Capability development in knowledge intensive IT enabled services

Document Type

Article

Publication Title

European Journal of Work and Organizational Psychology

Abstract

Most of the call centre literature discusses cases where the customer support task is routine and low in complexity. Call centres are considered to be modern equivalents of factory sweatshops in this literature. Technical support, however, is an example of a knowledge intensive support service. The article presents a case study of a call centre providing remote technical support and illustrates the nature of capabilities required for consistent service performance. The practices adopted at this technical support call centre do not confirm to the sweatshop stereotype mentioned in the literature.

Publication Date

1-4-2003

Publisher

European Association of Work and Organizational Psychology

Volume

Vol.12

Issue

Iss.4

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