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Understanding knowledge transfer in web-based B2B IT support

Cooper, Vanessa, A., Lichtenstein, Sharman and Smith, Ross 2007, Understanding knowledge transfer in web-based B2B IT support, in ACIS2007 Toowoomba 5 to 7 December 2007 : proceedings of the 18th Australasian conference on information systems, University of Southern Queensland, Toowoomba, Qld., pp. 17-27.

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Title Understanding knowledge transfer in web-based B2B IT support
Author(s) Cooper, Vanessa, A.
Lichtenstein, Sharman
Smith, Ross
Conference name 18th Australasian Conference on Information Systems
Conference location Toowoomba, QLD
Conference dates 5-7 December 2007
Title of proceedings ACIS2007 Toowoomba 5 to 7 December 2007 : proceedings of the 18th Australasian conference on information systems
Editor(s) Toleman, Mark
Cater-Steel, Aileen
Roberts, David
Publication date 2007
Conference series Australasian Conference on Information Systems
Start page 17
End page 27
Publisher University of Southern Queensland
Place of publication Toowoomba, Qld.
Keyword(s) knowledge transfer
web-based self-service
after-sales support
information technology services
Summary In managed information technology (IT) support environments, transferring solution-oriented knowledge from an IT service provider to an enterprise customer offers benefits to both firms. However, the process of inter-organisational knowledge transfer is not well understood in such complex settings where Web-based Self-service Systems (WSSs) are increasingly employed. This paper draws on findings from an interpretive study of six large multinational IT service providers to provide a staged model of after-sales knowledge transfer from an IT service provider to an enterprise customer when a WSS is used. The paper also identifies and discusses the key challenges involved at each stage.
Notes Understanding knowledge transfer cooper
ISBN 9780909756963
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, The Authors
Persistent URL http://hdl.handle.net/10536/DRO/DU:30008202

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