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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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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.