Knowledge and Productivity in Technical Support Work

Amit Das ()
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Amit Das: Nanyang Technological University, Singapore 639798

Management Science, 2003, vol. 49, issue 4, 416-431

Abstract: In this paper, we examine the process of technical support work and the role of knowledge in enhancing the productivity of such work. We develop the concepts of problem-solving tasks and moves to describe technical support work, while using call resolution time and problem escalation as measures of productivity. Using hierarchical log-linear modeling, we establish the link between problem-solving moves and productivity. We find 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.

Keywords: Technical Support; Call Center; Diagnostic Problem Solving; Distributed Cognition; Knowledge Management; Log-Linear Modeling (search for similar items in EconPapers)
Date: 2003
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Citations: View citations in EconPapers (11)

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Persistent link: https://EconPapers.repec.org/RePEc:inm:ormnsc:v:49:y:2003:i:4:p:416-431

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