Browsing by Author "Chen, Jihong"
Now showing items 1-5 of 5
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Building script-based tacit knowledge in call centre trainees
(Palgrave Publishers, 2010)An exploratory case study on a technical support call centre in China is presented, which investigates a new paradigm that script-based tacit knowledge for action is built in the brains of learners, rather than transferred. ... -
Exploring Knowledge Transfer and Knowledge Building at Offshore Technical Support Centers
(University of Waikato, 2010)This is an exploratory investigation into knowledge transfer and knowledge building processes observed at offshore Technical Support Centers (TSCs) in China. Utilizing a multiple case study approach, the study examines how ... -
The impact of national cultures on structured knowledge transfer
(Emerald Group Publishing Limited, 2010)Purpose – The purpose of this paper is to explore the impact of national culture on the structured knowledge transfer from a US-based (onshore) technical support center to an offshore support center in China. Design/me ... -
Knowledge transfer and knowledge building at offshored technical support centers
(Elsevier, 2013)This study investigates knowledge transfer and knowledge building at three technical support centers (TSCs) which have been offshored to China. Utilizing an interpretive case study approach, the study examined how ... -
Knowledge transfer processes for different experience levels of knowledge recipients at an offshore technical support center
(Emerald Group Publishing, 2010)This paper aims to focus on the relationships between the levels of knowledge and the type of knowledge transfer approaches, and the relationships between the types of knowledge and the knowledge transfer approaches which ...
