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Supporting knowledge transfer in web-based managed IT support

Cooper, Vanessa A. and Lichtenstein, Sharman 2010, Supporting knowledge transfer in web-based managed IT support, Journal of Systems and Information Technology, vol. 12, no. 2, pp. 140-160.

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Title Supporting knowledge transfer in web-based managed IT support
Author(s) Cooper, Vanessa A.
Lichtenstein, Sharman
Journal name Journal of Systems and Information Technology
Volume number 12
Issue number 2
Start page 140
End page 160
Total pages 21
Publisher Emerald Group Publishing
Place of publication Bingley, England
Publication date 2010
ISSN 1328-7265
1758-8847
Keyword(s) Knowledge transfer
Worldwide web
Self-service
Customer relations
Communication technologies
After sales service
Summary Purpose – The purpose of this paper is to highlight the importance and complexities of the knowledge transfer process in the provision of effective managed after-sales IT support, when the web is used for service delivery.

Design/methodology/approach – The paper features an interpretive case study of a multinational Managed Service Provider (MSP) and a focus group of representatives from five comparable MSPs.

Findings – The paper finds that MSPs that use web-based channels for the provision of after-sales IT support services need to address a range of important social and organisational issues in order to realise cost and efficiency-based benefits.

Research limitations/implications – The paper provides a four stage processual model of knowledge transfer in the provision of web-based managed after-sales IT support services. The barriers and enablers of knowledge transfer at each stage are identified. The paper adopts a MSP perspective and suggests that further research from the customer perspective is required.

Practical implications – The paper highlights some important social and organisational enablers and barriers, which will guide MSPs when providing managed after-sales IT support using webbased channels.

Originality/value – The paper provides the first staged model of inter-organisational knowledge transfer in a complex multi-organisational and multi-channel web-based context.
Notes Reproduced with the kind permission of the copyright owner.
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 890399 Information Services not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
HERDC collection year 2010
Copyright notice ©2010, Emerald Group Publishing Limited
Persistent URL http://hdl.handle.net/10536/DRO/DU:30033280

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