Purpose – The purpose of this paper is to highlight the importance and complexities of the knowledge transfer process in the provision of effective managed after-sales IT support, when the web is used for service delivery. Design/methodology/approach – The paper features an interpretive case...

A major challenge facing firms competing in electronic business markets is the dynamic integration of knowledge within and beyond the firm, enabled by internet-based infrastructure and emergent fluid socio-technical networks. This paper explores how social actors dynamically employ intranets to...

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...