Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues

Cooper, Vanessa A., Lichtenstein, Sharman and Smith, Ross 2009, Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues, in Self-service in the internet age : expectations and experiences, Springer, London, England, pp.231-255.

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Title Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues
Author(s) Cooper, Vanessa A.
Lichtenstein, Sharman
Smith, Ross
Title of book Self-service in the internet age : expectations and experiences
Editor(s) Oliver, Dave
Romm Livermore, Celia
Sudweeks, Fay
Publication date 2009
Series Computer supported cooperative work
Chapter number 12
Total chapters 13
Start page 231
End page 255
Total pages 25
Publisher Springer
Place of Publication London, England
Summary This chapter explores the provision of after-sales information technology (IT) support services using Web-based self-service systems (WSSs) in a business-to-business (B2B) context. A recent study conducted at six large multi-national IT support organisations revealed a number of critical success factors (CSFs) and stakeholder-based issues. To better identify and understand these important enablers and barriers, we explain how WSSs should be considered within a complex network of service providers, business partners and customer firms. The CSFs and stakeholder-based issues are discussed. The chapter highlights that for more successful service provision using WSSs, IT service providers should collaborate more effectively with enterprise customers and business partners and should better integrate their WSSs.
ISBN 1848002068
9781848002067
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 910403 Marketing
HERDC Research category B1 Book chapter
HERDC collection year 2009
Copyright notice ©2009, Springer-Verlag London Limited
Persistent URL http://hdl.handle.net/10536/DRO/DU:30016616

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