An Investigation of the Productivity of Information System Helpdesk User Support Professsionals as Impacted by Their Communication Behavior : A Field Experiment
Robert Louis Breshears · 1996
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.