NDLI: The Limits of Anytime, Anywhere Customer Support

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The Limits of Anytime, Anywhere Customer Support

Content Provider	Semantic Scholar
Author	Irons, Larry R.
Copyright Year	2009
Abstract	This chapter reviews research in distributed work, relating it to the way organizations manage collaboration between home-based customer support agents. The analysis focuses on the importance of shared identity to development of trust and social capital. The distributed work literature recognizes trust enables knowledge sharing through social exchange and gift giving activity. The discussion outlines two social norms—the norm of beneficence that encourages gift giving and the norm of reciprocity that encourages social exchange. These two norms provide a framework for understanding how knowledge sharing starts and continues in organizational relationships. The chapter next discusses the organizational strategies companies use to implement home-based customer support. The discussion concludes that the available research findings of applied studies of distributed work suggest that the most effective organizational strategy for home-based customer support enables knowledge sharing by blending face-to-face meetings, with other employees and management, and distributed work online.
Starting Page	500
Ending Page	515
Page Count	16
File Format	PDF HTM / HTML
DOI	10.4018/978-1-60566-106-3.ch033
Alternate Webpage(s)	https://www.igi-global.com/viewtitlesample.aspx?id=20194&ptid=463&t=the+limits+of+anytime,+anywhere+customer+support
Alternate Webpage(s)	https://doi.org/10.4018/978-1-60566-106-3.ch033
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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