{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,4]],"date-time":"2026-03-04T01:58:37Z","timestamp":1772589517886,"version":"3.50.1"},"reference-count":95,"publisher":"Informa UK Limited","issue":"3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Journal of Management Information Systems"],"published-print":{"date-parts":[[2005,12]]},"DOI":"10.2753\/mis0742-1222220306","type":"journal-article","created":{"date-parts":[[2006,8,9]],"date-time":"2006-08-09T14:42:37Z","timestamp":1155134557000},"page":"159-190","source":"Crossref","is-referenced-by-count":111,"title":["The Role of Knowledge Repositories in Technical Support Environments: Speed Versus Learning in User Performance"],"prefix":"10.1080","volume":"22","author":[{"given":"PETER H.","family":"GRAY","sequence":"first","affiliation":[{"name":"a University of Pittsburgh"}]},{"given":"ALEXANDRA","family":"DURCIKOVA","sequence":"additional","affiliation":[{"name":"b University of Arizona"}]}],"member":"301","published-online":{"date-parts":[[2014,12,9]]},"reference":[{"key":"E00001","unstructured":"Alavi, M., and Leidner, D. Knowledge management systems: Issues, challenges and benefits. Communications of the AIS, 1, 7 (1999), 1-37."},{"key":"E00002","unstructured":"Alavi, M., and Leidner, D. Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly, 25, 1 (2001), 107-136."},{"key":"E00003","unstructured":"Argote, L.; McEvily, B.; and Reagans, R. Managing knowledge in organizations: An integrative framework and review of emerging themes. Management Science, 49, 4 (2003), 571-582."},{"key":"E00004","unstructured":"Baek, S., and Liebowitz, J. Designing a Web-based knowledge repository in a virtual team and exploring its usefulness. Paper presented at the Fifth Americas Conference on Information Systems, Milwaukee, August 13-15, 1999."},{"key":"E00005","unstructured":"Bailey, J.E., and Pearson, S.W. Development of a tool for measuring and analyzing user satisfaction. Management Science, 29, 5 (1983), 530-545."},{"key":"E00006","unstructured":"Barney, J.B.; Wright, M.; and Ketchen, D.J. The resource-based view of the firm: Ten years after 1991. Journal of Management, 27, 6 (2001), 625-642."},{"key":"E00007","doi-asserted-by":"crossref","unstructured":"Becerra-Fernandez, I., and Sabherwal, R. Organizational knowledge management: A contingency perspective. Journal of Management Information Systems, 18, 1 (Summer 2001), 23-56.","DOI":"10.1080\/07421222.2001.11045676"},{"key":"E00008","unstructured":"Boisot, M.H. Knowledge Assets: Securing Competitive Advantage in the Information Economy. New York: Oxford University Press, 1998."},{"key":"E00009","unstructured":"Bose, R., and Sugumaran, V. Application of knowledge management technology in customer relationship management. Knowledge and Process Management, 10, 1 (2003), 3-17."},{"key":"E00010","unstructured":"Brett, J.F., and VandeWalle, D. Goal orientation and goal content as predictors of performance in a training program. Journal of Applied Psychology, 84, 6 (1999), 863-873."},{"key":"E00011","unstructured":"Bromiley, P., and Curley, S. Individual differences in risk taking. In J.F. Yates (ed.), Risk Taking Behavior. Chichester, UK: John Wiley & Sons, 1992, pp. 87-132."},{"key":"E00012","unstructured":"Burns, R. The Adult Learner at Work. Sydney: Business and Professional Publishing, 1995."},{"key":"E00013","unstructured":"Cable, D.M., and Judge, T.A. Pay preferences and job search decisions: A person-orga-nization fit perspective. Personnel Psychology, 47, 2 (1994), 317-348."},{"key":"E00014","unstructured":"Caldwell, F.; Linden, A.; Miklovic, D.; Morello, D.; Knox, R.; Logan, D.; Grey, M.; Gilbert, M.; Harris, K.; Andrews, W.; Lundy, J.; Hayward, S.; Bell, M.; Latham, L.; and Shegda, K. Hype cycle for knowledge management. Gartner Group, Stamford, CT, 2003."},{"key":"E00015","unstructured":"Carlaw, M.; Carlaw, P.; Deming, V.K.; and Friedmann, K. Managing and Motivating Contact Center Employees: Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff. New York: McGraw-Hill, 2002."},{"key":"E00016","doi-asserted-by":"crossref","unstructured":"Carmines, E.G., and Zeller, R.A. Reliability and Validity Assessment. Beverly Hills, CA: Sage, 1979.","DOI":"10.4135\/9781412985642"},{"key":"E00017","unstructured":"Chau, M.; Zeng, D.; Chen, H.; Huang, M.; and Hendriawan, D. Design and evaluation of a multi-agent collaborative Web mining system. Decision Support Systems, 35, 1 (2003), 167-183."},{"key":"E00018","unstructured":"Chin, W.W. The partial least squares approach for structural equation modeling. In G.A. Marcoulides (ed.), Modern Methods for Business Research. Mahwah, NJ: Lawrence Erlbaum, 1998, pp. 295-336."},{"key":"E00019","unstructured":"Cleveland, B. Keeping your agents motivated. Call Center Magazine, 17, 2 (2004), 48- 50 (available at www.callcentermagazine.com\/showArticle.jhtml?articleID=17601984)."},{"key":"E00020","unstructured":"Daft, R.L., and Weick, K.E. Toward a model of organizations as interpretation systems. Academy of Management Review, 9, 2 (1984), 284-295."},{"key":"E00021","unstructured":"Das, A. Knowledge and productivity in technical support work. Management Science, 49, 4 (2003), 416-431."},{"key":"E00022","unstructured":"Davenport, T.H., and Klahr, P. Managing customer support knowledge. California Management Review, 40, 3 (1998), 195-208."},{"key":"E00023","unstructured":"Davenport, T.H., and Prusak, L. Working Knowledge: How Organizations Manage What They Know. Boston: Harvard Business School Press, 1998."},{"key":"E00024","unstructured":"Davenport, T.H.; De Long, D.W.; and Beers, M. Successful knowledge management projects. Sloan Management Review, 39, 2 (1998), 43-57."},{"key":"E00025","unstructured":"Davis, F.D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13, 3 (1989), 319-340."},{"key":"E00026","unstructured":"Day, G.S. Managing marketing relationships. Journal of the Academy of Marketing Science, 28, 1 (2000), 24-31."},{"key":"E00027","unstructured":"DeLone, W.H., and McLean, E.R. Information system success: The quest for the dependent variable. Information Systems Research, 3, 1 (1992), 60-95."},{"key":"E00028","unstructured":"Dillman, D.A. Mail and Telephone Surveys. New York: John Wiley & Sons, 1978."},{"key":"E00029","unstructured":"Dweck, C.S., and Elliott, E.S. Achievement motivation. In P. Mussen and E.M. Hetherington (eds.), Handbook of Child Psychology. New York: Wiley, 1983, pp. 643-691."},{"key":"E00030","unstructured":"Dweck, C.S., and Leggett, E.L. A social-cognitive approach to motivation and personality. Psychological Review, 95, 2 (1988), 256-273."},{"key":"E00031","doi-asserted-by":"crossref","unstructured":"Earl, M.J. Knowledge management strategies: Towards a taxonomy. Journal of Management Information Systems, 18, 1 (Summer 2001), 215-233.","DOI":"10.1080\/07421222.2001.11045670"},{"key":"E00032","doi-asserted-by":"crossref","unstructured":"Efron, B., and Tibshirani, R.J. An Introduction to the Bootstrap. Monographs on Statistics and Applied Probability 57. New York: Chapman and Hall, 1993.","DOI":"10.1007\/978-1-4899-4541-9"},{"key":"E00033","unstructured":"El Sawy, O.A., and Bowles, G. Redesigning the customer support process for the electronic economy: Insights from Storage Dimensions. MIS Quarterly, 21, 4 (1997), 457-483."},{"key":"E00034","unstructured":"Eschenfelder, K.; Heckman, R.; and Sawyer, S. The distribution of computing: The knowledge markets of distributed technical support specialists. Information Technology & People, 11, 2 (1998), 84-103."},{"key":"E00035","unstructured":"Fisher, S.L., and Ford, J.K. Differential effects of learning effort and goal orientation on two learning outcomes. Personnel Psychology, 51, 2 (1998), 392-420."},{"key":"E00036","unstructured":"Fluss, D. Why knowledge management is a \"dirty\" word. Customer Interface, 15, 2 (2002), 40-41."},{"key":"E00037","unstructured":"Fornell, C., and Larcker, D. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 1 (1981), 39-50."},{"key":"E00038","doi-asserted-by":"crossref","unstructured":"Pratt, J.W. Risk aversion in the small and in the large. Econometrica, 32, 1-2 (January- April 1964), 122-136.","DOI":"10.2307\/1913738"},{"key":"E00039","unstructured":"Rigby, D.K.; Reichheld, F.; and Schefter, P. Avoid the four perils of CRM. Harvard Business Review, 80, 2 (2002), 101-109."},{"key":"E00040","unstructured":"Ruggles, R. The state of the notion: Knowledge management in practice. California Management Review, 40, 3 (1998), 80-89."},{"key":"E00041","doi-asserted-by":"crossref","unstructured":"Spender, J.-C. Making knowledge the basis of a dynamic theory of the firm. Strategic Management Journal, 17, Special Issue (Winter 1996), 45-62.","DOI":"10.1002\/smj.4250171106"},{"key":"E00042","unstructured":"Stein, E.W., and Zwass, V. Actualizing organizational memory with information technology. Information Systems Research, 6, 2 (1995), 85-117."},{"key":"E00043","unstructured":"Sussman, S., and Siegal, W. Informational influence in organizations: An integrated approach to knowledge adoption. Information Systems Research, 14, 1 (2003), 47-65."},{"key":"E00044","unstructured":"Sweller, J. Cognitive load during problem solving: Effects on learning. Cognitive Science, 12, 2 (1988), 257-285."},{"key":"E00045","unstructured":"Tesluk, P.E., and Jacobs, R.R. Towards an integrated model of work experience. Personnel Psychology, 51, 2 (1998), 321-355."},{"key":"E00046","unstructured":"Werts, C.E.; Linn, R.L.; and J\u00f6reskog, K.G. Intraclass reliability estimates: Testing structural assumptions. Educational and Psychological Measurement, 34 (1974), 25-33."},{"key":"E00047","unstructured":"Zack, M.H. Managing codified knowledge. Sloan Management Review, 40, 4 (1999), 45-58."},{"key":"E00048","unstructured":"Zuboff, S. In The Age of the Smart Machine: The Future of Work and Power. New York: Basic Books, 1988."},{"key":"E00049","unstructured":"Gallivan, M.J.; Eynon, J.; and Rai, A. The challenge of knowledge management systems: Analyzing the dynamic processes underlying performance improvements initiatives. Information Technology and People, 16, 3 (2003), 326-352."},{"key":"E00050","unstructured":"Gans, N.; Koole, G.; and Mandelbaum, A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing and Service Operations Management, 5, 2 (2003), 79-141."},{"key":"E00051","doi-asserted-by":"crossref","unstructured":"Gold, A.H.; Malhotra, A.; and Segars, A.H. Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 18, 1 (Summer 2001), 185-214.","DOI":"10.1080\/07421222.2001.11045669"},{"key":"E00052","unstructured":"Goodman, P.S., and Darr, E.D. Computer-aided systems and communities: Mechanisms for organizational learning in distributed environments. MIS Quarterly, 22, 4 (1998), 417-440."},{"key":"E00053","unstructured":"Goodwin, N.C. Functionality and usability. Communications of the ACM, 30, 3 (1987), 229-233."},{"key":"E00054","unstructured":"Grant, H., and Dweck, C.S. Clarifying achievement goals and their impact. Journal of Personality and Social Psychology, 85, 3 (2003), 541-553."},{"key":"E00055","doi-asserted-by":"crossref","unstructured":"Grant, R.M. Towards a knowledge-based theory of the firm. Strategic Management Journal, 17 Special Issue (Winter 1996), 109-122.","DOI":"10.1002\/smj.4250171110"},{"key":"E00056","unstructured":"Grant, R.M. The knowledge-based view of the firm. In D.O. Faulkner and A. Campbell (eds.), The Oxford Handbook of Strategy, vol. 1. Oxford: Oxford University Press, 2003, pp. 197-221."},{"key":"E00057","unstructured":"Gray, P.H. Knowledge sourcing effectiveness. Ph.D. dissertation, Queen's University, Kingston, Canada, 2002."},{"key":"E00058","unstructured":"Gray, P.H., and Meister, D.B. Knowledge sourcing effectiveness. Management Science, 50, 6 (2004), 821-834."},{"key":"E00059","doi-asserted-by":"crossref","unstructured":"Grover, V., and Davenport, T.H. General perspectives on knowledge management: Fostering a research agenda. Journal of Management Information Systems, 18, 1 (Summer 2001), 5-21.","DOI":"10.1080\/07421222.2001.11045672"},{"key":"E00060","unstructured":"Gruber, T.R., and Russell, D.M. Generative design rationale: Beyond the record and replay paradigm. In T.P. Moran and J.M. Carroll (ed.), Design Rationale: Concepts, Techniques, and Uses. Mahwah, NJ: Lawrence Erlbaum, 1996, pp. 323-349."},{"key":"E00061","unstructured":"Grudin, J. Groupware and social dynamics: Eight challenges for developers. Communications of the ACM, 37, 1 (1994), 92-105."},{"key":"E00062","unstructured":"Hall, H. Input-friendliness: Motivating knowledge sharing across intranets. Journal of Information Science, 27, 3 (2001), 139-146."},{"key":"E00063","unstructured":"Hansen, M.T., and Haas, M.R. Competing for attention in knowledge markets: Electronic document dissemination in a management consulting company. Administrative Science Quarterly, 46, 1 (2001), 1-28."},{"key":"E00064","unstructured":"Houle, C.O. The Inquiring Mind. Madison: University of Wisconsin Press, 1961."},{"key":"E00065","unstructured":"Houlihan, M. Eyes wide shut: Querying the depth of call center learning. Journal of European Industrial Training, 24, 2 (2000), 228-240."},{"key":"E00066","unstructured":"Hulland, J. Use of partial least squares (PLS) in strategic management research: A review of four studies. Strategic Management Journal, 20, 2 (1999), 195-204."},{"key":"E00067","unstructured":"IDC Group. Worldwide knowledge management software 2004-2008 forecast: Access is the key to growth. Report No. 31278, Boston, 2004."},{"key":"E00068","unstructured":"Kankanhalli, A.; Tanudidjaja, F.; Sutanto, J.; and Tan, B.C.Y. The role of IT in successful knowledge management initiatives. Communications of the ACM, 46, 9 (2003), 69-73."},{"key":"E00069","unstructured":"Knowles, M.S. The Modern Practice of Adult Education. New York: Adult Education, 1980."},{"key":"E00070","unstructured":"Kogut, B., and Zander, U. Knowledge of the firm, combinative capabilities, and the replication of technology. Organization Science, 3, 3 (1992), 383-397."},{"key":"E00071","unstructured":"Koys, D.J., and DeCotiis, T.A. Inductive measures of psychological climate. Human Relations, 44, 3 (1991), 265-285."},{"key":"E00072","unstructured":"Kwan, M.M., and Balasubramanian, P. KnowledgeScope: Managing knowledge in context. Decision Support Systems, 35, 4 (2003), 467-486."},{"key":"E00073","unstructured":"Lazarus, R.S., and Folkman, S. Stress, Appraisal, and Coping. New York: Springer, 1984."},{"key":"E00074","doi-asserted-by":"crossref","unstructured":"Lee, H., and Choi, B. Knowledge management enablers, processes, and organizational performance: An integrative view and empirical examination. Journal of Management Information Systems, 20, 1 (Summer 2003), 179-228.","DOI":"10.1080\/07421222.2003.11045756"},{"key":"E00075","unstructured":"Levitt, B., and March, J.G. Organizational learning. Annual Review of Sociology, 14 (1988), 319-338."},{"key":"E00076","doi-asserted-by":"crossref","unstructured":"Lopes, L. Psychology and economics: Perspectives on risk, cooperation, and the marketplace. Annual Review of Psychology, 45 (1994), 197-227.","DOI":"10.1146\/annurev.ps.45.020194.001213"},{"key":"E00077","doi-asserted-by":"crossref","unstructured":"Mao, J.Y., and Benbasat, I. The use of explanations in knowledge-based systems: Cognitive perspectives and a process-tracing analysis. Journal of Management Information Systems, 17, 2 (Fall 2000), 153-179.","DOI":"10.1080\/07421222.2000.11045646"},{"key":"E00078","unstructured":"March, J.G. Exploration and exploitation in organizational learning. Organization Science, 2, 1 (1991), 71-87."},{"key":"E00079","doi-asserted-by":"crossref","unstructured":"Markus, M.L. Toward a theory of knowledge reuse: Types of knowledge reuse situations and factors in reuse success. Journal of Management Information Systems, 18, 1 (Summer 2001), 57-94.","DOI":"10.1080\/07421222.2001.11045671"},{"key":"E00080","unstructured":"Marwick, A.D. Knowledge management technology. IBM Systems Journal, 40, 4 (2001), 814-830."},{"key":"E00081","unstructured":"Moore, G.C., and Benbasat, I. Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2, 3 (1991), 192-222."},{"key":"E00082","unstructured":"Moorman, C., and Miner, A.S. Organizational improvisation and organizational memory. Academy of Management Review, 23, 4 (1998), 698-723."},{"key":"E00083","doi-asserted-by":"crossref","unstructured":"Nissen, M.E. Knowledge-based knowledge management in the re-engineering domain. Decision Support Systems, 27, 1-2 (1999), 47-65.","DOI":"10.1016\/S0167-9236(99)00036-6"},{"key":"E00084","unstructured":"Noonan, R., and Wold, H. Partial least squares path analysis. In J.P. Keeves (ed.), Educational Research, Methodology and Measurement. Oxford: Pergamon, 1988, pp. 710-716."},{"key":"E00085","doi-asserted-by":"crossref","unstructured":"Nunamaker, J.F.; Konsynski, B.R.; Chen, M.; Vinze, A.S.; Chen, Y.I.R.; and Heltne, M.M. Knowledge-based systems support for information centers. Journal of Management Information Systems, 5, 1 (Summer 1988), 6-24.","DOI":"10.1080\/07421222.1988.11517813"},{"key":"E00086","unstructured":"Nunnally, J.C. Psychometric Theory, 2d ed. New York: McGraw-Hill, 1978."},{"key":"E00087","unstructured":"O'Herron, J. Building the bases of knowledge. Call Center Magazine 16, 1 (2003), 34-39."},{"key":"E00088","unstructured":"Olivera, F. Memory systems in organizations: An empirical investigation of mechanisms for knowledge collection, storage and access. Journal of Management Studies, 37, 6 (2000), 811-832."},{"key":"E00089","unstructured":"Orr, J.E. Talking About Machines: An Ethnography of a Modern Job. New York: Cornell University Press, 1996."},{"key":"E00090","unstructured":"Orr, J.E. Sharing knowledge, celebrating identity: Community memory in a service culture. In D.S. Middleton and D. Edwards (ed.), Collective Remembering. Newbury Park, CA: Sage, 1990, pp. 169-189."},{"key":"E00091","unstructured":"Ozer, M. Information technology and new product development. Industrial Marketing Management, 29, 5 (2000), 387-396."},{"key":"E00092","unstructured":"Pentland, B.T. Organizing moves in software-support hot lines. Administrative Science Quarterly, 37, 4 (1992), 527-548."},{"key":"E00093","unstructured":"Pentland, B.T. Read me what it says on your screen: The interpretive problem of technical service work. Technology Studies, 2, 1 (1995), 50-79."},{"key":"E00094","unstructured":"Pitt, L.F.; Watson, R.T.; and Kavan, C.B. Service quality--A measure of information-systems effectiveness. MIS Quarterly, 19, 2 (1995), 173-187."},{"key":"E00095","unstructured":"Podsakoff, P.M., and Dalton, D.R. Research methodology in organizational studies. Journal of Management, 13, 2 (1987), 419-441."}],"container-title":["Journal of Management Information Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.tandfonline.com\/doi\/pdf\/10.2753\/MIS0742-1222220306","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,4,20]],"date-time":"2019-04-20T12:19:13Z","timestamp":1555762753000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.tandfonline.com\/doi\/full\/10.2753\/MIS0742-1222220306"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2005,12]]},"references-count":95,"journal-issue":{"issue":"3","published-online":{"date-parts":[[2014,12,9]]},"published-print":{"date-parts":[[2005,12]]}},"alternative-id":["10.2753\/MIS0742-1222220306"],"URL":"https:\/\/doi.org\/10.2753\/mis0742-1222220306","relation":{},"ISSN":["0742-1222","1557-928X"],"issn-type":[{"value":"0742-1222","type":"print"},{"value":"1557-928X","type":"electronic"}],"subject":[],"published":{"date-parts":[[2005,12]]}}}