Support Services: Persuading Employees and Customers to Do what Is in the Community's Best Interest

Abstract

Getting workers to share knowledge in situations where “knowledge” is the primary asset making them valuable is a pressing problem in many organizations – leading to what we call “the knowledge worker’s prisoner’s dilemma.” Interesting variants of this dilemma arise in the contexts of customer support and server system administration. We begin by describing… (More)
DOI: 10.1007/978-3-540-77006-0_16

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Cite this paper

@inproceedings{Brodie2007SupportSP, title={Support Services: Persuading Employees and Customers to Do what Is in the Community's Best Interest}, author={Mark Brodie and Jennifer Lai and Jonathan Lenchner and William Luken and Kavitha Ranganathan and Jung-Mu Tang and Maja Vukovic}, booktitle={PERSUASIVE}, year={2007} }