Successful Web-Based IT Support Services: Service Provider Perceptions of Stakeholder-Oriented Challenges

View Sample PDF

Author(s): Vanessa Cooper (RMIT University, Australia), Sharman Lichtenstein (Deakin University, Australia)and Ross Smith (RMIT University, Australia)
Copyright: 2010
Pages: 21
Source title: Web Technologies: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Arthur Tatnall (Victoria University, Australia)
DOI: 10.4018/978-1-60566-982-3.ch057

Keywords: Computer Science & IT / Information Science Reference / Web Technologies / Web Technologies & Engineering

Purchase

View Successful Web-Based IT Support Services: Service Provider Perceptions of Stakeholder-Oriented Challenges on the publisher's website for pricing and purchasing information.

Abstract

Web-based self-service systems (WSSs) are increasingly leveraged for the delivery of after-sales information technology (IT) support services. Such services are offered by IT service providers to customer firms and increasingly involve business partners. However little is known of the challenges faced by IT service providers as a result of the involvement of the other firms and their employees (end-users). This paper reports related findings from an interpretive study of IT service provider perceptions in six multinational IT service provider firms (Cooper, 2007). The findings highlight that, for IT service providers, (1) it is important to consider and resolve the needs and concerns of other key stakeholders, and (2) significant challenges exist in doing so. The main contribution of the paper is the identification of the key challenges involved. Important implications for theory and practice are discussed.

The IRMA Community

Research IRM

Successful Web-Based IT Support Services: Service Provider Perceptions of Stakeholder-Oriented Challenges

Purchase

Abstract

Related Content

IRMA Sponsors