In managed information technology (IT) support environments, transferring solution-oriented knowledge from an IT service provider to an enterprise customer offers benefits to both firms. However, the process of inter-organisational knowledge transfer is not well understood in such complex settings where Web-based Self-service Systems (WSSs) are increasingly employed. This paper draws on findings from an interpretive study of six large multinational IT service providers to provide a staged model of after-sales knowledge transfer from an IT service provider to an enterprise customer when a WSS is used. The paper also identifies and discusses the key challenges involved at each stage.
Cooper, Vanessa A.; Lichtenstein, Sharman; and Smith, Ross, "Understanding Knowledge Transfer in Web-based B2B IT Support" (2007). ACIS 2007 Proceedings. Paper 3.