Are Managers Making the Right Choice?

Research Anthology on Digital Transformation, Organizational Change, and the Impact of Remote Work Pub Date : 1900-01-01 DOI:10.4018/978-1-7998-7297-9.ch090

Hyojeong Kim, C. Suh

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引用次数: 0

Abstract

Smart work has been credited with providing flexible supply capabilities to meet customer demands in service businesses operations. Effective operations of smart work need huge investment of technologies implementations. The authors use Delphi techniques and survey method to identify implementation factors of importance of home-based work which is a representative type of smart work. Seven technologies were identified to be important (Knowledge Management, Real-time monitoring, Remote IT assist, Online testing, Online training, Workforce management, Agent performance management technologies). Different from general expectations, control-based technologies were found not to have positive effects, but support-based technologies to have positive effects to the performance. Smart work technologies in service business affect employees' job satisfaction, and further retention of remote agents. Careful planning of how to implement technologies for smart work is needed in service business in order to identify the best working environment design.

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管理者是否做出了正确的选择?

智能工作被认为提供了灵活的供应能力，以满足服务企业运营中的客户需求。智能工作的有效运行需要大量的技术投入。运用德尔菲法和问卷调查法，对具有代表性的智能工作类型——居家办公的重要实施因素进行了分析。7项技术被认为是重要的(知识管理、实时监控、远程IT协助、在线测试、在线培训、劳动力管理、代理绩效管理技术)。与一般预期不同的是，基于控制的技术对绩效没有积极影响，而基于支持的技术对绩效有积极影响。服务行业的智能工作技术影响了员工的工作满意度，并进一步影响了远程座席的保留。服务行业需要仔细规划如何实施智能工作技术，以确定最佳的工作环境设计。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Research Anthology on Digital Transformation, Organizational Change, and the Impact of Remote Work

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