Paper Info
Title
Toward Successful Knowledge Transfer In Web-Based Self-Service For Information Technology Services
Abstract
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 tranferred to the customer firm.
Year
Venue
Keywords
2005
PACIFIC ASIA CONFERENCE ON INFORMATION SYSTEMS 2005, SECTIONS 1-8 AND POSTER SESSIONS 1-6
Web-based self-service, customer service, customer support, knowledge transfer
Field
DocType
Citations 
Customer intelligence,Customer retention,Critical success factor,Computer science,Customer to customer,Knowledge transfer,Knowledge management,Customer advocacy,Marketing,Empirical research,Customer Service Assurance
Conference
0
PageRank 
References 
Authors
0.34
6
3
Name
Order
Citations
PageRank
Vanessa Cooper1133.01
Sharman Lichtenstein212114.91
Ross Smith300.68