It, Knowledge Transfer, And Organization Of Work

However, the above streams of literature do not examine if and how IT may be associated with the generation/transfer of human capital. We address this question using a specific context where field technicians engaged in the service of industrial HVAC systems distributed across the United States use an IT system to seek technical support from a centralized help desk. These field technicians are knowledge workers as they use their knowledge and expertise of HVAC systems to fix problems in the functioning of these systems. In this context IT can enable these field technicians to develop their knowledge and expertise in two different ways. First, field technicians can acquire/develop technical skills by accessing and internalizing technical documents stored in a knowledge repository. Second, these field technicians