Successful web-based IT support services: Service provider perceptions of stakeholder-oriented challenges

Cooper, V, Lichtenstein, S and Smith, R 2009, 'Successful web-based IT support services: Service provider perceptions of stakeholder-oriented challenges', International Journal of E-Services and Mobile Applications (IJESMA), vol. 1, no. 1, pp. 1-20.


Document type: Journal Article
Collection: Journal Articles

Title Successful web-based IT support services: Service provider perceptions of stakeholder-oriented challenges
Author(s) Cooper, V
Lichtenstein, S
Smith, R
Year 2009
Journal name International Journal of E-Services and Mobile Applications (IJESMA)
Volume number 1
Issue number 1
Start page 1
End page 20
Total pages 19
Publisher IGI Global
Abstract Web-based self-service systems (WSSs) are increasingly leveraged for the delivery of after-sales information technology (IT) support services. Such services are offered by IT service providers to customer firms and increasingly involve business partners. However little is known of the challenges faced by IT service providers as a result of the involvement of the other firms and their employees (end-users). This paper reports related findings from an interpretive study of IT service provider perceptions in six multinational IT service provider firms (Cooper, 2007). The findings highlight that, for IT service providers, (1) it is important to consider and resolve the needs and concerns of other key stakeholders, and (2) significant challenges exist in doing so. The main contribution of the paper is the identification of the key challenges involved. Important implications for theory and practice are discussed.
Subject Information Systems Management
Copyright notice © 2009 IGI Global
ISSN 1941-627X
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