The role of knowledge repositories in technical support environments: Speed versus learning in user performance

Journal of Management Information Systems

Volumn 22, Issue 3, 2005, Pages 159-190

  Gary, Peter H ^a   Durcikova, Alexandra ^b  

^a UNIVERSITY OF PITTSBURGH   (United States)

^b UNIVERSITY OF ARIZONA   (United States)

Author keywords

Knowledge management systems; Knowledge repositories; Knowledge sourcing; Learning orientation; Risk aversion; Technical support help desks

Indexed keywords

INFORMATION RETRIEVAL SYSTEMS; KNOWLEDGE ACQUISITION; KNOWLEDGE REPRESENTATION; MANAGEMENT INFORMATION SYSTEMS;

KNOWLEDGE MANAGEMENT SYSTEMS; KNOWLEDGE REPOSITORIES; KNOWLEDGE SOURCING; LEARNING ORIENTATION; RISK AVERSION; TECHNICAL SUPPORT;

KNOWLEDGE BASED SYSTEMS;

EID: 33748606606     PISSN: 07421222     EISSN: None     Source Type: Journal    
DOI: 10.2753/MIS0742-1222220306     Document Type: Article

References (95)

1. Alavi, M., and Leidner, D. Knowledge management systems: Issues, challenges and benefits. Communications of the AIS, 1, 7 (1999), 1-37.
2. Alavi, M., and Leidner, D. Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly, 25, 1 (2001), 107-136.
3. Argote, L.; McEvily, B.; and Reagans, R. Managing knowledge in organizations: An integrative framework and review of emerging themes. Management Science, 49, 4 (2003), 571-582.
4. Baek, S., and Liebowitz, J. Designing a Web-based knowledge repository in a virtual team and exploring its usefulness. Paper presented at the Fifth Americas Conference on Information Systems, Milwaukee, August 13-15, 1999.
5. Bailey, J.E., and Pearson, S.W. Development of a tool for measuring and analyzing user satisfaction. Management Science, 29, 5 (1983), 530-545.
6. Barney, J.B.; Wright, M.; and Ketchen, D.J. The resource-based view of the firm: Ten years after 1991. Journal of Management, 27, 6 (2001), 625-642.
7. Becerra-Fernandez, L, and Sabherwal, R. Organizational knowledge management: A contingency perspective. Journal of Management Information Systems, 18, 1 (Summer 2001), 23-56.
8. Boisot, M.H. Knowledge Assets: Securing Competitive Advantage in the Information Economy. New York: Oxford University Press, 1998.
9. Bose, R., and Sugumaran, V. Application of knowledge management technology in customer relationship management. Knowledge and Process Management, 10, 1 (2003), 3-17.
10. Brett, J.F., and VandeWalle, D. Goal orientation and goal content as predictors of performance in a training program. Journal of Applied Psychology, 84, 6 (1999), 863-873.
11. Bromiley, P., and Curley, S. Individual differences in risk taking. In J.F. Yates (ed.), Risk Taking Behavior Chichester, UK: John Wiley & Sons, 1992, pp. 87-132.
12. Burns, R. The Adult Learner at Work. Sydney: Business and Professional Publishing, 1995.
13. Cable, D.M., and Judge, T.A. Pay preferences and job search decisions: A person-organization fit perspective. Personnel Psychology, 47, 2 (1994), 317-348.
14. Caldwell, F.; Linden, A.; Miklovic, D.; Morello, D.; Knox, R.; Logan, D.; Grey, M.; Gilbert, M.; Harris, K.; Andrews, W.; Lundy, J.; Hayward, S.; Bell, M.; Latham, L.; and Shegda, K. Hype cycle for knowledge management. Gartner Group, Stamford, CT, 2003.
15. Carlaw, M.; Carlaw, P.; Deming, V.K.; and Friedmann, K. Managing and Motivating Contact Center Employees: Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff. New York: McGraw-Hill, 2002.
16. Carmines, E.G., and Zeller, R.A. Reliability and Validity Assessment. Beverly Hills, CA: Sage, 1979.
17. Chau, M.; Zeng, D.; Chen, H.; Huang, M.; and Hendriawan, D. Design and evaluation of a multi-agent collaborative Web mining system. Decision Support Systems, 35, 1 (2003), 167-183.
18. Chin, W.W. The partial least squares approach for structural equation modeling. In G.A. Marcoulides (ed.), Modern Methods for Business Research. Mahwah, NJ: Lawrence Erlbaum, 1998, pp. 295-336.
19. Cleveland, B. Keeping your agents motivated. Call Center Magazine, 17, 2 (2004), 48-50 (available at www.callcentermagazine.com/ showArticle.jhtml?articleID=17601984).
20. Daft, R.L., and Weick, K.E. Toward a model of organizations as interpretation systems. Academy of Management Review, 9, 2 (1984), 284-295.
21. Das, A. Knowledge and productivity in technical support work. Management Science, 49, 4 (2003), 416-431.
22. Davenport, T.H., and Klahr, P. Managing customer support knowledge. California Management Review, 40, 3 (1998), 195-208.
23. Davenport, T.H., and Prusak, L. Working Knowledge: How Organizations Manage What They Know. Boston: Harvard Business School Press, 1998.
24. Davenport, T.H.; De Long, D.W.; and Beers, M. Successful knowledge management projects. Sloan Management Review, 39, 2 (1998), 43-57.
25. Davis, F.D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13, 3 (1989), 319-340.
26. Day, G.S. Managing marketing relationships. Journal of the Academy of Marketing Science, 28, 1 (2000), 24-31.
27. DeLone, W.H., and McLean, E.R. Information system success: The quest for the dependent variable. Information Systems Research, 3, 1 (1992), 60-95.
28. Dillman, D.A. Mail and Telephone Surveys. New York: John Wiley & Sons, 1978.
29. Dweck, C.S., and Elliott, E.S. Achievement motivation. In P. Mussen and E.M. Hetherington (eds.), Handbook of Child Psychology. New York: Wiley, 1983, pp. 643-691.
30. Dweck, C.S., and Leggett, E.L. A social-cognitive approach to motivation and personality. Psychological Review, 95, 2 (1988), 256-273.
31. Earl, M.J. Knowledge management strategies: Towards a taxonomy. Journal of Management Infonnation Systems, 18, 1 (Summer 2001), 215-233.
32. Efron, B., and Tibshirani, R.J. An Introduction to the Bootstrap. Monographs on Statistics and Applied Probability 57. New York: Chapman and Hall, 1993.
33. El Sawy, O.A., and Bowles, G. Redesigning the customer support process for the electronic economy: Insights from Storage Dimensions. MIS Quarterly, 21, 4 (1997), 457-483.
34. Eschenfelder, K.; Heckman, R.; and Sawyer, S. The distribution of computing: The knowledge markets of distributed technical support specialists. Information Technology & People, 11, 2 (1998), 84-103.
35. Fisher, S.L., and Ford, J.K. Differential effects of learning effort and goal orientation on two learning outcomes. Personnel Psychology, 51, 2 (1998), 392-420.
36. Fluss, D. Why knowledge management is a "dirty" word. Customer Interface, 15, 2 (2002), 40-41.
37. Fornell, C., and Larcker, D. Evaluating structural equation models with unobservable variables and measurement error. Journal o Marketing Research, 18, 1 (1981), 39-50.
38. Gallivan, M.J.; Eynon, J.; and Rai, A. The challenge of knowledge management systems: Analyzing the dynamic processes underlying performance improvements initiatives. Information Technology and People, 16, 3 (2003), 326-352.
39. Gans, N.; Koole, G.; and Mandelbaum, A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing and Service Operations Management, 5, 2 (2003), 79-141.
40. Gold, A.H.; Malhotra, A.; and Segars, A.H. Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 18, 1 (Summer 2001), 185-214.
41. Goodman, P.S., and Darr, E.D. Computer-aided systems and communities: Mechanisms for organizational learning in distributed environments. MIS Quarterly, 22, 4 (1998), 417-440.
42. Goodwin, N.C. Functionality and usability. Communications of the ACM, 30, 3 (1987), 229-233.
43. Grant, H., and Dweck, C.S. Clarifying achievement goals and their impact. Journal of Personality and Social Psychology, 85, 3 (2003), 541-553.
44. Grant, R.M. Towards a knowledge-based theory of the firm. Strategic Management Journal, 17 Special Issue (Winter 1996), 109-122.
45. Grant, R.M. The knowledge-based view of the firm. In D.O. Faulkner and A. Campbell (eds.), The Oxford Handbook of Strategy, vol. 1. Oxford: Oxford University Press, 2003, pp. 197-221.
46. Gray, P.H. Knowledge sourcing effectiveness. Ph.D. dissertation, Queen's University, Kingston, Canada, 2002.
47. Gray, P.H., and Meister, D.B. Knowledge sourcing effectiveness. Management Science, 50, 6 (2004), 821-834.
48. Grover, V., and Davenport, T.H. General perspectives on knowledge management: Fostering a research agenda. Journal of Management Information Systems, 18, 1 (Summer 2001), 5-21.
49. Gruber, T.R., and Russell, D.M. Generative design rationale: Beyond the record and replay paradigm. In T.P. Moran and J.M. Carroll (ed.), Design Rationale: Concepts, Techniques, and Uses. Mahwah, NJ: Lawrence Erlbaum, 1996, pp. 323-349.
50. Grudin, J. Groupware and social dynamics: Eight challenges for developers. Communications of the ACM, 37, 1 (1994), 92-105.
51. Hall, H. Input-friendliness: Motivating knowledge sharing across intranets. Journal of Information Science, 27, 3 (2001), 139-146.
52. Hansen, M.T., and Haas, M.R. Competing for attention in knowledge markets: Electronic document dissemination in a management consulting company. Administrative Science Quarterly, 46, 1 (2001), 1-28.
53. Houle, C.O. The Inquiring Mind Madison: University of Wisconsin Press, 1961.
54. Houlihan, M. Eyes wide shut: Querying the depth of call center learning. Journal of European Industrial Training, 24, 2 (2000), 228-240.
55. Hulland, J. Use of partial least squares (PLS) in strategic management research: A review of four studies. Strategic Management Journal, 20, 2 (1999), 195-204.
56. IDC Group. Worldwide knowledge management software 2004-2008 forecast: Access is the key to growth. Report No. 31278, Boston, 2004.
57. Kankanhalli, A.; Tanudidjaja, F.; Sutanto, J.; and Tan, B.C.Y. The role of IT in successful knowledge management initiatives. Communications of the ACM, 46, 9 (2003), 69-73.
58. Knowles, M.S. The Modern Practice of Adult Education. New York: Adult Education, 1980.
59. Kogut, B., and Zander, U. Knowledge of the firm, combinative capabilities, and the replication of technology. Organization Science, 3, 3 (1992), 383-397.
60. Koys, D.J., and DeCotiis, T.A. Inductive measures of psychological climate. Human Relations, 44, 3 (1991), 265-285.
61. Kwan, M.M., and Balasubramanian, P. KnowledgeScope: Managing knowledge in context. Decision Support Systems, 35, 4 (2003), 467-486.
62. Lazarus, R.S., and Folkman, S. Stress, Appraisal, and Coping. New York: Springer, 1984.
63. Lee, H., and Choi, B. Knowledge management enablers, processes, and organizational performance: An integrative view and empirical examination. Journal of Management Information Systems, 20, 1 (Summer 2003), 179-228.
64. Levitt, B., and March, J.G. Organizational learning. Annual Review of Sociology, 14 (1988), 319-338.
65. Lopes, L. Psychology and economics: Perspectives on risk, cooperation, and the marketplace. Annual Review of Psychology, 45 (1994), 197-227.
66. Mao, J.Y., and Benbasat, I. The use of explanations in knowledge-based systems: Cognitive perspectives and a process-tracing analysis. Journal of Management Information Systems, 17, 2 (Fall 2000), 153-179.
67. March, J.G. Exploration and exploitation in organizational learning. Organization Science, 2, 1 (1991), 71-87.
68. Markus, M.L. Toward a theory of knowledge reuse: Types of knowledge reuse situations and factors in reuse success. Journal of Management Information Systems, 18, 1 (Summer 2001), 57-94.
69. Marwick, A.D. Knowledge management technology. IBM Systems Journal, 40, 4 (2001), 814-830.
70. Moore, G.C., and Benbasat, I. Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2, 3 (1991), 192-222.
71. Moorman, C., and Miner, A.S. Organizational improvisation and organizational memory. Academy of Management Review, 23, 4 (1998), 698-723.
72. Nissen, M.E. Knowledge-based knowledge management in the re-engineering domain. Decision Support Systems, 27, 1-2 (1999), 47-65.
73. Noonan, R., and Wold, H. Partial least squares path analysis. In J.P. Keeves (ed.), Educational Research, Methodology and Measurement. Oxford: Pergamon, 1988, pp. 710-716.
74. Nunamaker, J.F.; Konsynski, B.R.; Chen, M.; Vinze, A.S.; Chen, Y.I.R.; and Heltne, M.M. Knowledge-based systems support for information centers. Journal of Management Information Systems, 5, 1 (Summer 1988), 6-24.
75. Nunnally, J.C. Psychometric Theory, 2d ed. New York: McGraw-Hill, 1978.
76. O'Herron, J. Building the bases of knowledge. Call Center Magazine 16, 1 (2003), 34-39.
77. Olivera, F. Memory systems in organizations: An empirical investigation of mechanisms for knowledge collection, storage and access. Journal of Management Studies, 37, 6 (2000), 811-832.
78. Orr, J.E. Talking About Machines: An Ethnography of a Modern Job. New York: Cornell University Press, 1996.
79. Orr, J.E. Sharing knowledge, celebrating identity: Community memory in a service culture. In D.S. Middleton and D. Edwards (ed.), Collective Remembering. Newbury Park, CA: Sage, 1990, pp. 169-189.
80. Ozer, M. Information technology and new product development. Industrial Marketing Management, 29, 5 (2000), 387-396.
81. Pentland, B.T. Organizing moves in software-support hot lines. Administrative Science Quarterly, 37, 4 (1992), 527-548.
82. Pentland, B.T. Read me what it says on your screen: The interpretive problem of technical service work. Technology Studies, 2, 1 (1995), 50-79.
83. Pitt, L.F.; Watson, R.T.; and Kavan, C.B. Service quality - A measure of information-systems effectiveness. MIS Quarterly, 19, 2 (1995), 173-187.
84. Podsakoff, P.M., and Dalton, D.R. Research methodology in organizational studies. Journal of Management, 13, 2 (1987), 419-441.
85. Pratt, J.W. Risk aversion in the small and in the large. Econometrica, 32, 1-2 (January-April 1964), 122-136.
86. Rigby, D.K.; Reichheld, F.; and Schefter, P. Avoid the four perils of CRM. Harvard Business Review, 80, 2 (2002), 101-109.
87. Ruggles, R. The state of the notion: Knowledge management in practice. California Management Review, 40, 3 (1998), 80-89.
88. Spender, J.-C. Making knowledge the basis of a dynamic theory of the firm, Strategic Management Journal, 17, Special Issue (Winter 1996), 45-62.
89. Stein, E.W., and Zwass, V. Actualizing organizational memory with information technology. Information Systems Research, 6, 2 (1995), 85-117.
90. Sussman, S., and Siegal, W. Informational influence in organizations: An integrated approach to knowledge adoption. Information Systems Research, 14, 1 (2003), 47-65.
91. Sweller, J. Cognitive load during problem solving: Effects on learning. Cognitive Science, 12, 2 (1988), 257-285.
92. Tesluk, P.E., and Jacobs, R.R. Towards an integrated model of work experience. Personnel Psychology, 51, 2 (1998), 321-355.
93. Werts, C.E.; Linn, R.L.; and Jöreskog, K.G. Intraclass reliability estimates: Testing structural assumptions. Educational and Psychological Measurement, 34 (1974), 25-33.
94. Zack, M.H. Managing codified knowledge. Sloan Management Review, 40, 4 (1999), 45-58.
95. Zuboff, S. In The Age of the Smart Machine: The Future of Work and Power. New York: Basic Books, 1988.