Name
Title | ||
|---|---|---|
Enabling Successful Web-based Information Technology Support for Enterprise Customers: A Service Provider Perspective of Stakeholder-based Issues |
Abstract | ||
|---|---|---|
An understanding by support organisations of the key factors enabling successful enterprise after-sales customer support provision when using Web-based Self- service Systems (WSSs) is essential to making improvements in such systems. This paper reports key stakeholder-oriented findings from an interpretive study of critical success factors (CSFs) for the transfer of after-sales support-oriented knowledge from an information technology (IT) service provider to enterprise customers when a WSS is used. The findings suggest that researchers and practitioners should consider WSSs within a complex network of service providers, business partners and customer firms. The paper also clearly points to a need for support organisations to engage in greater collaboration and integration of WSSs with enterprise customers and business partners. |
Year | Venue | Keywords |
|---|---|---|
2007 | Bled eConference | customer support,information technology support,web-based self-service systems |
Field | DocType | Citations |
Critical success factor,Stakeholder,Information technology,Knowledge management,Service provider,Enterprise information system,Complex network,Web application,Customer support,Business | Conference | 0 |
PageRank | References | Authors |
0.34 | 6 | 3 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Vanessa Cooper | 1 | 13 | 3.01 |
| Sharman Lichtenstein | 2 | 121 | 14.91 |
| Ross Smith | 3 | 181 | 37.34 |