Emerald | Information Technology & People

The contribution of information technology to call center productivity: An organizational design analysis

Frantz Rowe, Rolande Marciniak, Cécile Clergeau — 2011-11-15 00:00:00.0

Abstract

Purpose – This paper seeks to offer a strategic and socio technical analysis of the productivity of telephone call centers from the perspective of Galbraith's organizational design theory. Design/methodology/approach – The paper is based on a quantitative survey of 155 call center managers in France, which benefited from extensive preparation through ten case studies. Findings – When focusing the analysis on call centers handling only inbound calls, five main factors: the profile of the telephone operators, division of labor, goals, reward system and the technology – including automated call distribution, computer telephony integration and e-mail – are found to be important productivity enhancers Research limitations/implications – Perceptual measures when used are based on single items. Practical implications – The findings confirm the paramount impact of human resources' profile on the efficiency of call centers. As expected, automated call distribution is above all a productivity tool and should be recommended to all call centers Social implications – Division of labor is important but, beyond a personal relationship with each customer, work in call centers has a collective component, which is best reflected by the efficiency of collective rewards. Originality/value – The paper provides an evaluation method of call center productivity based on a first literature review on call centers from an IS perspective. It adapts Galbraith's organizational design theory and shows that for inbound call centers, which can be considered as a group of domains or set of tasks in Galbraith's organizational design theory, people, structure, goals assigned, rewards and IT all have an impact on productivity measured with the rate of efficiency.

Writing to the unknown: bloggers and the presence of backpackers

Niki Panteli, Lin Yan, Petros Chamakiotis — 2011-11-15 00:00:00.0

Abstract

Purpose – In this paper, the aim is to study virtual presence in travel blogs. The paper seeks to argue that though some conceptualization of virtual presence has been made in the literature, this only took account of one's presence among a community of “known” others. Increasingly, however, in blogging and other online communities, users do not necessarily know the “others” but they nevertheless interact with them and develop friendships and lasting relationships. This stresses the multidimensional character of the study; one which sees presence as the core topic by considering different perspectives to it. Design/methodology/approach – An exploratory case study is conducted with a backpackers' blogging site, its members and audience; a setting that was considered suitable for finding answers to the research questions. The data are analysed qualitatively following a thematic analysis approach. Findings – It was found that the invisible and unknown audience has an important role to play in backpackers' presence online. In particular, the study highlights the role played by the audience in shaping the blogging experience and the sense of presence that this experience develops. Research limitations/implications – The exploratory case study carries a number of limitations. The findings are based on: reflections and views shared with the researchers by the bloggers, through interviews; a discussion forum; and on an enacted audience through their reflections. Practical implications – For practitioners, the study has implications in the areas of attracting and keeping audiences' interest and also in how to develop and support shared identity among independent travellers. Originality/value – The paper contributes to a better understanding of online communities and virtual social networks in general by showing how virtual worlds reshape social space and social interactions.

Multihoming behavior of users in social networking web sites: a theoretical model

Monika Mital, Sumit Sarkar — 2011-11-15 00:00:00.0

Abstract

Purpose – This paper aims to investigate the multihoming behavior of users on social networking web sites in the absence or the presence of product differentiation. Design/methodology/approach – The approach is to build a theoretical model to explain the multihoming behavior of users on social networking web sites. Findings – Under multihoming without product differentiation, all members of the smaller network multihome to the bigger network and the social networking web site with the bigger network size benefits from multihoming. Under multihoming with product differentiation, when the smaller network differentiates its product from the bigger network, then all members of the bigger network will multihome to the smaller network. Welfare is higher for both sided multihoming and both sided multihoming will happen only when the social networking web sites are differentiated in terms of features. Research limitations/implications – The model is a theoretical model and will need to be tested empirically. Practical implications – The results of the model indicate that multihoming results in increased utility for the users of social networking web sites when the two web sites are differentiated in terms of features. Originality/value – From the literature available in the public domain, the paper has not found any existing theoretical model to explain multihoming behavior of users on social networking web sites. The paper fulfils this objective.

Benefits gained from dimensions of social capital: a study of software developers in Sri Lanka

Vathsala Wickramasinghe, Purnima Weliwitigoda — 2011-11-15 00:00:00.0

Abstract

Purpose – The purpose of this paper is to investigate the dimensions of social capital and how these help software developers employed in the offshore outsourced software development sector in Sri Lanka to gain benefits of knowledge sharing, job openings and job security, and career advancement. Design/methodology/approach – A survey methodology was used and 105 software developers responded. Multiple regression was used for the data analysis. Findings – Social relations, the number of networks of which an individual is a member and the frequency of interaction between network members are identified as important dimensions that significantly predict knowledge sharing, job openings and job security and career advancement. Research limitations/implications – The findings of this study can help to establish baseline data and could be a source of general guidance in stimulating future research in this area. Originality/value – It is expected that the findings of this study will provide useful information to better understand the dimensions of social capital at the individual level that influence knowledge base and learning capabilities of the individuals and the nature of employment relationships to be adopted by the organisations.

Technological embeddedness and household computer adoption

Gang Peng, Ying Wang, Rammohan Kasuganti — 2011-11-15 00:00:00.0

Abstract

Purpose – This study seeks to develop the concept of technological embeddedness by extending the social embeddedness theory of economic actions to household computer adoption. It also aims to propose a research framework in which technological embeddedness is a key factor that influences household computer adoption. Design/methodology/approach – The US 1989-2003 Computer and Internet Use Supplements to the Current Population Surveys are used to validate the proposed research framework. Findings – The results show that technological embeddedness positively affects household computer adoption. In addition, the impact of technological embeddedness is positively moderated by household income, and this impact is particularly stronger on first-time buyers than on repeat buyers. Practical implications – The results provide important policy and managerial implications for encouraging household computer adoption and bridging the digital divide. Originality/value – The paper proposes a new concept and develops a research framework for analyzing household computer adoption and technology adoption in general.