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"Technical support"
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Technical support
Describes different careers in the technical support field, along with salary and education requirements.
Book
The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness
The current dominant conceptualization of consumer reactions to services is the SERVQUAL model. This article proposes the FAIRSERV model as an alternative or additional conceptualization of consumer reactions to services. FAIRSERV involves seeing service evaluation through the lens of organizational fairness (justice) theory applied to the relationship between the service consumer and the service provider. FAIRSERV is premised on the claim that, especially in relational service contexts, consumers are interested in service fairness as well as service quality (service favorableness) as represented by SERVQUAL. Service fairness or justice is a multidimensional construct based on equity theory. In this article, the FAIRSERV model is tested with the SERVQUAL model in the context of information system services. The two models are used to predict service satisfaction and repatronage intention. The FAIRSERV model appears to add a significant new set of predictors of service satisfaction and repatronage intention that should be considered in the future by service providers.
Journal Article
Concept of Aviation Technical Support as a Service
The concept of Aviation Technical Support as a Service (ATSaaS) has emerged as a new and innovative approach in the aviation industry, aiming to provide comprehensive technical support services to small airlines. The paper explores the development and implementation of this model, combining state-of-the-art digitalization methods and advanced technologies to address the unique challenges faced by small airlines. The research focuses on the customization and scalability of the service model, considering the diverse needs and requirements of small airlines in terms of aircraft maintenance and technical operations. By leveraging advanced digitalization methods, such as artificial intelligence, machine learning, and data analytics, the model aims to optimize decision-making processes, enhance operational efficiency, and improve overall safety and reliability. The article highlights the research novelty in terms of integrating advanced digitalization methods, developing a customizable and scalable service model, and optimizing performance metrics. It explores the practical significance of the ATSaaS model by providing guidance for small airlines to access high-quality technical support services, make informed decisions, and achieve business growth and profitability. Through a comprehensive literature review, the article examines the existing models of aviation technical support services and identifies the gaps that the ATSaaS model aims to address. The study also emphasizes the importance of collaboration between the service provider and the airline, promoting a collaborative ecosystem that fosters effective communication, information sharing, and mutual benefits.
Journal Article
Leveraging Technical Support Services to Achieve Student Outcomes in Online Learning
To build an effective learning environment, higher education institutions would benefit from a deeper knowledge of the dynamics of technical support services in online learning. These services can help ensure that the online learning environment is more efficient and successful for educators and students. The proliferation of useful technical support tools is essential to improving learning effectiveness, educational accessibility, achieving good academic results, and standing out in the marketplace. This study draws on data from 366 students at a southwestern university in the United States. Structural equations modeling was employed to measure the relationships between technical support services, student engagement, instructor online competence, and student personal innovativeness. The results support that implementing technical support services directly impacts students’ perceptions of instructor online competence and student engagement. In addition, students’ personal innovativeness is positively related to the perceptions of adequate technical support services. The findings provide a basis for discussing optimal organizational strategies for leveraging technical support services to achieve positive student learning outcomes in higher education institutions.
Journal Article
Token-Based Digital Currency Model for Aviation Technical Support as a Service Platforms
This paper introduces a token-based digital currency (TBDC) model for standardizing service delivery in an aviation technical support as a service (ATSaaS) platform. The model addresses the challenges of service standardization and valuation by integrating cost, time, and quality parameters into a unified framework. Unlike traditional cryptocurrencies, this specialized digital currency incorporates intrinsic service valuation mechanisms that dynamically reflect the worth of aviation technical support services. The research presents a mathematical formulation for token value calculation, including a Service Passport framework for comprehensive documentation and a systematic approach for service integration. The model is validated through a numerical case study focusing on maintenance, repair, and overhaul services, demonstrating its effectiveness in generating fair token values across diverse service types. The study introduces optimization techniques using machine learning to enhance token calculations, successfully standardizing heterogeneous services while maintaining flexibility and transparency. Implementation challenges and future developments are identified. The TBDC model provides a foundation for transforming aviation technical support services, particularly benefiting small airlines through improved efficiency, standardization, and accessibility.
Journal Article
Data Conversion Strategies for Effective Aviation Technical Support as a Service
Small airlines face significant challenges in maintaining operational efficiency and ensuring compliance with regulatory standards due to limited resources, fragmented technical support ecosystems, and high operational costs. Aviation Technical Support as a Service (ATSaaS) offers an innovative, scalable framework to address these issues by providing centralized or decentralized platforms for technical support. This study examines the advantages, disadvantages, and life cycle costs of centralized and decentralized data conversion architectures within the ATSaaS model. Using mathematical models and a numerical example, the research highlights the trade-offs between initial investments and long-term operational costs, with centralized systems benefiting from economies of scale and decentralized systems offering flexibility. This study also identifies limitations and future research directions.
Journal Article
The Role of Feedback in Managing the Internet-Based Volunteer Work Force
This paper explores a new phenomenon at the intersection of digital networks and organizations—the Internet-based volunteer work force—people who use Internet applications to pursue a personal interest through volunteering contributions of time and talent that may create value for organizations and their customers or members. This work force is not centrally organized, managed, or measured. It is an emergent phenomenon resulting from discretionary small actions taken by large numbers of people, enabled by technology and human initiative. This paper proposes a general framework for understanding the phenomenon and offers an empirical investigation of one component of it—the role of feedback in producing and sustaining high-quality contributions from this work force. In a comparative study of Internet-based voluntary technical support groups for software problems, we found that in groups who implement systematic quality feedback systems (compared to those that do not), question askers return over a longer duration, answer providers contribute more often, and technical problem resolution is more effective. We also found that with systematic feedback, volunteers who produce higher quality contributions have longer participation duration, and participation duration is positively associated with community maintenance contributions.
Journal Article
The Role of Knowledge Repositories in Technical Support Environments: Speed Versus Learning in User Performance
Knowledge repositories are commonly used by technical support analysts in call center environments as a way of capturing and reusing solutions to common problems, and are generally expected to improve service quality, reduce costs, and enhance analyst learning. This study investigates why technical support analysts seek out and access knowledge from these repositories, as opposed to more traditional sources of such knowledge--colleagues and manuals. Focusing on the demand for--rather than supply of--knowledge in organizations, our research elaborates the role played by analysts' learning orientation, perceived work demands, and risk aversion in predicting their knowledge sourcing behavior. Our results include several counterintuitive findings that suggest there is not very much learning going on via technical support knowledge repositories. Analysts seem to be focused on finding recipes for solving customers' problems rather than building a better understanding of the products they support. Implications for research and practice highlight the need for more effective technologies to speed searches, the utility of a formal and visible mechanism for validating knowledge, and the inherent tension between efficiency and learning in these environments.
Journal Article