In the age of the smart machine: the future of work and power
In the age of the smart machine: the future of work and power
Knowledge-based systems support for information centers
Journal of Management Information Systems - Special Issue: Decision Support and Knowledge-based Systems
Groupware and social dynamics: eight challenges for developers
Communications of the ACM
Communications of the ACM
Generative design rationale: beyond the record and replay paradigm
Design rationale
Knowledge-based knowledge management in the reengineering domain
Decision Support Systems - From information retrieval to knowledge management: enabling technologies and best practices
Knowledge management systems: issues, challenges, and benefits
Communications of the AIS
Knowledge Assets: Securing Competetive Advantage in the Information Economy
Knowledge Assets: Securing Competetive Advantage in the Information Economy
Working Knowledge: How Organizations Manage What They Know
Working Knowledge: How Organizations Manage What They Know
Design and evaluation of a multi-agent collaborative Web mining system
Decision Support Systems - Web retrieval and mining
KnowledgeScope: managing knowledge in context
Decision Support Systems
The role of IT in successful knowledge management initiatives
Communications of the ACM - Why CS students need math
Knowledge and Productivity in Technical Support Work
Management Science
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Informational Influence in Organizations: An Integrated Approach to Knowledge Adoption
Information Systems Research
Knowledge Sourcing Effectiveness
Management Science
Knowledge management technology
IBM Systems Journal
Journal of Management Information Systems
General Perspectives on Knowledge Management: Fostering a Research Agenda
Journal of Management Information Systems
Organizational Knowledge Management: A Contingency Perspective
Journal of Management Information Systems
Toward a Theory of Knowledge Reuse: Types of Knowledge Reuse Situations and Factors in Reuse Success
Journal of Management Information Systems
Knowledge Management: An Organizational Capabilities Perspective
Journal of Management Information Systems
Knowledge Management Strategies: Toward a Taxonomy
Journal of Management Information Systems
Journal of Management Information Systems
Postimplementation Knowledge Transfers to Users and Information Technology Professionals
Journal of Management Information Systems
Price Mechanism for Knowledge Transfer: An Integrative Theory
Journal of Management Information Systems
Determinants of the Use of Relational and Nonrelational Information Sources
Journal of Management Information Systems
Journal of the American Society for Information Science and Technology
How Knowledge Validation Processes Affect Knowledge Contribution
Journal of Management Information Systems
Impact of Knowledge Support on the Performance of Software Process Tailoring
Journal of Management Information Systems
A service delivery platform for server management services
IBM Journal of Research and Development
Task and Social Information Seeking: Whom Do We Prefer and Whom Do We Approach?
Journal of Management Information Systems
KM capability for software development: a case study of the Indian software firms
International Journal of Business Information Systems
Task and Social Information Seeking: Whom Do We Prefer and Whom Do We Approach?
Journal of Management Information Systems
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Knowledge repositories are commonly used by technical support analysts in call center environments as a way of capturing and reusing solutions to common problems, and are generally expected to improve service quality, reduce costs, and enhance analyst learning. This study investigates why technical support analysts seek out and access knowledge from these repositories, as opposed to more traditional sources of such knowledge--colleagues and manuals. Focusing on the demand for--rather than supply of--knowledge in organizations, our research elaborates the role played by analysts' learning orientation, perceived work demands, and risk aversion in predicting their knowledge sourcing behavior. Our results include several counterintuitive findings that suggest there is not very much learning going on via technical support knowledge repositories. Analysts seem to be focused on finding recipes for solving customers' problems rather than building a better understanding of the products they support. Implications for research and practice highlight the need for more effective technologies to speed searches, the utility of a formal and visible mechanism for validating knowledge, and the inherent tension between efficiency and learning in these environments.