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Toward successful knowledge transfer in web-based self-service for information technology services

Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross 2005, Toward successful knowledge transfer in web-based self-service for information technology services, in PACIS 2005 : IT & value creation : Proceedings of the Ninth Pacific Asia Conference on Information Systems, [PACIS], [Bangkok, Thailand], pp. 506-520.

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Title Toward successful knowledge transfer in web-based self-service for information technology services
Author(s) Cooper, Vanessa
Lichtenstein, Sharman
Smith, Ross
Conference name Pacific Asia Conference on Information Systems. Conference (2005 : Bangkok, Thailand)
Conference location Bangkok, Thailand
Conference dates 7-10 July 2005
Title of proceedings PACIS 2005 : IT & value creation : Proceedings of the Ninth Pacific Asia Conference on Information Systems
Editor(s) [Unknown]
Publication date 2005
Conference series Pacific Asia Conference on Information Systems
Start page 506
End page 520
Publisher [PACIS]
Place of publication [Bangkok, Thailand]
Keyword(s) web-based self-service
customer service
customer support
knowledge transfer
Summary Web-based self-service has emerged as an important strategy for providing pre- and post-sales customer support. Yet, there is a dearth of theoretical or empirical research concerning the organisational, customer-oriented, knowledge-based, and employee-oriented factors that enable web-based self-service systems (WSS) to be successful in a competitive global marketplace. In this paper, we describe and discuss findings from the first phase of a multi-method research study designed to address this literature gap. This study explores critical success factors (CSFs) involved in the transfer of support-oriented knowledge from an information technology (IT) services firm to commercial customers when WSS are employed. Empirical data collected in a CSF study of a large multinational IT services business are used to identify twenty-six critical success factors. The findings indicate that best-in-class IT service providers are aware of a range of critical success factors in the transfer to commercial customers of resolutions and other support-oriented knowledge via WSS. However, such firms remain less certain about what is needed to support customer companies after support-oriented knowledge has initially been transferred to the customer firm.
ISBN 9789889855437
9889855437
Language eng
Field of Research 080612 Interorganisational Information Systems and Web Services
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2005, PACIS
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005786

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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.