What is the Decision-Making Process of Computer Service Technicians in Their Routine Work?

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Last Modified
  • February 28, 2019
Creator
  • Zhao, Yuming
    • Affiliation: School of Information and Library Science
Abstract
  • This study describes the computer service technicians' decision-making process. The investigator observed the decision-making process in computer service technicians' routine work and compared it to a general decision-making process model. Results show that the decision-making process of computer service technicians basically fits into the general decision-making process model, but does have some specific characteristics. The model includes understanding symptoms, reproducing symptoms, gathering information, diagnosing problems, setting goals, thinking of alternatives, consulting with customers, repairing and confirming solutions. Experience and group discussion play an important role in their decision-making process. Computer service technicians obtain experience from previous work, the Internet and colleagues.
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Rights statement
  • In Copyright
Advisor
  • Haas, Stephanie W.
Degree granting institution
  • University of North Carolina at Chapel Hill
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Extent
  • 52 p.
Access right
  • Open access
Date uploaded
  • December 10, 2010

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