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. Attached Files Name Description MIMEType Size Downloads 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 Document type: Thesis Collections: Faculty of Business and Law School of Information and Business Analytics Higher degree theses (citation only)   Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Thu, 01 Apr 2010, 15:53:14 EST Mon, 02 May 2011, 15:08:06 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 291 Abstract Views, 1 File Downloads  -  Detailed Statistics Created: Thu, 01 Apr 2010, 15:53:14 EST

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