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Organizational knowledge and information technology: the key resources for improving customer service in call centers

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  • Sujeong Choi

    (Chonnam National University)

Abstract

This study examines whether organizational knowledge and information technologies (IT) resources influence the service expertise and performance of customer service representatives (CSRs) in call centers. More specifically, the study classifies organizational knowledge into two forms, digital knowledge stored in knowledge management systems and human knowledge that internal experts have in the organization. Moreover, the study verifies that service expertise is a major factor for providing good service. A total of 292 responses on CSRs were collected and used for the analysis. The key findings are as follows: first, digital knowledge, human knowledge, and IT resources considerably improve CSRs’ service expertise. Second, digital and human knowledge resources improve service performance, but an IT resource does not. Finally, service expertise greatly increases performance. The findings indicate that CSRs’ service expertise and performance depend on organizational knowledge and IT resources provided by the call center.

Suggested Citation

  • Sujeong Choi, 2018. "Organizational knowledge and information technology: the key resources for improving customer service in call centers," Information Systems and e-Business Management, Springer, vol. 16(1), pages 187-203, February.
    • Handle: RePEc:spr:infsem:v:16:y:2018:i:1:d:10.1007_s10257-017-0359-6
    DOI: 10.1007/s10257-017-0359-6
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    1. Salomann, Harald & Dous, Malte & Kolbe, Lutz & Brenner, Walter, 2005. "Rejuvenating Customer Management:: How to Make Knowledge For, From and About Customers Work," European Management Journal, Elsevier, vol. 23(4), pages 392-403, August.
    2. Chunke Su & Noshir Contractor, 2011. "A multidimensional network approach to studying team members' information seeking from human and digital knowledge sources in consulting firms," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 62(7), pages 1257-1275, July.
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    4. Chunke Su & Noshir Contractor, 2011. "A multidimensional network approach to studying team members' information seeking from human and digital knowledge sources in consulting firms," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 62(7), pages 1257-1275, July.
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