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| Author: | Das, A. |
| Title: | Knowledge and productivity in technical support work |
| Journal: | Management Science
2003 : APR, VOL. 49:4, p. 416-431 |
| Index terms: | Knowledge management Productivity Work |
| Language: | eng |
| Abstract: | This paper examines the process of technical support work and the role of knowledge in enhancing the productivity of such work. The concepts of problem-solving tasks and moves are developed to describe technical support work, while using call resolution time and problem escalation as measures of productivity. Using hierarchical log-linear modeling, established is the link btw. problem-solving moves and productivity. It is found 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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