The Learning Curve of IT Knowledge Workers in a Computing Call Center
Published Online:7 May 2012https://doi.org/10.1287/isre.1110.0401
References
- Organizational Learning: Creating, Retaining and Transferring Knowledge (1999) (Kluwer, Norwell, MA) Google Scholar
- Knowledge transfer: A basis for competitive advantage in firms. Organ. Behav. Human Decision Processes (2000) 82(1):150–169Crossref, Google Scholar
- On a data-driven method for staffing large call centers. Oper. Res. (2009) 57(3):714–726Link, Google Scholar
- Network learning: The effects of partners' heterogeneity of experience on corporate acquisitions. Admin. Sci. Quart. (2002) 47(1):92–124Crossref, Google Scholar
- Learning and forgetting: The dynamics of aircraft production. Amer. Econom. Rev. (2001) 90(4):1034–1054Crossref, Google Scholar
- Improving manufacturing performance through process change and knowledge creation. Management Sci. (2000) 46(2):265–288Link, Google Scholar
- Knowledge building as a mediator of conflict in conceptual change. Cognition Instruction (1997) 15(1):1–40Crossref, Google Scholar
- An investigation of partner similarity dimensions on knowledge transfer. Organ. Behav. Human Decision Processes (2000) 82(1):28–44Crossref, Google Scholar
- The acquisition, transfer, and depreciation of knowledge in service organization: Productivity in franchises. Management Sci. (1995) 41(11):1750–1762Link, Google Scholar
- Knowledge and productivity in technical support work. Management Sci. (2003) 49(4):416–431Link, Google Scholar
- Consistent covariance matrix estimation with spatially dependent panel data. Rev. Econom. Statist. (1998) 80(4):549–560Crossref, Google Scholar
- Treating progress functions as a managerial opportunity. Acad. Management Rev. (1984) 9(2):235–247Crossref, Google Scholar
- The Transfer of Learning (1965) (Macmillan, New York) Google Scholar
- Organizational learning curves: A method for investigating intra-plant transfer of knowledge acquired through learning by doing. Organ. Sci. (1991) 2(1):58–70Link, Google Scholar
- Staffing of time-varying queues to achieve time-stable performance. Management Sci. (2008) 54(2):324–338Link, Google Scholar
- The impact of product variety on automobile assembly operations: Empirical evidence and simulation analysis. Management Sci. (1999) 45(6):771–786Link, Google Scholar
- Specialization, learning by doing and the optimal amount of learning. Econom. Inquiry (1976) 14(3):389–409Crossref, Google Scholar
- Competing compatibility standards and network externalities in the PC software market. Rev. Econom. Statist. (1995) 77(4):599–608Crossref, Google Scholar
- Managing learning and turnover in employee staffing. Oper. Res. (2002) 50(6):991–1006Link, Google Scholar
- , Sternberg R. J., Davidson J. E. Cognitive and affective components of insight. The Nature of Insight (1995) (MIT Press, Cambridge, MA) 197–228Google Scholar
- Service-level differentiation in call centers with fully flexible servers. Management Sci. (2008) 54(2):279–294Link, Google Scholar
- Learning from complexity: Effects of prior accidents and incidents on airlines' learning. Admin. Sci. Quart. (2002) 47(4):609–643Crossref, Google Scholar
- Building Expert Systems (1983) (Addison-Wesley Longman, Boston) Google Scholar
- Organizational learning: The contributing processes and the literature. Organ. Sci. (1991) 2(1):88–115Link, Google Scholar
- Why differences make a difference: A field study of diversity, conflict, and performance in workgroups. Admin. Sci. Quart. (1999) 44(4):741–763Crossref, Google Scholar
- Knowledge of the firm, combinative capabilities, and the replication of technology. Organ. Sci. (1992) 3(3):383–397Link, Google Scholar
- Globalization and increasing returns: Implications for the U.S. computer industry. Inform. Systems Res. (1998) 9(4):303–322Link, Google Scholar
- Behind the learning curve: Linking learning activities to waste reduction. Management Sci. (2000) 46(5):597–611Link, Google Scholar
- Critical skills and knowledge requirements of IS professionals: A joint academic/industry investigation. MIS Quart. (1995) 19(3):313–340Crossref, Google Scholar
- Transactive memory systems, learning, and learning transfer. Organ. Sci. (2005) 16(6):581–598Link, Google Scholar
- Group versus individual training and group performance: The mediating role of transactive memory. Personality Soc. Psych. Bull. (1995) 21(4):384–393Crossref, Google Scholar
- Clockspeed and informational response: Evidence from the information technology industry. Inform. Systems Res. (1998) 9(4):415–433Link, Google Scholar
- , Tindale R. S., Heath L., Edwards J., Posavac E. J., Bryant F. B., Myers J., Suarez-Balcazar Y., Henderson-King E. Training people to work in groups. Theory and Research on Small Groups (1998) (Plenum, New York) 37–60Google Scholar
- A dynamic theory of organizational knowledge creation. Organ. Sci. (1994) 5(1):14–37Link, Google Scholar
- Variability of worked examples and transfer of geometrical problem-solving skills: A cognitive-load approach. J. Ed. Psych. (1994) 86(1):122–133Crossref, Google Scholar
- Organizing moves in software support hotlines. Admin. Sci. Quart. (1992) 37(3):495–498Crossref, Google Scholar
- The efficiency-quality trade-off of cross-trained workers. Manufacturing Service Oper. Management (2000) 2(1):32–48Link, Google Scholar
- Knowledge, integration, and the locus of learning: An empirical analysis of process development. Strategic Management J. (1994) 15(Supplement):85–100Crossref, Google Scholar
- Personal Knowledge: Towards a Post Critical Philosophy (1958) (Routledge, London) Google Scholar
- Organizational learning and forgetting: The effects of turnover and structure. Eur. Management Rev. (2006) 3(2):77–85Crossref, Google Scholar
- Individual experience and experience working together: Predicting learning rates from knowing who knows what and knowing how to work together. Management Sci. (2005) 51(6):869–881Link, Google Scholar
- Distribution of knowledge, group network structure, and group performance. Management Sci. (2000) 46(5):612–625Link, Google Scholar
- Learning by doing something else: Variation, relatedness, the learning curve. Management Sci. (2003) 49(1):39–56Link, Google Scholar
- Specificity and variability of practice. Res. Quart. Exercise Sport (1990) 61(2):169–177Crossref, Google Scholar
- Towards standardization of adaptable software architectures. Comput. Standards Interfaces (2003) 25(3):211–213Crossref, Google Scholar
- Business value of IT-enabled call centers: An empirical analysis. Proc. 22nd Internat. Conf. Inform. Systems (ICIS) (2001) New Orleans:55–64Google Scholar
- The process of knowledge transfer: A diachronic analysis of stickiness. Organ. Behav. Human Decision Processes (2000) 82(1):9–27Crossref, Google Scholar
- The evolution of IS job skills: A content analysis of IS job advertisements from 1970 to 1990. MIS Quart. (1995) 19(1):1–27Crossref, Google Scholar
- Managing the impact of employee turnover on performance: The role of process conformance. Organ. Sci. (2008) 19(1):56–68Link, Google Scholar
- Decision Support Systems and Expert Systems (1995) (Prentice-Hall, Upper Saddle River, NJ) Google Scholar
- Economics of product development by users: The impact of “sticky” local information. Management Sci. (1998) 44(5):629–645Link, Google Scholar
- Relationships between job skills and performance: A study of webmasters. J. Management Inform. Systems (2001–2002) 18(3):71–96Crossref, Google Scholar
- , Mullen B., Goethals G. R. Transactive memory: A contemporary analysis of the group mind. Theory of Group Behavior (1986) (New York)185–205Google Scholar
- Econometric Analysis of Cross Section and Panel Data (2002) (MIT Press, Cambridge, MA) Google Scholar
- The learning curve: Historical review and comprehensive survey. Decision Sci. (1979) 10(2):302–328Crossref, Google Scholar
- Knowledge and the speed of the transfer and imitation of organizational capabilities: An empirical test. Organ. Sci. (1995) 6(1):76–92Link, Google Scholar
- Delivering Quality Service: Balancing Customer Expectations and Perceptions (1990) (Free Press, New York) Google Scholar

