Knowledge and productivity in technical support work

Management Science

Volumn 49, Issue 4, 2003, Pages 416-431

  Das, Amit ^a  

^a NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

Author keywords

Call center; Diagnostic problem solving; Distributed cognition; Knowledge management; Log linear modeling; Technical support

Indexed keywords

COGNITIVE SYSTEMS; COMPETITION; CUSTOMER SATISFACTION; INFORMATION MANAGEMENT; MARKETING; MATHEMATICAL MODELS; PERSONNEL; PROBLEM SOLVING; SALES;

CALL CENTER; DIAGNOSTIC PROBLEM SOLVING; DISTRIBUTED COGNITION; KNOWLEDGE MANAGEMENT; LOG-LINEAR MODELING; TECHNICAL SUPPORT WORK;

PRODUCTIVITY;

EID: 0041702226     PISSN: 00251909     EISSN: None     Source Type: Journal    
DOI: 10.1287/mnsc.49.4.416.14419     Document Type: Article

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