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