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Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues

chapter
posted on 2009-01-01, 00:00 authored by Vanessa Cooper, Sharman Lichtenstein, Ross Smith
This chapter explores the provision of after-sales information technology (IT) support services using Web-based self-service systems (WSSs) in a business-to-business (B2B) context. A recent study conducted at six large multi-national IT support organisations revealed a number of critical success factors (CSFs) and stakeholder-based issues. To better identify and understand these important enablers and barriers, we explain how WSSs should be considered within a complex network of service providers, business partners and customer firms. The CSFs and stakeholder-based issues are discussed. The chapter highlights that for more successful service provision using WSSs, IT service providers should collaborate more effectively with enterprise customers and business partners and should better integrate their WSSs.

History

Title of book

Self-service in the internet age : expectations and experiences

Series

Computer supported cooperative work

Chapter number

12

Pagination

231 - 255

Publisher

Springer

Place of publication

London, England

ISBN-13

9781848002067

ISBN-10

1848002068

Language

eng

Publication classification

B1 Book chapter

Copyright notice

2009, Springer-Verlag London Limited

Extent

13

Editor/Contributor(s)

D Oliver, C Romm Livermore, F Sudweeks

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