User-Led Innovation in Call Center Knowledge Work - A Social Shaping Perspective.
Beryl BurnsBen LightPublished in: Organizational Dynamics of Technology-Based Innovation (2007)
Keyphrases
- call center
- knowledge management
- knowledge creation
- knowledge sharing
- social networks
- user interface
- organizational learning
- knowledge base
- social media
- cooperative
- user satisfaction
- multiple perspectives
- intellectual capital
- databases
- social responsibility
- fluid model
- database
- user model
- user profiles
- information processing
- end users
- multi agent
- case study
- decision making
- real time