Examining the influence of modularity and knowledge management (KM) on dynamic capabilities: Insights from a call center.
M. N. RavishankarShan Ling PanPublished in: Int. J. Inf. Manag. (2013)
Keyphrases
- knowledge management
- call center
- competitive advantage
- e government
- service level
- web based learning
- asymptotically optimal
- information technology
- software engineering
- e learning
- information systems
- arrival rate
- computer science
- case study
- future directions
- service quality
- agent technology
- decision making
- social networks
- data mining