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)