Toward Successful Knowledge Transfer in Web-based Self-service for Information Technology Services

@inproceedings{Cooper2005TowardSK,
  title={Toward Successful Knowledge Transfer in Web-based Self-service for Information Technology Services},
  author={Vanessa A. Cooper and Sharman Lichtenstein and Ross Smith},
  booktitle={PACIS},
  year={2005}
}
Web-based self-service has emerged as an important strategy for providing preand 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… CONTINUE READING

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