Cross-Site and Cross-Generation Knowledge Transfer in High-Tech After-Sales Service

Published Online:https://doi.org/10.1287/serv.2021.0052

References

  • Abadie A, Athey S, Imbens GW, Wooldridge JM (2023) When should you adjust standard errors for clustering? Quart. J. Econom. 138(1):1–35.Google Scholar
  • Albers A, Bursac N, Wintergerst E (2015) Product generation development—importance and challenges from a design research perspective. Mastorakis NE, Solomon To CW, eds. New Developments in Mechanics and Mechanical Engineering (International Conference on Theoretical Mechanics and Applied Mechanics), 16–21.Google Scholar
  • Argote L (2013) Organizational Learning: Creating, Retaining, and Transferring Knowledge, 2nd ed. (Springer, New York).CrossrefGoogle Scholar
  • Argote L, Epple D (1990) Learning curves in manufacturing. Science 247(4945):920–924.CrossrefGoogle Scholar
  • Argote L, Ingram P (2000) Knowledge transfer: A basis for competitive advantage in firms. Organ. Behav. Human Decision Processes 82(1):150–169.CrossrefGoogle Scholar
  • Argote L, Miron-Spektor E (2011) Organizational learning: From experience to knowledge. Organ. Sci. 22(5):1123–1137.LinkGoogle Scholar
  • Argote L, Beckman SL, Epple D (1990) The persistence and transfer of learning in industrial settings. Management Sci. 36(2):140–154.LinkGoogle Scholar
  • Baum JA, Dahlin KB (2007) Aspiration performance and railroads’ patterns of learning from train wrecks and crashes. Organ. Sci. 18(3):368–385.LinkGoogle Scholar
  • Baum JAC, Ingram P (1998) Survival-enhancing learning in the Manhattan hotel industry, 1898–1980. Management Sci. 44(7):996–1016.LinkGoogle Scholar
  • Benkard CL (2000) Learning and forgetting: The dynamics of aircraft production. Amer. Econom. Rev. 90(4):1034–1054.CrossrefGoogle Scholar
  • Berends H, Antonacopoulou E (2014) Time and organizational learning: A review and agenda for future research. Internat. J. Management Rev. 16:437–453.CrossrefGoogle Scholar
  • Bohn RE (1994) Measuring and managing technological knowledge. Sloan Management Rev. 36(1):61–73.Google Scholar
  • Bohn RE, Lapré MA (2011) Accelerated learning by experimentation. Yaber MY, ed. Learning Curves: Theory, Models, and Applications (CRC Press, Boca Raton, FL), 191–209.CrossrefGoogle Scholar
  • Clark JR, Huckman RS, Staats BR (2013) Learning from customers: Individual and organizational effects in outsourced radiological services. Organ. Sci. 24(5):1539–1557.LinkGoogle Scholar
  • Clark JR, Kuppuswamy V, Staats BR (2018) Goal relatedness and learning: Evidence from hospitals. Organ. Sci. 29(1):100–117.LinkGoogle Scholar
  • Cohen MA, Argrawal N, Argrawal V (2006) Winning in the aftermarket. Harvard Bus. Rev. 84(5):129–138.Google Scholar
  • Cornelius PB, Gokpinar B, Sting FJ (2021) Sparking manufacturing innovation: How temporary interplant assignments increase employee idea values. Management Sci. 67(4):2231–2250.LinkGoogle Scholar
  • Darr ED, Kurtzberg TR (2000) An investigation of partner similarity dimensions on knowledge transfer. Organ. Behav. Human Decision Processes 82(1):28–44.CrossrefGoogle Scholar
  • Darr ED, Argote L, Epple D (1995) The acquisition, transfer, and depreciation of knowledge in service organizations: Productivity in franchises. Management Sci. 41(11):1750–1762.Google Scholar
  • Dutton J, Thomas A (1984) Treating progress functions as a managerial opportunity. Acad. Management Rev. 9(2):235–247.CrossrefGoogle Scholar
  • Egelman CD, Epple D, Argote L, Fuchs ERH (2017) Learning by doing in multiproduct manufacturing: Variety, customizations, and overlapping product generations. Management Sci. 63(2):405–423.Google Scholar
  • Epple D, Argote L, Devadas R (1991) Organizational learning curves: A method for investigating intra-plant transfer of knowledge acquired through learning by doing. Organ. Sci. 2(1):58–70.LinkGoogle Scholar
  • Epple D, Argote L, Murphy K (1996) An empirical investigation of the microstructure of knowledge acquisition and transfer through learning by doing. Oper. Res. 44(1):77–86.LinkGoogle Scholar
  • Furlan A, Galeazzo A, Paggiaro A (2019) Organizational and perceived learning in the workplace: A multilevel perspective on employees’ problem solving. Organ. Sci. 30(2):280–297.LinkGoogle Scholar
  • Furr NR, Snow DC (2015) Intergenerational hybrids: Spillbacks, spillforwards, and adapting to technology discontinuities. Organ. Sci. 26(2):475–493.LinkGoogle Scholar
  • Gopal A, Goyal M, Netessine S, Reindorp M (2013) The impact of new product introduction on plant productivity in the North American automotive industry. Management Sci. 59(10):2217–2236.LinkGoogle Scholar
  • Greene W (2000) Econometric Analysis (Macmillan, New York).Google Scholar
  • Hatch NW, Dyer JH (2004) Human capital and learning as a source of sustainable competitive advantage. Strategic Management J. 25(12):1155–1178.CrossrefGoogle Scholar
  • Hatch NW, Mowery DC (1998) Process innovation and learning by doing in semiconductor manufacturing. Management Sci. 44(11):1461–1477.LinkGoogle Scholar
  • Hayward MLA (2002) When do firms learn from their acquisition experience? Evidence from 1990–1995. Strategic Management J. 23(1):21–39.CrossrefGoogle Scholar
  • Huber S, Spinler S (2014) Pricing of full-service repair contracts with learning, optimized maintenance, and information asymmetry. Decision Sci. 45(4):791–815.CrossrefGoogle Scholar
  • Hwang EH, Krackhardt D (2020) Online knowledge communities: Breaking or sustaining knowledge silos? Production Oper. Management 29(1):138–155.CrossrefGoogle Scholar
  • Hwang BH, Liberti JM, Sturgess J (2019) Information sharing and spillovers: Evidence from financial analysts. Management Sci. 65(8):3624–3636.LinkGoogle Scholar
  • Hwang EH, Singh PV, Argote L (2015) Knowledge sharing in online communities: Learning to cross geographic and hierarchical boundaries. Organ. Sci. 26(6):1593–1611.LinkGoogle Scholar
  • Ingram P, Simons T (2002) The transfer of experience in groups of organizations: Implications for performance and competition. Management Sci. 48(12):1517–1533.LinkGoogle Scholar
  • Kane AA (2010) Unlocking knowledge transfer potential: Knowledge demonstrability and superordinate social identity. Organ. Sci. 21(3):643–660.LinkGoogle Scholar
  • Kang K, Hahn J, De P (2017) Learning effects of domain, technology, and customer knowledge in information systems development: An empirical study. Inform. Systems Res. 28(4):797–811.LinkGoogle Scholar
  • KC D, Staats BR (2012) Accumulating a portfolio of experience: The effect of focal and related experience on surgeon performance. Manufacturing Service Oper. Management 14(4):618–633.LinkGoogle Scholar
  • KC D, Staats B, Gino F (2013) Learning from my success and from others’ failure: Evidence from minimally invasive cardiac surgery. Management Sci. 59(11):2435–2449.LinkGoogle Scholar
  • Kennedy P (1992) A Guide to Econometrics (MIT Press, Cambridge, MA).Google Scholar
  • Kim SH, Cohen MA, Netessine S (2007) Performance contracting in after-sales service supply chains. Management Sci. 53(12):1843–1858.LinkGoogle Scholar
  • Kim Y, Krishnan R, Argote L (2012) The learning curve of IT knowledge workers in a computing call center. Inform. Systems Res. 23(3 PART 2):887–902.LinkGoogle Scholar
  • Knoben J, Oerlemans LAG (2006) Proximity and inter-organizational collaboration: A literature review. Internat. J. Management Rev. 8(2):71–89.CrossrefGoogle Scholar
  • Kogut B, Zander U (1992) Knowledge of the firm, combinative capabilities, and the replication of technology. Organ. Sci. 3(3):383–397.LinkGoogle Scholar
  • Lapré MA, Nembhard IM (2010) Inside the organizational learning curve: Understanding the organizational learning process. Foundations Trends Tech. Inform. Oper. Management 4(1):1–103.CrossrefGoogle Scholar
  • Lapré MA, Tsikriktsis N (2006) Organizational learning curves for customer dissatisfaction: Heterogeneity across airlines. Management Sci. 52(3):352–366.LinkGoogle Scholar
  • Lapré MA, Van Wassenhove LN (2001) Creating and transferring knowledge for productivity improvement in factories. Management Sci. 47(10):1311–1325.LinkGoogle Scholar
  • Letmathe P, Rößler M (2019) Tacit knowledge transfer and spillover learning in ramp-ups. Internat. J. Oper. Production Management 39(9–10):1099–1121.CrossrefGoogle Scholar
  • Levine SS, Prietula MJ (2012) How knowledge transfer impacts performance: A multilevel model of benefits and liabilities. Organ. Sci. 23(6):1748–1766.LinkGoogle Scholar
  • Levitt B, March JG (1988) Organizational learning. Annu. Rev. Sociol. 14(1):319–338.CrossrefGoogle Scholar
  • Levitt SD, List JA, Syverson C (2013) Toward an understanding of learning by doing: Evidence from an automobile assembly plant. J. Political Econom. 121(4):643–681.CrossrefGoogle Scholar
  • Martin X, Salomon R (2003) Tacitness, learning, and international expansion: A study of foreign direct investment in a knowledge-intensive industry. Organ. Sci. 14(3):297–311.LinkGoogle Scholar
  • Martinez V, Neely A, Velu C, Leinster-Evans S, Bisessar D (2017) Exploring the journey to services. Internat. J. Production Econom. 192:66–80.CrossrefGoogle Scholar
  • Menon N, Mishra A, Ye S (2020) Beyond related experience: Upstream vs. downstream experience in innovation contest platforms with interdependent problem domains. Manufacturing Service Oper. Management 22(5):1045–1106.LinkGoogle Scholar
  • Moore GE (1965) Cramming more components onto integrated circuits. Electronics (Basel) 86(1):114–117.Google Scholar
  • Nonaka I, von Krogh G (2009) Perspective-tacit knowledge and knowledge conversion: Controversy and advancement in organizational knowledge creation theory. Organ. Sci. 20(3):635–652.LinkGoogle Scholar
  • Reagans R, Argote L, Brooks D (2005) Individual experience and experience working together: Predicting learning rates from knowing who knows what and knowing how to work together. Management Sci. 51(6):869–881.LinkGoogle Scholar
  • Roth AV, Marucheck AS, Kemp A, Trimble D (1994) The knowledge factory for accelerated learning practices. Planning Rev. 22(3):26–46.CrossrefGoogle Scholar
  • Roth A, Singhal J, Singhal K, Tang CS (2016) Knowledge creation and dissemination in operations and supply chain management. Production Oper. Management 25(9):1473–1488.CrossrefGoogle Scholar
  • SEMI International Standards (2004) SEMI E10-0304E: Specification for definition and measurement of equipment reliability, availability, and maintainability (RAM). Accessed May 18, 2017, http://ams.semi.org/ebusiness/standards/SEMIStandardDetail.aspx?ProductID=211&DownloadID=209.Google Scholar
  • Sorenson O, Rivkin JW, Fleming L (2006) Complexity, networks and knowledge flow. Res. Policy 35(7):994–1017.CrossrefGoogle Scholar
  • Stadler C, Helfat CE, Verona G (2022) Transferring knowledge by transferring individuals: Innovative technology use and organizational performance in multiunit firms. Organ. Sci. 33(1):253–274.LinkGoogle Scholar
  • Szulanski G (1996) Exploring internal stickiness: Impediments to the transfer of best practice within the firm. Strategic Management J. 17(S2):27–43.CrossrefGoogle Scholar
  • Szulanski G (2002) Sticky Knowledge: Barriers to Knowing in the Firm (Sage, London).CrossrefGoogle Scholar
  • Szulanski G, Lee S (2020) Knowledge transfer barriers, methods, and timing of methods. Argote L, Levine JM, eds. The Oxford Handbook of Group and Organizational Learning (Oxford University Press, New York), 365–386.Google Scholar
  • Tarakci H (2016) Two types of learning effects on maintenance activities. Internat. J. Production Res. 54(6):1721–1734.Google Scholar
  • Tarakci H, Tang K, Teyarachakul S (2013) Learning and forgetting effects on maintenance outsourcing. IIE Trans. 45(4):449–463.CrossrefGoogle Scholar
  • Terwiesch C, Bohn RE (2001) Learning and process improvement during production ramp-up. Internat. J. Production Econom. 70(1):1–19.CrossrefGoogle Scholar
  • Thomke S, Fujimoto T (2000) The effect of “front-loading” proble-solving on product development performance. J. Production Innovation Management 17(2):128–142.CrossrefGoogle Scholar
  • Valentine MA, Tan TF, Staats BR, Edmondson AC (2019) Fluid teams and knowledge retrieval: Scaling service operations. Manufacturing Service Oper. Management 21(2):346–360.LinkGoogle Scholar
  • Van der Heijden GA, Schepers JJ, Nijssen EJ, Ordanini A (2013) Don’t just fix it, make it better! Using frontline service employees to improve recovery performance. J. Acad. Marketing Sci. 41(5):515–530.CrossrefGoogle Scholar
  • Weber C (2004) Yield learning and the sources of profitability in semiconductor manufacturing and process development. IEEE Trans. Semiconductor Manufacturing 17(4):590–596.Google Scholar
  • Wright T (1936) Factors affecting the cost of airplanes. J. Aeronautics Sci. 3(4):122–128.CrossrefGoogle Scholar
  • Zander U, Kogut B (1995) Knowledge and the speed of the transfer and imitation of organizational capabilities: An empirical test. Organ. Sci. 6(1):76–92.LinkGoogle Scholar
  • Zhang JJ, Joglekar N (2016) Can service coproduction factors enhance learning-by-doing simultaneously? Evidence from the U.S. hotel industry. Service Sci. 8(2):218–233.LinkGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.