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Knowledge transfer in enterprise IT support provision using web-based self-service

Cooper, Vanessa A. 2006, Knowledge transfer in enterprise IT support provision using web-based self-service, Ph.D. thesis, School of Information Systems, Deakin University.

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Title Knowledge transfer in enterprise IT support provision using web-based self-service
Author Cooper, Vanessa A.
Institution Deakin University
School School of Information Systems
Faculty Faculty of Business and Law
Degree name Ph.D.
Date submitted 2006
Keyword(s) Information technology - Customer services
Communication of technical information - Web-based instruction
Knowledge management
Summary This research identified critical success factors and a staged model of knowledge transfer in the provision of after-sales information technology support to enterprise customers when Web-based Self-service systems are used. The research highlights the need for a relational, stakeholder-oriented approach that considers stakeholder interactions, knowledge flows, needs and capabilities.
Notes Degree conferred 2007.
Language eng
Description of original xiii, 468 leaves ; 30 cm.
Dewey Decimal Classification 658.812
Persistent URL http://hdl.handle.net/10536/DRO/DU:30027105

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