Knowledge transfer in enterprise information technology support using web-based self-service systems Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross 2006, Knowledge transfer in enterprise information technology support using web-based self-service systems, International journal of technology marketing, vol. 1, no. 2, pp. 145-170. Attached Files Name Description MIMEType Size Downloads Title Knowledge transfer in enterprise information technology support using web-based self-service systems Author(s) Cooper, Vanessa Lichtenstein, Sharman Smith, Ross Journal name International journal of technology marketing Volume number 1 Issue number 2 Start page 145 End page 170 Publisher Inderscience Publishers Place of publication Olney, England Publication date 2006 ISSN 1741-878X 1741-8798 Keyword(s) customer support network-based customer service system web-based self-service system information technology support knowledge transfer Summary This paper explores Critical Success Factors (CSFs) in the transfer of after-sales support-oriented knowledge from Information Technology (IT) support organisations to enterprise customers, using Web-based self-service Systems (WSS). As it appears that best-in-class companies are ahead of the academic work in this area, we approached the topic through an exploratory CSF study of a best-in-class multinational IT services firm and identified 26 CSFs. Key findings from the study indicate that best-in-class IT service organisations may be cognisant of a range of factors relating to supporting customers, but are less aware of what is needed to support their own frontline support agents. Such organisations also lack an understanding of what is needed to provide enterprise support in the later stages of knowledge transfer, where enterprise customers can experience problems attempting to integrate resolutions. The study further showed that many aspects that might be characterised as encompassing socio-technical issues relating to the provision of web-based self-service are still poorly understood. Language eng Field of Research 080609 Information Systems Management Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences HERDC Research category C1 Refereed article in a scholarly journal Copyright notice ©2006 Inderscience Enterprises Ltd. Persistent URL http://hdl.handle.net/10536/DRO/DU:30003901 Document type: Journal Article Collections: Faculty of Arts and Education Faculty of Business and Law School of Information and Business Analytics Higher Education Research Group Related Links Link Description Connect to published version Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Tue, 17 Feb 2009, 15:22:55 EST Wed, 04 Nov 2009, 14:02:41 EST Wed, 10 Oct 2012, 10:23:13 EST Wed, 10 Oct 2012, 10:23:50 EST Tue, 04 Jun 2013, 13:16:33 EST Fri, 13 Jun 2014, 23:57:49 EST Fri, 17 Oct 2014, 08:28:25 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 593 Abstract Views, 1 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:06:25 EST