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.
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.
Field of Research
080612 Interorganisational Information Systems and Web Services
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