Supporting Knowledge Reuse: A Field Study of Service Engineers in a High-Reliability Organization
2000
- 143Usage
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Example: if you select the 1-year option for an article published in 2019 and a metric category shows 90%, that means that the article or review is performing better than 90% of the other articles/reviews published in that journal in 2019. If you select the 3-year option for the same article published in 2019 and the metric category shows 90%, that means that the article or review is performing better than 90% of the other articles/reviews published in that journal in 2019, 2018 and 2017.
Citation Benchmarking is provided by Scopus and SciVal and is different from the metrics context provided by PlumX Metrics.
Metrics Details
- Usage143
- Downloads108
- Abstract Views35
Article Description
This dissertation examines knowledge work in a highreliability organization. Specifically, it explores the distributed problem solving behavior of service engineers, and their analytic support teams, for a world-class aircraft manufacturer. The ethnographic field study focuses on the organizational memories, information flows, boundary objects, and computer-mediated communication systems which facilitate the routine, daily activity of handling technical support requests from airlines. Special attention is given to the expertise required to successfully navigate the complexities of this information-intensive environment. How exactly do engineers locate and leverage prior experience to generate complete, precise and error-free resolutions in a timely fashion?
Bibliographic Details
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