Understanding knowledge transfer in web-based B2B IT support
Contribuinte(s) |
Toleman, Mark Cater-Steel, Aileen Roberts, David |
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Data(s) |
01/01/2007
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Resumo |
In managed information technology (IT) support environments, transferring solution-oriented knowledge from an IT service provider to an enterprise customer offers benefits to both firms. However, the process of inter-organisational knowledge transfer is not well understood in such complex settings where Web-based Self-service Systems (WSSs) are increasingly employed. This paper draws on findings from an interpretive study of six large multinational IT service providers to provide a staged model of after-sales knowledge transfer from an IT service provider to an enterprise customer when a WSS is used. The paper also identifies and discusses the key challenges involved at each stage.<br /> |
Identificador | |
Idioma(s) |
eng |
Publicador |
University of Southern Queensland |
Relação |
http://dro.deakin.edu.au/eserv/DU:30008202/lichtenstein-understandingknowledge-2007.pdf http://www.acis2007.usq.edu.au/assets/papers/12.pdf |
Direitos |
2007, The Authors |
Palavras-Chave | #knowledge transfer #web-based self-service #after-sales support #information technology services |
Tipo |
Conference Paper |