Knowledge transfer in enterprise information technology support using web-based self-service systems

Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross 2006, Knowledge transfer in enterprise information technology support using web-based self-service systems, International journal of technology marketing, vol. 1, no. 2, pp. 145-170.

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Title Knowledge transfer in enterprise information technology support using web-based self-service systems
Author(s) Cooper, Vanessa
Lichtenstein, Sharman
Smith, Ross
Journal name International journal of technology marketing
Volume number 1
Issue number 2
Start page 145
End page 170
Publisher Inderscience Publishers
Place of publication Olney, England
Publication date 2006
ISSN 1741-8798
1741-878X
Keyword(s) customer support
network-based customer service system
web-based self-service system
information technology support
knowledge transfer
Summary This paper explores Critical Success Factors (CSFs) in the transfer
of after-sales support-oriented knowledge from Information Technology (IT)
support organisations to enterprise customers, using Web-based self-service Systems (WSS). As it appears that best-in-class companies are ahead of the academic work in this area, we approached the topic through an exploratory CSF study of a best-in-class multinational IT services firm and identified 26 CSFs. Key findings from the study indicate that best-in-class IT service organisations may be cognisant of a range of factors relating to supporting customers, but are less aware of what is needed to support their own frontline support agents. Such organisations also lack an understanding of what is needed to provide enterprise support in the later stages of knowledge transfer, where enterprise customers can experience problems attempting to integrate resolutions. The study further showed that many aspects that might be characterised as encompassing socio-technical issues relating to the provision of web-based self-service are still poorly understood.
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2006 Inderscience Enterprises Ltd.
Persistent URL http://hdl.handle.net/10536/DRO/DU:30003901

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