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Enabling successful web-based information technology support for enterprise customers: a service provider perspective of stakeholder-based issues

Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross 2007, Enabling successful web-based information technology support for enterprise customers: a service provider perspective of stakeholder-based issues, in 20th Bled eConference eMergence: Merging and Emerging Technologies, Processes and Institutions Conference Proceedings, University of Maribor, Bled, Slovenia, pp. 1-14.

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Title Enabling successful web-based information technology support for enterprise customers: a service provider perspective of stakeholder-based issues
Author(s) Cooper, Vanessa
Lichtenstein, Sharman
Smith, Ross
Conference name 20th Bled eConference:eMergence: Merging and Emerging Technologies, Processes and Institutions
Conference location Bled, Slovenia
Conference dates 4-6 June 2007
Title of proceedings 20th Bled eConference eMergence: Merging and Emerging Technologies, Processes and Institutions Conference Proceedings
Editor(s) [Unknown]
Publication date 2007
Conference series Bled eConference
Start page 1
End page 14
Publisher University of Maribor
Place of publication Bled, Slovenia
Keyword(s) web-based self-service systems
information technology support
customer support
Summary An understanding by support organisations of the key factors enabling successful enterprise after-sales customer support provision when using Web-based Selfservice Systems (WSSs) is essential to making  improvements in such systems. This paper reports key stakeholder-oriented findings from an interpretive study of critical success factors (CSFs) for the transfer of after-sales support-oriented knowledge from an information technology (IT) service provider to enterprise customers when a WSS is used. The findings suggest that researchers and practitioners should consider WSSs within a complex network of service providers, business partners and customer firms. The paper also clearly points to a need for support organisations to engage in greater collaboration and integration of WSSs with enterprise customers and business partners.
Notes
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ISBN 9789612322045
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2007, University of Maribor
Persistent URL http://hdl.handle.net/10536/DRO/DU:30008169

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