An Investigation of the Productivity of Information System Helpdesk User Support Professsionals as Impacted by Their Communication Behavior : A Field Experiment
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.
Date:
May 1996
Creator:
Breshears, Robert Louis
Partner:
UNT Libraries