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.

摘要： 经过十多年的发展，呼叫中心已得到较充分的发展，但在其运作中仍存在不少矛盾和问题。本文深入呼叫中心内部，了解部门间的工作衔接及业务流程，进而挖掘部门间知识转移机制。本文借助社会资本理论，对快递、通信、银行、证券行业的四家企业的跨案例研究，构建了呼叫中心与合作部门间知识转移综合模型。本文得到的主要命题有：（1）呼叫中心的高结构强度和结构密度，有助于提高呼叫中心服务传递过程中员工的知识转移机会、动力和能力；（2）呼叫中心关系维度的高信任关系和规范性，有助于为呼叫中心员工进行知识转移创造机会，也提高了员工在服务传递过程中进行知识转移的动机和能力；（3）呼叫中心的认知维度中，价值观和目标导向一致性越高，则越有助于呼叫中心服务传递过程中员工的知识转移机会、动机和能力的提高。本研究结果还表明，呼叫中心对不同类型知识的关注程度存在差异，金融业与非金融业的知识转移的方式和频率也存在不同。

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