关键词: 呼叫中心, 知识转移, 前后台, 社会资本, 多案例研究, Call center, knowledge transfer, front-back office, social capital, multi-case study

Abstract: After more than a decade call centers have been well developed in China. However, there are still some problems in its operation. In this paper, we aim to understand the cooperation and knowledge transfer between call centers and back-office departments. In the social capital theory view, we employed multiple-case study method, which involved four enterprises in express, telecommunication, banking, and security sectors, to establish the goal model. The conclusions include: First, the higher structural degree of call center, the higher knowledge transfer opportunity, power and ability of call center employee. Second, the higher relational degree of call center, the higher knowledge transfer opportunity, power and ability of call center employee. Third, the higher cognitive degree of call center, the higher knowledge transfer opportunity, power and ability of call center employee. Furthermore, call center has their priority to different categories of the knowledge to be transferred. And financial enterprises and non-financial enterprises have different ways and frequency of transferring knowledge.