"It's easier to ask someone i know": Call center technicians' adoption of knowledge management tools

Journal of Business Communication

Volumn 41, Issue 2, 2004, Pages 166-191

  Downing, Joe R ^a,b  

^a SOUTHERN METHODIST UNIVERSITY   (United States)

^b RENSSELAER POLYTECHNIC INSTITUTE   (United States)

Author keywords

Call centers; Communication in organizations; Diffusion of innovations; Knowledge management; Organizational learning

Indexed keywords

EID: 33745044612     PISSN: 00219436     EISSN: 15524582     Source Type: Journal    
DOI: 10.1177/0021943603262140     Document Type: Article

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