Start Date
11-8-2016
Description
Can field technicians develop their skill and expertise through internalization (by accessing the documents stored in the knowledge repository) and through socialization (by interacting electronically with the technician support engineers)? Our analysis indicates that field technicians acquire general and specific knowledge through internalization and tacit knowledge through socialization. Internalization and socialization helps field technicians in a way that influences their calling behavior. As field technicians acquire knowledge and expertise through internalization and socialization, they are able to solve more of the problems in the field and need to call the technical support center less frequently. Also, field technicians that acquire knowledge and expertise through internalization and socialization are more likely to be promoted, suggesting that internalization and socialization leads to the development of human capital that is rewarded by the organization. This study provides evidence that IT in general, and knowledge repositories in particular, help knowledge workers develop human capital.
Recommended Citation
Wagle, Mihir; Ray, Gautam; Subramani, Mani; and Gupta, Alok, "IT, Knowledge Transfer and Organization of Work" (2016). AMCIS 2016 Proceedings. 20.
https://aisel.aisnet.org/amcis2016/ITProj/Presentations/20
IT, Knowledge Transfer and Organization of Work
Can field technicians develop their skill and expertise through internalization (by accessing the documents stored in the knowledge repository) and through socialization (by interacting electronically with the technician support engineers)? Our analysis indicates that field technicians acquire general and specific knowledge through internalization and tacit knowledge through socialization. Internalization and socialization helps field technicians in a way that influences their calling behavior. As field technicians acquire knowledge and expertise through internalization and socialization, they are able to solve more of the problems in the field and need to call the technical support center less frequently. Also, field technicians that acquire knowledge and expertise through internalization and socialization are more likely to be promoted, suggesting that internalization and socialization leads to the development of human capital that is rewarded by the organization. This study provides evidence that IT in general, and knowledge repositories in particular, help knowledge workers develop human capital.