A phenomenological study of the impact of knowledge intensity and environmental velocity on in source or hosted contact centres.

PARIKH, Vishal and WALTON, John (2011). A phenomenological study of the impact of knowledge intensity and environmental velocity on in source or hosted contact centres. In: Proceedings of the IADIS international conference on information systems 2012. International Association for Development of the Information Society, 393-398.

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Abstract

Contact centres exist in order to focus the final step of the intra organisational value chain which then delivers optimalcustomer satisfaction. In this paper we analyse a centre with a view to investigating the impact of outsourcing or the inhouselocus of provision. Such centres exhibit agency/principal characteristics, bringing knowledge management into sharp focus, aspects of information intensity which impact on the organisational dynamics, and the learning of the employees. A phenomenological approach to determine the essence of the activities was deployed rather than a methodological initiative based post positivistic strategic analysis. The characteristics of contact centres investigated coalesce into two distinct categories; a framework to depict this is presented.

Item Type: Book Section
Depositing User: John Walton
Date Deposited: 04 Apr 2012 15:05
Last Modified: 21 Aug 2015 02:30
URI: http://shura.shu.ac.uk/id/eprint/4942

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