Dealing with Drift during Implementation of ERP Systems," ERIM Report Series Research in Management ERS-2005-043-LIS, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    20. Beth A. Bechky, 2003. "Sharing Meaning Across Occupational Communities: The Transformation of Understanding on a Production Floor," Organization Science, INFORMS, vol. 14(3), pages 312-330, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:ormnsc:v:49:y:2003:i:4:p:416-431. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.