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

Vanessa Cooper, Sharman Lichtenstein and Ross Smith
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Vanessa Cooper: RMIT University, Australia
Sharman Lichtenstein: Deakin University, Australia
Ross Smith: RMIT University, Australia

International Journal of E-Services and Mobile Applications (IJESMA), 2009, vol. 1, issue 1, 1-20

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.

Date: 2009
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International Journal of E-Services and Mobile Applications (IJESMA) is currently edited by Rajeev Dwivedi

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