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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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.
Understanding knowledge transfer cooper
Field of Research
080609 Information Systems Management
Socio Economic Objective
970108 Expanding Knowledge in the Information and Computing Sciences
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