Successful web-based IT support services : service provider perceptions of stakeholder-oriented challenges

Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross 2009, Successful web-based IT support services : service provider perceptions of stakeholder-oriented challenges, International journal of e-services and mobile applications, vol. 1, no. 1, pp. 1-19.

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Title Successful web-based IT support services : service provider perceptions of stakeholder-oriented challenges
Author(s) Cooper, Vanessa
Lichtenstein, Sharman
Smith, Ross
Journal name International journal of e-services and mobile applications
Volume number 1
Issue number 1
Start page 1
End page 19
Total pages 19
Publisher IGI Publishing
Place of publication Hershey, Pa.
Publication date 2009-01
ISSN 1941-627X
1941-6288
Keyword(s) knowledge transfer
internet based services
IS success
web-based information systems
Summary Web-based self-service systems (WSSs) are increasingly leveraged for the delivery of after-sales information technology (IT) support services. Such services are offered by IT service providers to customer firms and increasingly involve business partners. However little is known of the challenges faced by IT service providers as a result of the involvement of the other firms and their employees (end-users). This paper reports related findings from an interpretive study of IT service provider perceptions in six multinational IT service provider firms (Cooper, 2007). The findings highlight that, for IT service providers, (1) it is important to consider and resolve the needs and concerns of other key stakeholders, and (2) significant challenges exist in doing so. The main contribution of the paper is the identification of the key challenges involved. Important implications for theory and practice are discussed.
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 890299 Computer Software and Services not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
HERDC collection year 2009
Copyright notice ©2009, IGI Global
Persistent URL http://hdl.handle.net/10536/DRO/DU:30016646

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