Knowledge and Productivity in Technical Support Work
AbstractIn 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.
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Bibliographic InfoArticle provided by INFORMS in its journal Management Science.
Volume (Year): 49 (2003)
Issue (Month): 4 (April)
Technical Support; Call Center; Diagnostic Problem Solving; Distributed Cognition; Knowledge Management; Log-Linear Modeling;
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- 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.
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