Knowledge transfer in enterprise information technology support using web-based self-service systems

Cooper, V, Lichtenstein, S and Smith, R 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.


Document type: Journal Article
Collection: Journal Articles

Title Knowledge transfer in enterprise information technology support using web-based self-service systems
Author(s) Cooper, V
Lichtenstein, S
Smith, R
Year 2006
Journal name International Journal of Technology Marketing
Volume number 1
Issue number 2
Start page 145
End page 170
Total pages 25
Publisher Inderscience Publishers
Abstract 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.
Subject Organisation of Information and Knowledge Resources
DOI - identifier 10.1504/IJTMKT.2006.008868
ISSN 1741-8798
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