Building expert systems
Decision support and expert systems (4th ed.): management support systems
Decision support and expert systems (4th ed.): management support systems
MIS Quarterly - Special issue on IS curricula and pedagogy
Organizational Learning: Creating, Retaining, and Transferring Knowledge
Organizational Learning: Creating, Retaining, and Transferring Knowledge
Clockspeed and Informational Response: Evidence From the Information Technology Industry
Information Systems Research
Globalization and Increasing Returns: Implications for the U.S. Computer Industry
Information Systems Research
The Efficiency-Quality Trade-Off of Cross-Trained Workers
Manufacturing & Service Operations Management
Managing Learning and Turnover in Employee Staffing
Operations Research
Editorial: towards standardization of adaptable software architectures
Computer Standards & Interfaces - Special issue: Adaptable software architectures
Behind the Learning Curve: Linking Learning Activities to Waste Reduction
Management Science
Distribution of Knowledge, Group Network Structure, and Group Performance
Management Science
Knowledge and Productivity in Technical Support Work
Management Science
Transactive Memory Systems, Learning, and Learning Transfer
Organization Science
Relationships Between Job Skills and Performance: A Study of Webmasters
Journal of Management Information Systems
Service-Level Differentiation in Call Centers with Fully Flexible Servers
Management Science
Staffing of Time-Varying Queues to Achieve Time-Stable Performance
Management Science
On a Data-Driven Method for Staffing Large Call Centers
Operations Research
An empirical analysis of user evaluation factors on attitude and intention of using a search engine
International Journal of Business Information Systems
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We analyze learning and knowledge transfer in a computing call center. The information technology (IT) technical services provided by call centers are characterized by constant changes in relevant knowledge and a wide variety of support requests. Under this IT problem-solving context, we analyze the learning curve relationship between problem-solving experience and performance enhancement. Based on data collected from a university computing call center consisting of different types of consultants, our empirical findings indicate that (a) the learning effect---as measured by the reduction of average resolution time---occurs with experience, (b) knowledge transfer within a group occurs among lower-level consultants utilizing application-level knowledge (as opposed to technical-level knowledge), and (c) knowledge transfers across IT problem types. These estimates of learning and knowledge transfer contribute to the development of an empirically grounded understanding of IT knowledge workers' learning behavior. The results also have implications for operational decisions about the staffing and problem-solving strategy of call centers.