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首页> 外文期刊>Journal of management information systems >The Role of Knowledge Repositories in Technical Support Environments: Speed Versus Learning in User Performance
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The Role of Knowledge Repositories in Technical Support Environments: Speed Versus Learning in User Performance

机译：知识库在技术支持环境中的作用：速度与学习对用户绩效的关系

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摘要

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.
机译：技术支持分析师通常在呼叫中心环境中使用知识库来捕获和重用常见问题的解决方案，并且通常期望知识库可以提高服务质量，降低成本并增强分析师的学习能力。这项研究调查了为何技术支持分析师会从这些资源库中寻找并访问知识，而不是与此类知识的更传统来源（同事和手册）相对。我们的研究着重于对组织知识的需求（而不是知识的供给），详细说明了分析师的学习倾向，感知的工作需求以及规避风险的能力在预测他们的知识采购行为中所扮演的角色。我们的结果包括一些违反直觉的发现，表明通过技术支持知识库没有太多的学习经验。分析人员似乎专注于寻找解决客户问题的方法，而不是对他们所支持的产品有更好的了解。对研究和实践的影响突出表明，需要更有效的技术来加快搜索速度，使用正式且可见的机制来验证知识以及在这些环境中效率与学习之间固有的张力。

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