An Investigation of the Productivity of Information System Helpdesk User Support Professsionals as Impacted by Their Communication Behavior : A Field Experiment

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This research conducted an interdisciplinary field experiment to identify relationships between productivity, user satisfaction and IS Helpdesk USP's use of effective communication behavior. An experimental group of Helpdesk USPs of a large retail organization were trained by communication professionals in communication effectiveness, with emphasis on the needs of the telephone environment.

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xii, 228 leaves : ill.

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Breshears, Robert Louis May 1996.

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  • Breshears, Robert Louis

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Description

This research conducted an interdisciplinary field experiment to identify relationships between productivity, user satisfaction and IS Helpdesk USP's use of effective communication behavior. An experimental group of Helpdesk USPs of a large retail organization were trained by communication professionals in communication effectiveness, with emphasis on the needs of the telephone environment.

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xii, 228 leaves : ill.

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UNT Theses and Dissertations

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  • May 1996

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  • March 26, 2014, 9:30 a.m.

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  • March 24, 2015, 9:55 a.m.

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Breshears, Robert Louis. An Investigation of the Productivity of Information System Helpdesk User Support Professsionals as Impacted by Their Communication Behavior : A Field Experiment, dissertation, May 1996; Denton, Texas. (digital.library.unt.edu/ark:/67531/metadc278811/: accessed September 25, 2018), University of North Texas Libraries, Digital Library, digital.library.unt.edu; .