摘要
借助社会资本理论,对快递、通信、银行、证券行业的四家企业进行跨案例研究,构建了呼叫中心与合作部门间知识转移综合模型。本文得到的主要命题有:第一,呼叫中心的高结构强度和结构密度,有助于提高呼叫中心服务传递过程中员工的知识转移机会、动力和能力;第二,呼叫中心关系维度的高信任关系和规范性,有助于为呼叫中心员工进行知识转移创造机会,也提高了员工在服务传递过程中进行知识转移的动机和能力;第三,呼叫中心的认知维度中,价值观和目标导向一致性越高,则越有助于呼叫中心服务传递过程中员工的知识转移机会、动机和能力的提高。本研究结果还表明,呼叫中心对不同类型知识的关注程度存在差异,金融业与非金融业的知识转移的方式和频率也存在不同。
In the social capital theory view, we employed a multiple - case study method, which involved four enterprises in the fields of express, telecommunication, banking, and security sectors, to establish the goal model. The conclusions include： First, the higher structural degree of call centers, the higher knowledge transfer opportunity, power and ability of call center employees. Second, the higher relational degree of call centers, the higher knowledge transfer opportunity, power and ability of call center employees. Third, the higher cognitive degree of call centers, the higher knowledge transfer opportunity, power and ability of call center employees. Fur- thermore, call centers give their priority to different categories of the knowledge to be transferred. And financial enterprises and non - financial enterprises have different ways and frequencies of transferring knowledge.
出处
《科学学研究》
CSSCI
北大核心
2013年第8期1231-1241,共11页
Studies in Science of Science
基金
国家自然科学基金面上项目(70972136)
浙江省重点创新团队"生产性服务业与区域经济发展"(浙委办[2009]126号)
关键词
呼叫中心
知识转移
前后台
社会资本
多案例研究
call center
knowledge transfer
front-back office
social capital
multi-case study
