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Author Cooper, Vanessa A

Title Knowledge transfer in enterprise IT support provision using web-based self-service / by Vanessa A. Cooper
Published [Place of publication not identified] : [publisher not identified], 2006


Location Call no. Vol. Availability
 MELB  658.812 Coo/Kti  AVAILABLE
Description xiii, 468 leaves ; 30 cm
Summary This research identified critical success factors and a staged model of knowledge transfer in the provision of after-sales information technology support to enterprise customers when Web-based Self-service systems are used. The research highlights the need for a relational, stakeholder-oriented approach that considers stakeholder interactions, knowledge flows, needs and capabilities
Notes Submitted to the School of Information Systems of the Faculty of Business and Law, Deakin University
Degree conferred 2007
Thesis (Ph.D.)--Deakin University, Victoria, 2006
Bibliography Includes bibliographical references (leaves 333-368)
Subject Information technology -- Customer services.
Communication of technical information -- Web-based instruction.
Knowledge management.
Genre/Form Academic theses.
Author Deakin University. Faculty of Business and Law.
Deakin University. School of Information Systems