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, doi: 10.1108/13287261011042930. Attached Files Name Description MIMEType Size Downloads cooper-supportingknowledge-post-2010.pdf Author's post print application/pdf 679.65KB 243 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 DOI 10.1108/13287261011042930 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 Free to Read? Yes Persistent URL http://hdl.handle.net/10536/DRO/DU:30033280 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 Open Access Collection Related Links Link Description Connect to published version (restricted access) 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. Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au. Versions Version Filter Type Fri, 11 Mar 2011, 13:30:49 EST Wed, 23 Mar 2011, 09:39:54 EST Tue, 29 Mar 2011, 15:17:35 EST Tue, 29 Mar 2011, 15:20:05 EST Fri, 13 Jan 2012, 10:14:46 EST Fri, 13 Jan 2012, 10:16:07 EST Tue, 21 Feb 2012, 15:04:04 EST Mon, 07 May 2012, 09:27:37 EST Tue, 04 Jun 2013, 14:08:03 EST Mon, 16 Jun 2014, 17:31:55 EST Fri, 17 Oct 2014, 10:40:24 EST Tue, 05 Dec 2017, 10:47:57 EST Fri, 07 Sep 2018, 15:18:59 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 389 Abstract Views, 247 File Downloads  -  Detailed Statistics Created: Fri, 11 Mar 2011, 13:30:46 EST by Katrina Fleming