Toward successful knowledge transfer in web-based self-service for information technology services
Contribuinte(s) |
[Unknown] |
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Data(s) |
01/01/2005
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Resumo |
Web-based self-service has emerged as an important strategy for providing pre- and post-sales customer support. Yet, there is a dearth of theoretical or empirical research concerning the organisational, customer-oriented, knowledge-based, and employee-oriented factors that enable web-based self-service systems (WSS) to be successful in a competitive global marketplace. In this paper, we describe and discuss findings from the first phase of a multi-method research study designed to address this literature gap. This study explores critical success factors (CSFs) involved in the transfer of support-oriented knowledge from an information technology (IT) services firm to commercial customers when WSS are employed. Empirical data collected in a CSF study of a large multinational IT services business are used to identify twenty-six critical success factors. The findings indicate that best-in-class IT service providers are aware of a range of critical success factors in the transfer to commercial customers of resolutions and other support-oriented knowledge via WSS. However, such firms remain less certain about what is needed to support customer companies after support-oriented knowledge has initially been transferred to the customer firm.<br /> |
Identificador | |
Idioma(s) |
eng |
Publicador |
[PACIS] |
Relação |
http://dro.deakin.edu.au/eserv/DU:30005786/lichtenstein-towardsuccessful-2005.pdf http://www.google.com.au/url?sa=t |
Direitos |
2005, PACIS |
Palavras-Chave | #web-based self-service #customer service #customer support #knowledge transfer |
Tipo |
Conference Paper |