Supporting knowledge transfer in web-based managed IT support
Data(s) |
01/01/2010
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Resumo |
<b>Purpose</b> – 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.<br /><br /><b>Design/methodology/approach</b> – The paper features an interpretive case study of a multinational Managed Service Provider (MSP) and a focus group of representatives from five comparable MSPs.<br /><br /><b>Findings</b> – 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.<br /><br /><b>Research limitations/implications</b> – 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.<br /><br /><b>Practical implications</b> – 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.<br /><br /><b>Originality/value</b> – The paper provides the first staged model of inter-organisational knowledge transfer in a complex multi-organisational and multi-channel web-based context.<br /> |
Identificador | |
Idioma(s) |
eng |
Publicador |
Emerald Group Publishing |
Relação |
http://dro.deakin.edu.au/eserv/DU:30033280/cooper-supportingknowledge-2010.pdf http://dro.deakin.edu.au/eserv/DU:30033280/cooper-supportingknowledge-evidence-2010.pdf http://dro.deakin.edu.au/eserv/DU:30033280/cooper-supportingknowledge-post-2010.pdf http://dx.doi.org/10.1108/13287261011042930 |
Direitos |
2010, Emerald Group Publishing Limited |
Palavras-Chave | #Knowledge transfer #Worldwide web #Self-service #Customer relations #Communication technologies #After sales service |
Tipo |
Journal Article |