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首页> 外文会议>Americas conference on information systems;AMCIS 2008 >They Call For Help, But Don't Always Listen: The Development of the User-Help Desk Knowledge Application Model
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They Call For Help, But Don't Always Listen: The Development of the User-Help Desk Knowledge Application Model

机译：他们要求帮助，但并不总是倾听：用户服务台知识应用程序模型的发展

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摘要

The IS help desk function plays a central role in boundary spanning knowledge exchanges within organizations. Help desk employees provide technical support to users in an effort to transfer knowledge and enable users to autonomously apply this knowledge in the future. However, despite their importance, little is known about the factors that affect knowledge application within this context. Adopting interpersonal influence theory, this paper develops a model that examines how dimensions of source credibility - expertise, trustworthiness, and attractiveness impact users' knowledge application in a help desk environment. The model is tested using a sample of working adults at a large Midwestern hospital who had significant experience requesting help from an IS help desk. Results indicate that all three dimensions of source credibility predict users' ability to apply the knowledge transferred from a help desk employee. The implications of these results are discussed.
机译：IS服务台功能在组织内部跨界知识交流中发挥着核心作用。服务台员工为用户提供技术支持，以努力转移知识，并使用户将来可以自主地应用这些知识。然而，尽管它们很重要，但对于在此背景下影响知识应用的因素知之甚少。本文采用人际影响理论，开发了一个模型，用于检验来源可信度的维度-专业知识，可信赖性和吸引力如何影响服务台环境中用户的知识应用。该模型使用中西部一家大型医院的在职成年人样本进行了测试，这些成年人具有丰富的经验，可以向IS服务台寻求帮助。结果表明，来源可信度的所有三个方面都可以预测用户应用从帮助台员工转移来的知识的能力。讨论了这些结果的含义。

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